.Job RequirementsCHUBB's has responsibility for the coordination, development and support of all activities related to the production, operations and engineering of Chubb's core infrastructure including data centers, voice and data networking solutions, messaging/mail, mainframe, servers, databases, wireless technologies and associated end user computing, services and support.This position is responsible for providing management oversight and coordination of IT operational activities for- Identifying, prioritizing, recording, triaging, escalating, and monitoring incidents until affected services return to normal operation- Participate in incident resolution and root cause analysis processes and document the activities and events- Track and report on metrics and KPIs (e.G., service availability and performance)- Ensure that effective communication is maintained with the appropriate stakeholders during a major incident- Proactively evaluate impact of upcoming IT projects on Chubb's user communityTechnology Support- Owns the Incident & Problem Management Processes within the Technology Operating Center.- Aware of On-Prem as well Cloud Infrastructure processing.- Accountability and management oversight for facilitating day to day IT operational Incidents & Problems in a timely manner.- Escalation point and coordination for all IT infrastructure & Application related issues for North America and EMEA.- Oversees related vendor partners ensuring that service levels and contractual commitments are met as it relates to closing out Incidents.Compliance- Accountable for adhering to compliance and audit related needs.Service Excellence- Accountability for ensuring IT service delivery deficiencies are resolved in a timely manner.- End-to-end responsibility for communicating clear, concise and timely updates on technology related items.- Evaluates service reports and proactively identifies and pursues required corrective actions in problem areas.IT Partnership- Leverages the broader IT organization to communicate and deliver business value.- Facilitates business discussions that position IT to meet the on-going needs of business partners.Work Experience**QUALIFICATIONS**:- This position's location is exclusively in San Pedro Garza Garcia, Nuevo Leon, Mexico, due to the hybrid working from home scheme- This role requires being proficient with the Service Now ITSM tool.- Bachelor's degree or equivalent experience.- IT professional with 3-5 years of broad infrastructure, operational, compliance and/or security experience.- Experience with project management and/or business analysis skills.- Strong interpersonal skills with demonstrated commitment to providing superior customer service.- Excellent verbal and written communication skills required.- Action and closure oriented; results driven (this iscritical).- Advanced organizational skills including the ability to perform various activities concurrently
