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IT Service Availability Manager in Cleveland, OH at National General Insurance

Date Posted: 5/21/2019

Job Snapshot

Job Description

Primary Purpose:

The IT Service Availability Manager is responsible for reporting, tracking, and closing of all Service Interruptions in the environment, and ensuring incidents are moved to and tracked in problem management.  In this role, the candidate will perform a variety of incident management functions, including, but not limited to: escalations, incident notifications, initiation and management of bridge calls, responding to leadership inquiries, coordinating with application support groups and external site personnel, maintaining a maintenance event tracking roster, and coordinating with the change management team.  Identifies opportunities for improvement, and uses data to recommend changes to the management team. Fields escalations in a timely manner and ensures the team is handling them in accordance with all SLAs. 


Essential Duties and Responsibilities:

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

  • Ability to think through difficult issues and provide guidance and / or seek advice when necessary
  • Ability to work on assignments requiring sound judgement to resolve issues and make recommendations
  • Initiative to drive all incidents to resolution, and ensuring timely participation by all stakeholders
  • Appropriately escalates issues to upper management in accordance with prescribed procedures
  • Ensures ticket resolution times meet agreed upon SLAs as related to operations and end-user requests
  • Following the corporate incident management process, ensures all business impacting incidents are fully documented and properly escalated to the applicable support teams
  • Complies with standard processes and procedures documentation
  • Works to establish and manage an IT service catalog
  • Relies on extensive experience and judgment to plan and accomplish goals
  • Interact closely with customers to understand their needs and / or requirements
  • Ability to interact with geographically dispersed teams to achieve results
  • Ability to support 24x7x365 on-call rotation as needed
  • Consistently seeks to develop self and skills needed to be prepared for future opportunities
  • Provide coaching, mentoring and guidance to less experienced team members
  • Take action to resolve customer problems or concerns in a timely manner
  • Develop and document policies and procedures to implement formal incident management practices and associated metrics
  • Participate in system or application triage with support teams and / or vendors as necessary
  • Document incident root cause and communicate to stakeholders
  • Work with various technology teams to identify and implement lessons learned from each event
  • Monitor and reports on SLA adherence and team performance to published metrics
  • Monitor and reports on infrastructure trends and uptime metrics


Minimum Skills and Competencies:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Recent incident management and incident communication experience in medium to large enterprise environment
  • Exposure to ITIL framework for Incident and Problem Management
  • Experience with network and application monitoring tools and the ability to interpret associated reports
  • High degree of initiative, mature judgment, and discretion
  • Strong customer service focus to successfully interact with end-users and peer teams
  • Commitment to continuous process improvement
  • Excellent written and verbal communication skills using PowerPoint and Excel reporting tools
  • Experience working with an enterprise ticketing system
  • Self-motivated achiever who gains satisfaction from providing excellent customer service in a dynamic team environment
  • Ability to communicate complex ideas or issues in clear, simple, and understandable terms to non-technical audiences



Desired Skills:

  • Bachelor’s Degree in Computer Science or a related technical discipline; or the equivalent combination of education; professional training or work experience
  • 5+ years of experience in an IT support environment
  • 2+ years of experience in an IT supervisory role is strongly desired
  • ITIL Foundation certifications a huge plus
  • Knowledge of various monitoring tools (e.g., SCOM, Solarwinds, vRealize Operations, New Relic, Observium, Tripwire) a plus
  • Experience building service catalogs



Job Requirements


About National General Holdings:

National General Holdings Corp. is headquartered in New York City. National General traces its roots to 1939, has a financial strength rating of A– (excellent) from A.M. Best, and provides personal and commercial automobile, homeowners, umbrella, recreational vehicle, motorcycle, supplemental health, and other niche insurance products. We are a specialty personal lines insurance holding company. Through our subsidiaries, we provide a variety of insurance products, including personal and commercial automobile, homeowners, umbrella, recreational vehicle, supplemental health, lender-placed and other niche insurance products.

National General is a fast paced, dynamic, and entrepreneurial organization. Our team members live by and exemplify what we call the 4Es. At National General, we are Energized, Engaged, Empowered, and we Execute every day in order to provide an exceptional experience for our customers! We are passionate about our organization and the value that we add every day. A successful candidate with National General will embody the 4Es. Our team is poised to outperform the competition. We are National General Insurance and with us you can be extraordinary! Come join our team!

Companies and Partners

Direct General Auto & Life, Personal Express Insurance, Century-National Insurance, ABC Insurance Agencies, NatGen Preferred, NatGen Premier, Seattle Specialty, National General Lender Services, ARS, RAC Insurance Partners, Mountain Valley Indemnity, New Jersey Skylands, Adirondack Insurance Exchange, VelaPoint, Quotit, HealthCompare, AHCP, NHIC, Healthcare Solutions Team, North Star Marketing, Euro Accident.

In addition to a phenomenal career opportunity, National General Insurance offers an excellent benefits package including:

• Paid Training
• Medical, Dental, Vision benefits
• Wellness Programs
• Life and Short/Long Term Disability Insurance
• 401k w/ Company Match
• Company Paid Holidays & Generous Time-off policy
• Employee Discount Program
• Career Advancement and Development Opportunities
• On-site Healthcare Clinic (Winston-Salem and Cleveland offices)
• On-site Fitness Center (Cleveland and Dallas offices)
• Subsidized parking (Cleveland office)

National General Holdings Corp. is an Equal Opportunity (EO) employer – Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.

In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.