IS Director- BI IT Production Operations Service Lead

Solid reputation, passionate people and endless opportunities.

That's Travelers. Our superior financial strength and consistent record of strong operating returns mean security for our customers - and opportunities for our employees. You will find Travelers to be full of energy and a workplace in which you truly can make a difference.

SUMMARY:
BI IT Production Operations Service Lead objective is to deliver agreed levels of service to users and customers and to manage the applications, technology and infrastructure that support delivery of the services. Implement ITIL structure and model where appropriate.

PRIMARY DUTIES AND RESPONSIBILITIES:

-Track the operational health of production by identifying vital signs that are critical for execution of business functions.
-Ensure that all day to day operational activities are carried out in a timely and reliable way.
-Effective implementation of the Incident Management process by representing the first stage of escalation for incident and tracking the resolution within agreed service levels.
-Manage the life cycle of the problem and prevent same issue from happening again.
-Certify regular measurements of availability.
-Confirm fulfillment of the business requirements in that the necessary IT capacities are available.
-Augment monitoring and alerting in partnership with OAI-sys.
-Accountable for directing staff to achieve deliverables.
-Responsible for all aspects of the human resource management of staff (2 directs)
-Position may require off hours support when needed due to a 24/7 support model

REQUIRED SKILLS & EXPERIENCE:

-Minimum of 10 years IT experience, including at least 5 years in an IT Leadership/Management capacity
-Experience working within various IT platforms/environments
-4 year degree in related field preferred
-Experience with ITIL Service Mgt best practices in highly preferred (Certification a plus)

Technical Knowledge
Has a solid working knowledge of capabilities and direction of technology, coupled with an in-depth knowledge of the technology required and the needs of business environment necessary to support assigned systems and/or projects. Develops solutions to meet business needs that reflect a clear understanding of the objectives, practices and procedures of the corporation, department and business unit. Has thorough understanding of staff responsibilities, abilities and development needs

Business Knowledge & Partnership
Creates an atmosphere where business partner's issues are dealt with professionally and in a timely manner. Suggests solutions that make sense and are in line with future technology direction. Communicates openly and effectively in a manner consistent with the audience. Demonstrates an adaptive style that is flexible and effective in gaining cooperation of others

Problem Solving & Decision Making
Demonstrates sound analytical and diagnostic skills dealing with issues that are not readily defined and/or conflict with available information. Knows where to obtain information needed to make the appropriate decisions. Breaks a problem down to manageable pieces and implements effective, timely solutions. Is very good at identifying the problem versus the symptom. Deals increasingly with problems that require involvement of others to solve. Has the ability to reach sound decisions quickly. Carefully evaluates alternative risks and solutions before taking action. Optimizes the use of all available resources

Team Orientation
Maintains effective partnerships across the organization and is able to influence senior management, peers and subordinates through an inclusive style and recognition of their abilities and knowledge. Balances team and individual responsibilities. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Puts success of team above own interest

Leadership
Manages functional objectives and priorities supporting multiple assigned business units. Responsibilities are assigned with latitude for setting priorities and decision-making using generally accepted guidelines. Results are reviewed with next level manager for clarification according to predefined objectives

Planning and Project Management
Develops operational plans and provide task resource estimation planning. Proposes action plans that are timely, realistic and positive. Sets appropriate goals for the area and monitors progress against the plan. Delegates to maximize organizational effectiveness

Financial Awareness
Develops a portion of an overall divisional budget subject to review and is responsible for expense control for the units assigned. Demonstrates sound cost-effectiveness.

Human Resource Management
Demonstrates good interpersonal skills by displaying an understanding of the needs and perspective of others. Able to balance the workload of team members and supervise individuals of varying abilities. Able to identify the talents of others and match them to the tasks that will best suit the area goals and/or provide growth for the individual. Able to assess and identify employee skill development needs and put together a training program for the individual. Responsible for the accurate and timely completion of staff performance evaluations and development planning. Recruits and retains effective staff members. Demonstrates a capacity to recognize, value and respect differences across a diverse work force

Travelers is an equal opportunity employer. We actively promote a drug-free workplace.

Job Category: Information Systems