ABOUT US 

At HUB International, we are a team of entrepreneurs. We believe in protecting and supporting the aspirations of individuals, families, and businesses. We help our clients evaluate their risks and develop solutions tailored to their needs. We believe in empowering our employees to learn, grow, and make a difference. Our structure enables our teams to maintain their own unique, regional culture while leveraging support and resources from our corporate centers of excellence. 

HUB is the 5th largest global insurance and employee benefits broker, providing a boundaryless array of business insurance, employee benefits, risk services, personal insurance, retirement, and private wealth management products and services. With over $5 billion in revenue and almost 20,000 employees in 600 offices throughout North America, HUB has grown substantially, in part due to our industry leading success in mergers and acquisitions. 

Position Overview

The Digital Platform ITSM/Tooling Manager will lead the management, development, and integration of digital tooling and IT service management solutions to enhance automation, orchestration, and monitoring of HUB International’s cloud infrastructure and CI/CD pipelines. The successful candidate will directly oversee a specialized team responsible for ensuring reliability, availability, and optimal performance of HUB’s digital applications and platforms, notably VIU by HUB.

This manager collaborates closely with CloudOps, Application Development, Infrastructure, Security, and business stakeholders, leveraging deep technical expertise to improve existing processes, develop innovative monitoring solutions, and maintain operational excellence.

Objectives of this Role

• Manage and ensure successful completion of tooling and monitoring projects within established timelines and quality standards.
• Lead and mentor an ITSM/Tooling team focused on availability, reliability, and performance monitoring for mission-critical cloud-based applications.
• Act as primary escalation point and provide 24/7 leadership in resolving critical system issues.
• Ensure security compliance of tooling and monitoring systems, working collaboratively with Security teams.
• Foster continuous improvement through modernization initiatives, mentoring team members, and driving adoption of best practices.
• Plan, organize, and oversee multiple simultaneous operational projects.
• Implement and enhance DevOps methodologies and frameworks to rapidly identify and resolve application and platform issues.
• Provide detailed reporting on operational health, project status, activities, and achievements to senior management.

Daily and Monthly Responsibilities

• Lead and actively engage with stakeholders to gather and interpret business, technical, and operational requirements.
• Conduct and supervise root-cause analysis for digital platform disruptions, implementing effective preventive measures.
• Oversee the configuration, tuning, testing, and ongoing optimization of tooling and monitoring solutions.
• Continuously define and refine digital platform support and triage workflows to improve efficiency.
• Regularly analyze and recommend tooling upgrades, architecture improvements, and implementation strategies.
• Define and monitor benchmarks, tracking KPIs to measure system performance, availability, and responsiveness.
• Ensure technical documentation and operational processes are comprehensive, up-to-date, and accessible.

Skills & Qualifications

Required Qualifications:
• Bachelor’s degree in technology or equivalent relevant experience.
• Minimum of 5 years’ experience with scripting/programming (PowerShell, Python, Shell scripting).
• Minimum of 5 years’ experience managing Azure infrastructure and PaaS technologies.
• Extensive expertise (5+ years) with monitoring and automation tools including Dynatrace, Splunk, OMS, Application Insights, Terraform, Azure DevOps, and Azure Runbooks.
• Strong leadership skills with proven ability to mentor, manage, and develop technical teams.
• Excellent analytical, troubleshooting, and problem-solving capabilities.
• Commitment to continuous personal and team development.

Preferred Qualifications:
• Prior experience in insurance, financial services, or similarly regulated industries.
• Expertise in security compliance frameworks and best practices.

Additional Emphasis Areas

• Leading, managing, and mentoring team members to ensure professional growth and team effectiveness.
• Driving strategic direction and continuous improvement within the digital tooling and observability frameworks.
• Implementing comprehensive observability and automated monitoring solutions across Azure, AWS, and Google Cloud Pla