Director, IT Event and Problem Management
The HartfordAbout the role
We’re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals – and to help others accomplish theirs, too. Join our team as we help shape the future.
Role Purpose
The Director of IT Major Incident Management (MIM) and Problem Management leveraging Agentic AI leads a modern, autonomous service operations team that transforms incident response from reactive, manual effort into proactive, intelligent resolution. This role uses AI agents to automate complex ITIL workflows, including detection, diagnosis, communication, and remediation—to reduce mean time to resolution (MTTR) and improve service availability.
Key Accountabilities
Autonomous Incident Response: Utilizing AI agents to analyze incidents, identify root causes, and suggest or execute remediation steps, shifting the team from manual troubleshooting to managing AI-driven resolution workflows.
Proactive Problem Management: Implementing Agentic AI to analyze incident data for trends, identify recurring issues before they cause major outages, and automate the creation of problem records.
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