Incident Manager

2 weeks ago

Union, United States Great American Insurance Company Full time
Be Here. Be Great. Working for a leader in the insurance industry means opportunity for you. Great American Insurance Group's member companies are subsidiaries of American Financial Group. We combine a "small company" culture where your ideas will be heard with "big company" expertise to help you succeed. With over 30 specialty and property and casualty operations, there are always opportunities here to learn and grow.

At Great American, we value diversity and recognize the benefits gained when people from different cultures, backgrounds and experiences work collaboratively to achieve business results. We are intentionally focused on fostering an inclusive culture and know valuing diversity is an essential leadership quality. Our goal is to create a workplace where all employees feel included, empowered and enabled to perform at their best.

Short Description

We are currently seeking an Incident Manager that will coordinate and manage business disruptions to ensure timely service resolution. This person needs to show great communication skills, both written and verbal, as well as great analytical skills.

Job Requirements
  • Robust Customer Service background
  • Strong written and verbal communication skills across a variety of audiences, internal and business facing
  • High level knowledge of Incident and problem management processes
  • Problem solving skills
  • Ability to make decisions be it to call a major incident, execute an action plan, escalate or seek management assistance.
  • Experience with major incident process
  • Leadership skills and ability to lead a complex incident to resolution, staying calm in a high stress situation and keeping the incident resolution team focused.
  • Drives restoration and coordinates efforts for customer's Major Incidents across multiple support teams
  • Experience with Infrastructure support to assist with troubleshooting issues
  • Demonstrated experience in developing problem management organizational standards
  • Adept at developing documentation for consumption by end-users, service desk support agents, and higher-level technical resources
  • Demonstrated experience in coordinating input from multiple cross-functional teams: internal, business unit, and vendor
  • Provides strategic direction on types of Problem Management and Incident Management activities that will drive efficiencies across Great American Insurance Group.
  • Demonstrated experience interpreting and analyzing Problem Management reporting, including both proactive and reactive metrics
  • Develops and maintains strong customer relationships.
  • May lead small, less complex projects.
  • Performs other duties as assigned.
Qualifications
  • Bachelor's Degree or equivalent experience
  • 5-7 years related experience
  • Performs simple to moderately complex tasks. Performs work under moderate supervision
  • Work independently to get job completed on a timely SLA manner
    • Perform multiple tasks simultaneously completing task on time.


Business Unit:
Property & Casualty IT Services

Benefits:

We offer competitive healthcare, retirement, and paid time off benefits for full-time and part-time benefit eligible employees.

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