Mitchell International, Inc.

Supervisor, Information Systems Operations

US-CA-San Diego
Job ID
17-7918
Type
Regular Hire

Company Overview

Mitchell International, Inc. is a leading provider of information and workflow solutions to the Property & Casualty Claims Industry and their supply chain partners. We solve interesting and complex problems that directly affect the customers our clients serve. We are constantly adapting to stay on the forefront of emerging technologies and we work diligently to maintain our position as a thought leader within our industry.

 

 

 

Job Description

We are looking for a confident and talented individual who understand technology, process, and people, and can bring about improvements through excellence in Incident and Problem management.  You will be part of a Large Scale SaaS provider and make a real difference to Mitchell International customers.   The Incident Managers take our Incident and Problem management processes to the next level, executing and driving adoption across all of Mitchell International, providing support and guidance the technology teams. As a driver for our Service Management processes you will help others understand the roles and responsibilities and the business value that process provides.

 

Our Mitchell Operations team is at the forefront of the action and comprised of a group of subject matter experts working 24x7x365 to provide support services worldwide.

Description:

  • The Incident/Problem Manager is responsible for managing major service impacting incidents as part of a 24/7 team
  • Drive incidents to resolution, providing structure, coordination, and consistency.
  • May be supervising up to 5 people at any given time.
  • Must be able to direct others in high-pressure situations, keeping people on task, and making sure they are providing the best results for our customers
  • Work with relevant teams to identify the root cause and implement remediation steps.
  • Evaluate the current state of our processes, identify areas of improvements, and implement those improvements across the organization
  • Demonstrate the business value that processes provide and influence the service teams to effectively adopt and follow the processes on an ongoing basis
  • You must be able to work with variety of people, including engineers, program managers, and executive management
  • Drive Problem Management to identify root cause and corrective actions
  • Establish metrics and reporting to create visibility into adoption and effectiveness of processes
  • Define and implement improvements to Mitchell’s Incident / Problem Management process
  • Adapt Service Management processes to integrate with evolving DevOps practices
  • Work across organizational boundaries, bringing together people with diverse perspectives and experience to find solutions

Qualifications

  • 3+ years managing major incidents to resolution
  • Bachelor's Degree
  • Proven experience driving down MTTR and MTBF through Incident and Problem Management
  • A minimum of 3 years experience defining and implementing Service Management processes
  • Experience working with Service Management systems such as Remedy, and Jira
  • Strong written skills for communicating directly with executive management and customers
  • Demonstrated experience with large scale SaaS systems
  • Success working across organizational boundaries, bringing together people with diverse perspectives and experience to find solutions
  • Demonstrate a proactive approach to detecting and resolving issues
  • Build alignment across key Incident Management project stakeholders
  • Define and implement a robust Root Cause Analysis and Problem Management program to drive insights and corrective action identified as part of Incident post mortems
  • Drive detailed monthly status reporting and outage trending analysis
  • Drive continuous improvement efforts by reviewing incidents, escalations, identifying gaps, and iterating on best practices
  • Strong bias for action and the ability to effectively prioritize and execute tasks in a dynamic and high-pressure environment.
  • Manage confidentiality without exception.
  • Ability to provide complex information into consumable and actionable items for an executive audience.
  • Basic familiarity with data center physical IT equipment (e.g. Servers, SANs, Networking, etc.) & infrastructure (e.g. Electrical Distribution, Mechanical Cooling Systems, etc.) helpful but not required.
  • You must have a strong analytical approach, understanding the need for KPIs and metrics to demonstrate value and to provide feedback into the improvement process
  • Adapts to new, last minute, unplanned, and difficult assignments

Preferred Qualifications:

  • ITIL Foundations certification
  • Displays passion for & responsibility to the customer
  • Displays leadership through innovation
  • Displays a passion for what you do and a drive to improve
  • Displays personal & corporate integrity
  • Assess Incident Management needs and define associated requirements

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