Major Incident Management Lead

Who We Are

At Corebridge Financial, we believe action is everything. That’s why every day we partner with financial professionals and institutions to make it possible for more people to take action in their financial lives, for today and tomorrow.

We align to a set of Values that are the core pillars that define our culture and help bring our brand purpose to life:

• We are stronger as one: We collaborate across the enterprise, scale what works and act   decisively for our customers and partners.
• We deliver on commitments: We are accountable, empower each other and go above and beyond for our stakeholders.
• We learn, improve and innovate: We get better each day by challenging the status quo and equipping ourselves for the future.
• We are inclusive: We embrace different perspectives, enabling our colleagues to make an impact and bring their whole selves to work.

Who You'll Work With:

The Information Technology organization is the technological foundation of our business and works in collaboration with our partners from across the company. The team drives technology and digital transformation, partners with business leaders to design and execute new strategies through IT and operations services and ensures the necessary IT risk management and security measures are in place and aligned with enterprise architecture standards and principles.

About the Role:

As the Major Incident Management Lead, you will manage and guide the Incident Managers in the daily execution of the Major Incident Management function as well as in facilitating and managing major incidents through resolution in collaboration with IT and Business leadership.

Responsibilities:

• Provide daily guidance and support to Incident Managers

• Facilitate and manage major incidents

• Communicate major incidents to Senior IT and Business leaders

• Collaborate with Application, Infrastructure, and Business teams to drive the identification and implementation of fixes and work arounds to restore service in production

• Identify and manage improvements and enhancements to team and operational function, and Incident Management process

• Manage the operationalization of improvements and enhancements

• Review and validate ongoing execution of the Incident Management Process adheres to the Incident Management IT Controls

• Engage with Technology Risk Control to provide evidence of control quality, attestation of control effectiveness, and to report control breaks and mitigation plans

• Execute review and validation of monthly and quarterly KRI and KPI metrics; contribute to developing key messages for Quarterly Business and Operations Reviews

• Earn trust and relationships with Business and IT teams, enabling collaboration for short- and long-term execution and continuous improvement

• Engage IT and Business stakeholders in continuous feedback on the service’s value – leveraging the feedback for continuous improvement

• Collaborate with Problem Management and Change Management on efficiencies and data integrity within the dependencies between Incident, Problem, and Change Management

• Present goals and improvements for Incident Management, and integrated processes and systems, for forward-looking goals and priorities.

Skills and Qualifications

• BA/BS or equivalent years of experience

• 10+ years’ experience as an Incident Manager, Major Incident Management Lead or Service Delivery Lead

• 10+ years’ of ITSM experience

• Great attention to detail

• Working experience with managing or collaborating with globally dispersed and diverse teams

• Working experience with managing and driving execution with managed service providers

• Extensive experience and skill strength in the following:

• IT Service Management (Incident, Problem, Change)

• Problem solving across a complex technical and business systems environment

• Communication, with the ability to communicate effectively across technical and business teams

• Facilitating and managing major incidents – across Applications and Infrastructure with internal teams and external service providers and SaaS providers

• Situation management and conflict management

• Planning and executing delivery of improvements

• Planning and executing operationalization

• Proactive Continuous Improvement, from analysis through implementation

• Building high performance teams including associates and external service providers

• Customer serv