Major Incident Manager

Job content

Job Family

IT Operations

Job Description Summary

Responsible for accountable for the implementation and ownership of the AGT Global Critical Incident process. In addition, will undertake tasks allocated by the OSM Senior Service Manager that are related directly or indirectly to delivering a high quality Global Critical Incident process for AGT. Responsible for the oversight of all critical incidents, SWAT and Sev 1 calls.

Responsibilities

Job Description

• Conducts workflow analysis and business process analysis, identifying root cause and finding improvement areas through the use of business modeling tools. Recommends improvements to processes.
• Leverages and challenges processes to identify areas of improvement, ensuring the analysis is in alignment with business initiatives
• Performs cost benefit analysis resulting in recommendations for improvements.
• Leads small project teams
• Contributes to long term Operational strategy and roadmaps
  
  

From the match summary language:

• Responsible for major IT systems incident management from initiation through resolution.
• Coordinate appropriate resources to resolve critical incidents in accordance with service level agreements and operational level agreements.
• Responsible for all communication during a major system outage, ensuring IT management and the businesses are kept updated until the incident is resolved.
• Coordinate, manage and keep chronology of events during incident management conference calls.
• Update the incident reporting systems with resolution information, liaise with problem management on detection of potential trends; driving down repeat, service impacting failures.
• Analyzes and measures the effectiveness of existing business processes and develops sustainable, repeatable and quantifiable business process improvements
• Researches best business practices within and outside the organization to establish benchmark data
• Collects and analyzes process data to initiate, develop and recommend business practices and procedures that focus on enhanced safety, increased productivity, and reduced cost
• Determines how new information technologies can support reengineering business processes
  
  

Qualifications

• Excellent Major Incident and Problem Management skills
• Excellent people management skills
• Fully competent in delivering oral communications and written reports and presentations
• Expert in the preparation of process and procedure documentation
• Ability to work well with others, as well as independently
• Ability to adapt management style to match the political landscape
• Attention to detail
• Work under pressure to deliver to agreed deadlines
• Ability to influence process and recommend direction to peers and managers
• Strong decision making capabilities
• ITIL Foundation 3 and relevant Practitioners courses
• Root Cause Analysis skills
  
  

Preferred Qualifications

• Computer Science or related degree, or equivalent work experience
• Experience in supporting enterprise-level platform
• Experience of working in IT Service Management
• Lean Six Sigma or equivalent
• ITIL Intermediate
  
  

Working Conditions

The job will support AGT’s global critical incident process covering 7*24*365. As this involves global support it is likely that roles will be based in the US and Europe. Office and home working will be required and on occasions there will be a requirement to work longer hours as the situation dictates. Shift patters may change based on business need.

Why Work for Us

Total Rewards at Transamerica: It’s more than a paycheck.

Our comprehensive Total Rewards package is designed to help support you in many ways — throughout all stages of your life and career. We provide a competitive, market-driven program that encompasses base compensation, bonus potential, retirement, health and wellness benefits, learning and development opportunities, plus great employee perks. All designed with you in mind… to help you live your best life, grow personally and professionally - and feel valued for the work you do.

Learn more about our Total Rewards Package.

Equal Opportunity Employer:

Transamerica Life Insurance Company is an Equal Employment Opportunity employer and does not discriminate against any applicant or employee because of age, religion, sex, gender identity, genetic information, race, color, national origin, pregnancy, sexual orientation, marital status, participation in the uniformed services (e.g. U.S. Armed Forces, National Guard), physical or mental disability, or any other status protected by federal, state, or local equal employment opportunities laws.

Applicants with physical or mental disabilities may be entitled to a form of reasonable accommodation under the Americans with Disabilities Act and certain state and local laws. A reasonable accommodation is a change in the way things are normally done which will insure equal employment opportunity without imposing undue hardship on the Transamerica Companies. Please contact: applicantsupport@transamerica.com if you are a job seeker with a disability, or are assisting someone with a disability, and require assistance to apply for one of our jobs.

Ontario Applicants:

Our Company is committed to providing accessibility to those with disabilities in a manner that is consistent with the principles of independence, dignity, integration and equality of opportunity, that is in compliance with the Accessibility for Ontarians with Disabilities Act 2005 ("AODA"). Please contact applicantsupport@transamerica.com if you are a job seeker with a disability, or are assisting someone with a disability, and require assistance to apply for one of our jobs.

Technical Assistance:

If you experience technical problems during the application process, please email applicantsupport@transamerica.com.

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