Markel · 1 day ago
Senior ITSM Problem & Major Incident Manager
Richmond, VA
Full-time
Hybrid
Senior Level
5+ years expMarkel is a global holding company for insurance, reinsurance, specialist advisory and investment operations. They are seeking a Senior ITSM Problem & Major Incident Manager to proactively manage incidents and problems across their IT environment, ensuring smooth management and resolution of IT incidents while collaborating with cross-functional teams.
Insurance
No H1B
Responsibilities
Responding to Major Incidents and initiating/orchestrating teams to restore service
Lead efforts to identify, categorize, and prioritize problems based on incident data, proactively investigating recurring issues that affect the IT environment
Owning the problem management process and delivering a roadmap of improvements
Facilitate root cause analysis (RCA) meetings and post-incident reviews with stakeholders to uncover the underlying cause of critical incidents and determine appropriate corrective actions
Collaborate with IT teams, including infrastructure, application support, and vendors, to ensure problems are diagnosed, documented, and resolved in a timely and effective manner
Implement strategies and proactive measures to prevent recurring issues and minimize the impact of incidents on business operations
Track and report problem management data insights, including time to resolution, problem recurrence rates, and SLA adherence. Provide regular reports on problem management performance to key stakeholders as well as representing problems in the weekly operations forum
Work closely with Incident, Change, and Service Managers to ensure that problem management activities align with broader IT Service Management processes and contribute to overall service improvement
Provide clear, timely updates to stakeholders regarding the status of ongoing problem investigations and corrective actions
Qualification
Required
Experienced at running Major Incident Calls and being part of an on-call rota
Experience in owning a problem management process and delivering on improvements
Minimum of 5 years of experience in IT Service Management, with a focus on Problem Management, Incident Management, or Service Operations
Strong understanding of IT infrastructure, cloud services, application support, and the relationships between configuration items (CIs)
Demonstrated ability to conduct in-depth root cause analysis and develop effective problem resolutions
Excellent verbal and written communication skills, with the ability to interact effectively with both technical and non-technical stakeholders
Proven ability to lead cross-functional teams and influence without direct authority
Strong analytical and critical-thinking skills with the ability to make sound decisions under pressure
Experience in service management tooling (e.g., ServiceNow, BMC Remedy)
US Work Authorization required. Markel does not provide visa sponsorship for this position, now or in the future
Preferred
Bachelor's degree in information technology, Computer Science, or a related field preferred
ITIL v3 or ITIL 4 Foundation certification is preferred; advanced ITIL certifications (e.g., ITIL Practitioner, Problem Management) are a plus
Benefits
Competitive benefit programs that help meet our diverse and changing environment as well as support our employees’ needs at all stages of life.
Multiple health, dental and vision insurance plan options and optional life, disability, and AD&D insurance.
401(k) with employer match contributions
Employee Stock Purchase Plan
PTO
Corporate holidays and floating holidays
Parental leave
Company
Markel
As the insurance operations within the Markel Group Inc.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Michael Keimig
President & Chief Executive Officer - Markel Surety Corporation
Richard Whitt
Retired, Co-chief Executive Officer
Recent News
2025-05-28
Company data provided by crunchbase