Head of Network Services Operations

Head of Network Services, Infrastructure Services

This is a 24/7 operations support role, partnering with outsourced service providers to ensure network availability, performance, and security. The position is located in our Atlanta office, not remote.

American International Group, Inc. (AIG) is a leading global insurance organization. AIG member companies provide a wide range of property casualty insurance in approximately 70 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets and manage risks.

We’re also committed to making a positive difference for our colleagues and in the communities where we work and live. We encourage colleagues to give back to the causes they care most about, supporting these efforts through our Volunteer Time Off and Matching Grants Programs.

About the Role

This is a 24/7 operations support role, partnering with outsourced service providers to ensure network availability, performance, and security. The position is located in our Atlanta office, not remote.

Responsibilities

• Managing issues proactively, including timely resolution and the identification of remediation opportunities. Identifying and resolving systemic issues to prevent them from repeating. • Change Management: Perform necessary change management activities and notifications, ensuring smooth transitions and minimal disruptions• Incident Analysis: Lead GNOC efforts and conduct Root Cause Analysis when needed to address issues and improve processes• Operational Coordination: Coordinate with Network Operations to ensure proper turnover and monitoring of new equipment, ensuring operational continuity• Stakeholder Engagement: Attend conference calls to explain proposed changes, seek approvals, and address any concerns• Record Maintenance: Maintain accurate and up-to-date records, including IP addresses, project tool statuses, drawings, and asset inventories• Reviewing and approving any request prioritizations. Partnering with managed service providers ensuring delivery against agreed upon service levels and striving to continually improve overall service delivery of operational activities. • Creating and maintaining internal documentation to bring consistency, repeatability, and efficiency to the day-to-day operations. • Establishing and maintaining standard operating procedures to maximize efficiency and measure key performance indicators, consistently working to improve those metrics. • Develop and maintain vendor governance processes to maximize the value of delivered services and optimize operations. • Assist in evaluation, design, testing and implementation of Network technology solutions and line of business applications.• Play an advisory role in IT projects to ensure that proposed solutions are in-line with operational capabilities of Network services tower. • Maintain lifecycle and currency of Network equipment and services.

Requirements

· Bachelor’s degree in computer science or similar areas of study, or a directly related field with 10 or more years of work experience.

· Technical Knowledge: Strong understanding of Cisco Routing/Switching/Wireless technologies, Palo Alto Firewalls, F5 Load Balancers, BlueCat DDI, cabling systems, and data communications

· Troubleshooting Skills: Strong problem-solving abilities, with a focus on identifying and resolving technical issues efficiently

· Communication Skills: Excellent oral and written communication skills, with the ability to convey complex technical information in a clear and concise manner

· Collaboration: A capable individual contributor with the ability to work effectively with other departments and coordinate activities

· Customer Service Orientation: Strong customer service skills, essential for building and maintaining positive relationships

· Experience with outsourced vendor and vendor contract management, including SLA review.

· Experience identifying operational issues and recommending and implementing strategies to resolve.

· Experience analyzing and reporting data in order to identify issues, trends, or exceptions to drive improvement of results and find solutions.

· Deep understanding of enterprise IT support, service management frameworks (ITIL, COBIT), and modern ITSM tools (ServiceNow preferred).

· Prior experience in design, implementation and operations of IT Network solutions working with managed services provider(s).

At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.

Enjoy benefits that take care of what matters

At AIG, our people are our greatest asset. We know how important it is to protect and invest in what’s most important to you. That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security—as well as your professional development—to bring peace of mind to you and your family.

Reimagining insurance to make a bigger difference to the world

American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far-reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.

Welcome to a culture of inclusion

We’re committed to creating a culture that truly respects and celebrates each other’s talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIG’s greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.

AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.

AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities. If you believe you need a reasonable accommodation, please send an email to candidatecare@aig.com.

Functional Area:

IT - Information Technology

AIG GLOBAL OPERATIONS, INC.