Major Incident Management Lead

Corebridge Financial • Jersey City, NJ

5d • Hybrid

About The Position

As the Major Incident Management Lead, you will manage and guide the Incident Managers in the daily execution of the Major Incident Management function as well as in facilitating and managing major incidents through resolution in collaboration with IT and Business leadership.

Requirements

• BA/BS or equivalent years of experience
• 10+ years’ experience as an Incident Manager, Major Incident Management Lead or Service Delivery Lead
• 10+ years’ of ITSM experience
• Great attention to detail
• Working experience with managing or collaborating with globally dispersed and diverse teams
• Working experience with managing and driving execution with managed service providers
• Extensive experience and skill strength in the following:
• IT Service Management (Incident, Problem, Change)
• Problem solving across a complex technical and business systems environment
• Communication, with the ability to communicate effectively across technical and business teams
• Facilitating and managing major incidents – across Applications and Infrastructure with internal teams and external service providers and SaaS providers
• Situation management and conflict management
• Planning and executing delivery of improvements
• Planning and executing operationalization
• Proactive Continuous Improvement, from analysis through implementation
• Building high performance teams including associates and external service providers
• Customer service management, expectation management and service level compliance
• Tools experience across ServiceNow or similar ITSM system
• Experience and skill strength in the following:
• Defining proactive and preventative strategies and tactical plans for limiting incident occurrence
• Facilitating and driving risk management in incidents
• Managing multiple and changing priorities consistently
• Understanding the System Development Lifecycle and Agile Software Development across development, maintenance, change, and release
• IT Controls Management – mapping process activities to IT Controls

Responsibilities

• Provide daily guidance and support to Incident Managers
• Facilitate and manage major incidents
• Communicate major incidents to Senior IT and Business leaders
• Collaborate with Application, Infrastructure, and Business teams to drive the identification and implementation of fixes and work arounds to restore service in production
• Identify and manage improvements and enhancements to team and operational function, and Incident Management process
• Manage the operationalization of improvements and enhancements
• Review and validate ongoing execution of the Incident Management Process adheres to the Incident Management IT Controls
• Engage with Technology Risk Control to provide evidence of control quality, attestation of control effectiveness, and to report control breaks and mitigation plans
• Execute review and validation of monthly and quarterly KRI and KPI metrics; contribute to developing key messages for Quarterly Business and Operations Reviews
• Earn trust and relationships with Business and IT teams, enabling collaboration for short- and long-term execution and continuous improvement
• Engage IT and Business stakeholders in continuous feedback on the service’s value – leveraging the feedback for continuous improvement
• Collaborate with Problem Management and Change Management on efficiencies and data integrity within the dependencies between Incident, Problem, and Change Management
• Present goals and improvements for Incident Management, and integrated processes and systems, for forward-looking goals and priorities.

Benefits

• Health and Wellness: We offer a range of medical, dental and vision insurance plans, as well as mental health support and wellness initiatives to promote overall well-being.
• Retirement Savings: We offer retirement benefits options, which vary by location. In the U.S., our competitive 401(k) Plan offers a generous dollar-for-dollar Company matching contribution of up to 6% of eligible pay and a Company contribution equal to 3% of eligible pay (subject to annual IRS limits and Plan terms). These Company contributions vest immediately.
• Employee Assistance Program: Confidential counseling services and resources are available to all employees.
• Matching charitable donations: Corebridge matches donations to tax-exempt organizations 1:1, up to $5,000.
• Volunteer Time Off: Employees may use up to 16 volunteer hours annually to support activities that enhance and serve communities where employees live and work.
• Paid Time Off: Eligible employees start off with at least 24 Paid Time Off (PTO) days so they can take time off for themselves and their families when they need it.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees