IT Service Manager - Catalyst360 - The Hartford (Philadelphia, Pennsylvania)
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Job Title
IT Service Manager - Catalyst360
Job Details
City: Philadelphia
State: Pennsylvania
Country: USA
State: Pennsylvania
Country: USA
Company Name: The Hartford
Job Category: Information Technology
Job Category: Information Technology
Job Description
WHY JOIN THE HARTFORD?
As a global leader in insurance, asset management and financial service products, we offer professionals every possibility for growth. And whether we're helping customers or building careers, we're experts at creating the kind of advantages that help people reach their goals. This position is located in Horsham, PA. Our Customer Contact Center supports Sales and Service Operations for AARP Health and Membership, providing premier healthcare products for people 50 years of age and older.
Catalyst360 is a business unit of The Hartford Personal Lines, which is part of The Hartford Worldwide Property-Casualty Operations.
WHAT ARE THE RESPONSIBILITIES OF THE POSITION?
This position is for an IT Service Manager who will be responsible for the processes and procedures for Service Management, Change Management and Problem Management. The successful candidate will share 24 x 7 coverage for Service Management in an on-call rotation, run Catalyst 360 Environment Change Management and execute Problem Management.
Responsibilities include:
Service Management (On-call Incident Management)
Responsible for all process and procedures associated with Service Management. Serve in a 24 x 7 on-call rotation with other Application Services Managers. Manage to resolution, high and urgent severity incidents. This includes leading or liaison with support teams and their managers, communication with IT and Operations management, corporate Service Desk, and external partners' support management. Providing post-mortem services such as reporting wrap-ups, meetings if necessary for gap analysis and solution implementation.
Change Management
Administer Catalyst 360 local change control and our cross-partner change control processes. Provide scheduling of infrastructure and application activities. Ensure proper communication of scheduled system outages to our business and our business partners.
Problem Management
Track, manage and resolve the root cause of incidents and minimize the adverse impact of incidents and problems on business that are caused by errors within the IT infrastructure and prevent recurrence of incidents related to these errors.
Deployment Management
Serve in a rotation with Application Services Managers sharing responsibility for the deployment of system releases and infrastructure projects. The Deployment Manager creates all of the documentation for system release such as the Deployment Schedule and Communication Plan. The Deployment Manager also leads the resources during execution of the plan.
WHAT ARE WE LOOKING FOR?
Qualified candidates will have the following requirements:
Remedy; Vitria BusinessWare, Oracle SOA, Avaya CMS, NaperSoft WEBDemand360, Siebel 7.x CRM, Siebel 8.x CRM, Siebel Analytics, Genesys GVP, Oracle, IBM Websphere, NICE CEMS, Serena Dimensions CM
WHAT IS THE COMPENSATION OPPORTUNITY?
At the Hartford, our compensation philosophy is simple: we pay competitive base salaries and reward performance. In addition, you will be eligible to participate in our comprehensive benefits program including Medical, Dental, Life and Disability Insurance, a 401K Plan, an Employee Stock Purchase Plan, Tuition Reimbursement, Paid time off and paid holidays, plus incentive bonuses and more.
Our Core Values: Integrity Financial Discipline Diversity & Inclusion Customer Focus Winning Spirit Teamwork 
As a global leader in insurance, asset management and financial service products, we offer professionals every possibility for growth. And whether we're helping customers or building careers, we're experts at creating the kind of advantages that help people reach their goals. This position is located in Horsham, PA. Our Customer Contact Center supports Sales and Service Operations for AARP Health and Membership, providing premier healthcare products for people 50 years of age and older.
Catalyst360 is a business unit of The Hartford Personal Lines, which is part of The Hartford Worldwide Property-Casualty Operations.
WHAT ARE THE RESPONSIBILITIES OF THE POSITION?
This position is for an IT Service Manager who will be responsible for the processes and procedures for Service Management, Change Management and Problem Management. The successful candidate will share 24 x 7 coverage for Service Management in an on-call rotation, run Catalyst 360 Environment Change Management and execute Problem Management.
Responsibilities include:
Service Management (On-call Incident Management)
Responsible for all process and procedures associated with Service Management. Serve in a 24 x 7 on-call rotation with other Application Services Managers. Manage to resolution, high and urgent severity incidents. This includes leading or liaison with support teams and their managers, communication with IT and Operations management, corporate Service Desk, and external partners' support management. Providing post-mortem services such as reporting wrap-ups, meetings if necessary for gap analysis and solution implementation.
Change Management
Administer Catalyst 360 local change control and our cross-partner change control processes. Provide scheduling of infrastructure and application activities. Ensure proper communication of scheduled system outages to our business and our business partners.
Problem Management
Track, manage and resolve the root cause of incidents and minimize the adverse impact of incidents and problems on business that are caused by errors within the IT infrastructure and prevent recurrence of incidents related to these errors.
Deployment Management
Serve in a rotation with Application Services Managers sharing responsibility for the deployment of system releases and infrastructure projects. The Deployment Manager creates all of the documentation for system release such as the Deployment Schedule and Communication Plan. The Deployment Manager also leads the resources during execution of the plan.
WHAT ARE WE LOOKING FOR?
Qualified candidates will have the following requirements:
- 4+ years of experience in Information Technology
- Solid knowledge of the software development lifecycle and IT service delivery. (ITIL, CMM)
- Flexibility with working hours as required for leading 24x7 on call support group.
- Attention to detail, strong work ethic and results orientation.
- Flexibility to support and manage multiple projects/deadlines simultaneously.
- Ability to communicate complex issues clearly and concisely.
- Proven experience leading technical teams.
Remedy; Vitria BusinessWare, Oracle SOA, Avaya CMS, NaperSoft WEBDemand360, Siebel 7.x CRM, Siebel 8.x CRM, Siebel Analytics, Genesys GVP, Oracle, IBM Websphere, NICE CEMS, Serena Dimensions CM
WHAT IS THE COMPENSATION OPPORTUNITY?
At the Hartford, our compensation philosophy is simple: we pay competitive base salaries and reward performance. In addition, you will be eligible to participate in our comprehensive benefits program including Medical, Dental, Life and Disability Insurance, a 401K Plan, an Employee Stock Purchase Plan, Tuition Reimbursement, Paid time off and paid holidays, plus incentive bonuses and more.
The Hartford is an Equal Opportunity Employer
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