Our Fortune 500 company is driving a digital transformation and looking for forward-thinking innovators to disrupt how our industry thinks about and uses technology. As one of the world's leading employee benefits providers, we help millions of people gain affordable access to benefits that help them protect their families, their finances and their futures.

Are you an asker of questions, a solver of problems, and a challenger of the status quo? Our mission is to provide a differentiated customer experience and exceed the expectations people have of technology at any company - not just insurers.

We are seeking individuals to join our team of talented IT professionals who share never-ending passion and an unwavering focus on our customer experience. Team members comfortable working in an agile, fast-paced, and delivery-focused environment thrive in our environment where we value an entrepreneurial spirit and those who challenge the status-quo.

• Bachelor's degree or equivalent work experience.
• 4+ years of experience in the IT field.
• ITIL certified with proven expertise in ITIL processes (incident, problem, change, and release management).
• Excellent written and verbal communication skills across all organizational levels and contexts.
• Strong leadership in incident response, problem ticket management, escalation, and post-incident reviews.
• Exceptional analytical, problem-solving, and organizational skills.
• Proficient in Agile/Lean leadership principles.
• Experience driving process improvements and governance.
• Skilled in managing change and guiding service provider teams through transitions.
• Critical thinker with a proactive approach to problem resolution.
• Experience in service delivery involving complex, multi-supplier ecosystems (e.g., public, private, and hybrid cloud).
• Self-motivated with the ability to handle sensitive and confidential information.
• Capable of prioritizing and managing tasks effectively, even under pressure in a 24x7 operational environment.

• Lead and execute incident responses, ensuring clear, accurate, and concise updates are communicated as per standard operating procedures.
• Manage incidents, escalate to Escalation Manager when necessary, and oversee the resolution process.
• Own the completion of problem records, ensuring root cause analysis is conducted and post-incident reviews are completed.
• Identifies areas for improvement of capabilities, leveraging post-incident analysis to drive service enhancements.

• Has responsibility for the smooth implementation of change into the production environment by delivering multiple ITIL disciplines and helping ensure they are followed.
• Follows established incident and problem management processes, contributing feedback and suggestions for process improvements.
• Creates and assesses incident/problem reports to support governance, management, and process goals.
• Assists with enterprise process management initiatives and identifies needs for document updates.

• In collaboration with the IT Delivery Manager or Director, works with projects, the business, and internal/external IT service providers to define and understand Service Level Agreements (SLAs) and Operational Support models when new services are delivered or reviewed.
• Coordinates closely with service providers for ongoing Operational Readiness when operational changes associated with services are required.
• For agreed services, evaluates and reviews service performance and technical information provided by the service suppliers.
• Ensures a cohesive, high-quality service is seen by the business by working closely with other IT teams across the enterprise to ensure service.

• Develops excellent relationships with service suppliers and can influence behavior.
• Provides meaningful reporting as agreed with the business to track service delivery and identify areas for improvement.
• Runs planning and prioritization activities with their team, the business, and internal/external IT service providers.
• Collaborates with team members to create and improve training materials, participates in ongoing training sessions, and mentors less experienced team members.

• Participates in a 24x7 on-call rotation, ensuring operational support is consistently maintained.
• Maintains and updates the on-call calendar to reflect planned leave and activities.

• Works with IT teams as required to plan and run small to medium projects.
• Has strong project delivery skills and works closely with other enterprise service delivery areas.