Major Incident Response Technical Specialist
Capgemini
Technical Lead
Our client is one of the United States' largest insurers, providing a wide range of insurance and financial services products with gross written premium well over US$25 billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our client is part of one of the largest insurance groups in the world.
Role Description:
Are you an experienced IT technical professional passionate about driving service delivery improvements on a scale? We are seeking a Technical Lead to join our Infrastructure Shared Services (ISS) department to manage Incident and Problem Investigations.
- Major Incident Management: Function as the first line of defense in responding to production issues, constantly monitoring system health, and troubleshooting with appropriate teams to expedite service restoration.
- Problem Management: Implement preventive measures by seeking root causes and working cross-functionally across various groups to improve code, infrastructure, processes, and more.
Responsibilities:
- Manage production incidents and problems effectively.
- Own production operational health, including real-time communication with stakeholders during service disruptions.
- Bring strategic thinking to identify opportunities for efficiency gains through optimization, simplification, and automation.
- Develop strong partnerships with IT stakeholders across infrastructure, application development, architecture, data, and security teams.
- Drive towards meeting and exceeding ITSM KPIs based on the organization's strategic goals.
- Collaborate with talented IT teams with varying levels of experience in a hybrid workplace.
- Foster an inclusive work environment and promote our company culture.