Problem Manager

Chubb is the world’s largest publicly traded property and casualty insurer. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally.

KEY OBJECTIVE:

Chubb’s Infrastructure organization has responsibility for the coordination, development and support of all activities related to the production, operations and engineering of Chubb’s core infrastructure including data centers, voice and data networking solutions, messaging/mail, mainframe, servers, databases, wireless technologies and associated end user computing, services and support.

MAJOR RESPONSIBILITIES:

This position is responsible for providing management oversight and coordination of IT operational activities for Chubb’s

Infrastructure as it relates to Problem resolution. Specifically, the Problem Manager will have accountability for managing Tickets that have been escalated to a “Root Cause” Activity and/or a Problem record within the Technology Operating Center. The candidate in this role will be accountable for:

• • Responsible for the quality and integrity of the process
• • Ensure post-review of major problems
• • Ensure reactive and proactive management of IT problems and known errors
• Coordinates efforts of all Problem Analysts, including suppliers and external teams, to ensure timely resolution of problems.

In addition to the above, the Problem Manager will be working closely various Infrastructure Managers/Leaders within North America and EMEA in bringing resolution to chronic issues that have been designated as a “Problem” within the Service Now Ticketing Tool. Further responsibilities include providing expertise in technology support and analysis from an incident perspective, as it relates to day to day business functions, project coordination for infrastructure deployments, vendor partner activities, communication development for operational related activities, and driving resolution to infrastructure related issues impacting the end user community. The Problem Manager will need to dig down into the different incidents and work with the appropriate subject matter experts (SMEs) to identify the true “Root Cause” and develop preventative Actions to avoid a future occurrence.

This role requires being proficient with the Service Now ITSM tool.

The following are additional key responsibilities. Within each of these functions, the candidate will work closely with North America Infrastructure Managers in accordance with the associated governance processes.

Technology Support

• Is a member of the Incident & Problem Management Team within the Technology Operating Center.

• Familiar with various technology platforms including Mainframe, Open Systems, Storage, Windows and Linux

• Familiar with architecture of On-Prem as well Cloud Infrastructure processing.

• Helping coordinate various groups to eliminate systemic problems and avoid repeat occurrences.

• Interaction with appropriate vendor partners ensuring that true “Root Causes” are identified and remediated.

Compliance

• Accountable for adhering to compliance and audit related needs.

Service Excellence

• Accountability for ensuring IT service delivery restoration in a timely manner.

• Participant in clear, concise communication and providing management with necessary updates in a timely manner.

• Evaluates service reports and proactively identifies and pursues required corrective actions in problem areas.

IT Partnership

• Leverages the broader IT organization to communicate and deliver business value.

• Facilitates business discussions that position IT to meet the on-going needs of business partners.

QUALIFICATIONS:

• Willing to work US Prime Hours

• Bachelor’s degree or equivalent experience.

• IT professional with 5-7 years of broad infrastructure, operational, compliance and/or security experience.

• Experience with project management and/or business analysis skills.

• Strong interpersonal skills with demonstrated commitment to providing superior customer service.

• Good verbal and written communication skills required.

• Action and closure oriented; results driven (this is critical).

• Advanced organizational skills including the ability to perform various activities concurrently.

• The ability to develop and maintain strong relationships throughout the organization.

• Ability to work independently while demonstrating strong collaboration skills in a team environment.

• Ability to independently plan, manage and complete all aspects of assigned projects, delegating where appropriate.

• Insurance/Business acumen.

• Experience with Cloud infrastructure and platforms will be an asset.

• ITIL experience/certification beneficial.