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Markel · 1 day ago

Senior ITSM Problem & Major Incident Manager

Richmond, VA

Full-time

Hybrid

Senior Level

5+ years exp

Markel is a fortune 500 company that provides insurance, reinsurance, and investment operations globally. They are seeking a Senior ITSM Problem & Major Incident Manager to lead the management of IT incidents and problems, ensuring effective resolution and prevention of recurring issues across their IT landscape.

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

IT Service ManagementProblem ManagementIncident ManagementRoot Cause AnalysisITIL CertificationService Management ToolingAnalytical SkillsCommunication SkillsLeadership Skills

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

We offer competitive benefit programs that help meet our diverse and changing environment as well as support our employees’ needs at all stages of life.

All full-time employees have the option to select from multiple health, dental and vision insurance plan options and optional life, disability, and AD&D insurance.

We also offer a 401(k) with employer match contributions, an Employee Stock Purchase Plan, PTO, corporate holidays and floating holidays, parental leave.