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Fortitude Re · 18 hours ago

AVP ITSM Manager

United States

Full-time

Remote

Mid, Senior Level

$140K/yr - $160K/yr

7+ years exp

Fortitude Reinsurance Company Ltd. is one of the world’s leading providers of legacy reinsurance solutions. The ITSM Manager is responsible for governing and driving excellence across the organization’s core ITSM processes, ensuring stable and reliable IT services while leading initiatives to reduce service disruptions and improve service availability.

Financial ServicesInsurance

H1B Sponsor Likely

Responsibilities

Own and manage the end-to-end Change Management process across the enterprise

Review and validate Requests for Change (RFCs) for risk, impact, testing, back-out plans, and communication requirements

Facilitate and chair Change Advisory Board (CAB) and emergency change approvals (ECAB)

Maintain the Forward Schedule of Change (FSC) and ensure conflicts, maintenance windows, and business impacts are managed

Drive adherence to the Change Management policy and ensure continuous improvement of process maturity

Track and report on key change KPIs: success rate, failure rate, emergency changes, and process compliance

Act as the Incident Manager during major or critical incidents to restore services quickly and minimize business impact

Coordinate IT teams, vendors, and business stakeholders during high-severity events

Ensure timely communication and status updates to leadership and impacted teams

Validate that incidents are properly categorized, prioritized, and documented

Conduct post-incident reviews and ensure follow-up actions are completed

Own the Problem Management lifecycle, including problem detection, logging, analysis, and resolution

Identify recurring incidents and drive creation of Problem Records and Service Improvement Plans

Maintain and improve the Known Error Database (KEDB) to support faster incident resolution

Work with engineering and operations teams to implement long-term fixes that reduce MTTR and recurring issues

Lead and facilitate structured root cause analysis sessions using methodologies such as 5 Whys, Ishikawa (Fishbone), and Fault Tree Analysis

Ensure RCAs are documented with clear corrective and preventive actions, owners, and timelines

Track long-term corrective actions to completion and validate effectiveness

Present RCA findings to senior leadership and partner teams in a clear, actionable format

Qualification

ITIL frameworksChange ManagementIncident ManagementProblem ManagementITSM toolsCloud environmentsRoot Cause AnalysisStakeholder managementAnalytical abilitiesCommunication

Required

Bachelors Degree

7+ years of experience in IT Service Management or IT Operations

Strong understanding of ITIL frameworks, particularly Change, Incident, and Problem Management

Experience facilitating CAB meetings and managing change processes in complex environments

Excellent communication and stakeholder management skills; able to work across all levels of the organization

Ability to lead high-pressure major incident calls and coordinate multiple technical teams

Strong analytical abilities with experience identifying trends and root causes

Hands-on experience with ITSM tools (ServiceNow, Jira Service Management, Freshworks, etc.)

Demonstrated ability to build relationships across Infrastructure, Security, Applications, and Business teams

Preferred

ITIL v4 Foundation (required); ITIL Managing Professional preferred

Experience with cloud environments (AWS, Azure, M365) and hybrid infrastructures

Experience working in regulated industries such as insurance or financial services

Knowledge of DevOps, CI/CD, and change automation practices

Benefits

Annual bonus based on company and individual performance

Generous benefits package

Company

Fortitude Re

Fortitude Re is a reinsurance company that specializes in executing bespoke transactional solutions.

Founded in 2017

Jersey City, New Jersey, USA

501-1000 employees

https://fortitude-re.com

H1B Sponsorship

Fortitude Re has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

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Trends of Total Sponsorships

2025 (5)

2023 (3)

2022 (2)