Incident and Problem Manager

Company



Munich Re America Services



Location



Cincinnati
, United States

The Department IT Service Management provides an independent view on the performance of IT service delivery units. This includes monitoring of IT services, delivery and support processes, management of escalation as well as performance reporting for customers. IT Service Management also defines and implements ITIL- and operational procedures, but also provides a SIAM (Service Management and Integration) tooling strategy as well as an integrated SIAM tool set.

The section Service Operations drives the performance of the IT service delivery to the business units and accordingly provides an operational status. The group is responsible for the management of major incidents including escalations, the initiation of task forces including communication and root cause analyses as well as continual service improvements in collaboration with the Service Delivery- or Application units. As a Service Manager you gain a holistic overview of the Munich Re IT landscape and have interfaces with many units in the global IT organization. In addition, you will be involved at an early stage in the resolution of operational disruptions and drive root cause analysis, as well as sustainable service improvements.

YOUR JOB

• Enabling of service restoration incl. classification, prioritization and documentation of major incidents by driving of task forces and communication of results according to global process guidelines
• Tracking of delivery issues and identified mitigating actions across IT Services, IT Providers and other IT Units derived from Incident- and Problem records
• Management and monitoring of operational key metrics (SLAs, KPI trends) and identification of adjustments from a customer resp. user perspective
• Real-time stakeholder communication of major incidents, Senior stakeholder management experience
• Provide thought leadership to enable process improvement
• Proactive identification of performance deterioration (Proactive Major Incident- and Problem Management)
• Driving of root cause identification and tracking of permanent fix implementations or continual service improvements
• Continuous collaboration with Service- and Application Owners and ITIL Global Process Owners, regarding performance issues, scheduled service improvements and planned activities
• Providing support with the implementation of agreed remedies and preventative measures incl. reporting regarding the current state of incidents and problems.
• Provision of IT service reports i.e. incident statistics, problem management data and root cause analysis for operational reviews
• Definition of requirements and instrumentation for reporting, monitoring and operational management capabilities of IT applications and IT systems. Work with IT architecture and build teams

YOUR PROFILE

• Wide operational Major Incident- and Problem Management experience in a global IT environment
• Practical knowledge of Change Management processes
• Sound IT infrastructure experience as well as quality and results orientation. IT application development knowhow helpful
• Experience in managing external service providers
• ITIL knowledge (at least Foundation, ITIL Expert V3/ Managing Professional V4 desirable)
• Practical project management experience
• Outstanding ability to think in a global meta-organizational, networked manner
• Strong planning, coordination and organizational skills
• Self-confidence, assertiveness, commitment
• University degree in IT or business information management or equivalent qualification
• Fluent in English (C1 level)
• "Cultural awareness"

Munich Re is one of the world's leading reinsurance companies with more than 11,000 employees at over 50 locations around the globe. We are working on topics today that will concern the whole of society tomorrow, whether that be climate change, major construction projects, gene technology or space travel. We find solutions to these challenges through a network of highly qualified professionals who anticipate risks, work on tailor-made solutions and expertly advise our clients. If you want to help shape the future as part of one of our teams, we look forward to hearing from you.