Major Incident Manager

Great American Insurance Group - Newport, KY

Part-time,Full-time - Mid Level

Newport, KY

Insurance Carriers and Related Activities

About the position

The Major Incident Manager at Great American Insurance Group is responsible for coordinating and managing business disruptions to ensure timely service resolution. This role requires strong communication and analytical skills, as well as the ability to lead complex incidents to resolution while maintaining focus in high-stress situations. The position emphasizes the importance of customer service and collaboration across various teams to drive efficiencies in incident and problem management processes.

Responsibilities

• Coordinate and manage business disruptions to ensure timely service resolution.
• Demonstrate strong written and verbal communication skills across various audiences.
• Utilize high-level knowledge of incident and problem management processes.
• Employ problem-solving skills to make decisions regarding major incidents and action plans.
• Lead complex incidents to resolution, maintaining calm and focus among the incident resolution team.
• Drive restoration efforts for major incidents across multiple support teams.
• Assist with troubleshooting issues related to infrastructure support.
• Develop problem management organizational standards and documentation for end-users and support agents.
• Coordinate input from multiple cross-functional teams, including internal, business unit, and vendor teams.
• Provide strategic direction on problem and incident management activities to enhance efficiencies across the organization.
• Interpret and analyze problem management reporting, including proactive and reactive metrics.
• Develop and maintain strong customer relationships.
• Lead small, less complex projects as needed.

Requirements

• Bachelor's Degree or equivalent experience.
• 5-7 years of related experience in incident management or a similar field.
• Robust customer service background.
• Strong written and verbal communication skills.
• High level knowledge of incident and problem management processes.
• Proven problem-solving skills and decision-making ability.
• Experience with major incident processes and infrastructure support.
• Leadership skills to guide teams during complex incidents.
• Ability to develop documentation for various audiences.
• Experience in coordinating input from cross-functional teams.

Nice-to-haves

• Experience in developing problem management organizational standards.
• Demonstrated experience interpreting and analyzing problem management reporting.

Benefits

• Competitive healthcare benefits.
• Retirement benefits.
• Paid time off for full-time and part-time eligible employees.