Senior ITSM Problem & Major Incident Manager

Markel • Richmond, VA

5d • Hybrid

About The Position

What part will you play? If you’re looking for a place where you can make a meaningful difference, you’ve found it. The work we do at Markel gives people the confidence to move forward and seize opportunities, and you’ll find your fit amongst our global community of optimists and problem-solvers. We’re always pushing each other to go further because we believe that when we realize our potential, we can help others reach theirs. Join us and play your part in something special! Looking for a role that will have a meaningful impact in IT? We are looking for an individual to proactively manage incidents and problems across our IT environment. What part will you play? If you’re looking for a place where you can make a meaningful difference, you’ve found it. The work we do at Markel gives people the confidence to move forward and seize opportunities, and you’ll find your fit amongst our global community of optimists and problem-solvers. We’re always pushing each other to go further because we believe that when we realize our potential, we can help others reach theirs. Job Location: Hybrid work arrangement based in Richmond, VA The opportunity: We're seeking a seasoned Senior ITSM Problem/Major Incident Manager to join our dynamic IT Service Management team! In this role, you'll spearhead root cause analysis and resolution of IT incidents, prevent recurring issues, and ensure smooth management of incidents and problems across our IT landscape. You'll work closely with cross-functional teams to tackle underlying issues that affect service performance and availability. You'll be part of an on-call rota, ready to jump into action whenever needed

Requirements

• 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.
• Bachelor's degree in information technology, Computer Science, or a related field preferred.
• Minimum of 5 years of experience in IT Service Management, with a focus on Problem Management, Incident Management, or Service Operations.
• ITIL v3 or ITIL 4 Foundation certification is preferred; advanced ITIL certifications (e.g., ITIL Practitioner, Problem Management) are a plus.
• 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.

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.

Benefits

• In keeping with the values of the Markel Style, we strive to support our employees in living their lives to the fullest at home and at work.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees