We are seeking a highly skilled and experienced Senior ITSM Engineer to lead the support of critical IT applications and improve operational efficiency. This role is pivotal in ensuring system resiliency in terms of availability, reliability and security, while supporting incident management, problem management and change management. The ideal candidate will collaborate closely with cross-functional teams and various stakeholders and business partners to drive continuous improvement across all portfolios in GRS.
Provide incident management support including immediate response to incidents, communication with stakeholders, and leadership of critical incident resolution and significant event reviews.Collaborate with cross-functional teams and business partners to drive rapid service restoration, minimize business impact, and meet SLA targets.Collaborate and coordinate with teams to complete root cause analysis and remediation plans to prevent future occurrences.Produce thorough post-mortem reports and facilitate post-mortem reviews, digging into root causes, lessons learned, and opportunities for future prevention.Conduct business impact analyses for both incidents and proactive scenarios, facilitating appropriate escalation and resource allocation.Continuously monitor and stay updated with the latest advancements in technology, particularly in AIOps, to optimize performance, efficiency, and productivity.Maintain and update documentation for IT systems, including troubleshooting guides, system configurations, and best practices.Coordinate with vendors and external partners to resolve issues and ensure seamless integration of third-party solutions.Provide comprehensive reporting, data analysis, and presentations to support strategic decision-making and continuous improvement efforts.Support accurate setup, configuration, and continuous improvement of incident management systems (e.g., xMatters), ensuring correct role assignments (e.g., Manager setups) and seamless integration with workflows.Mentor and coach junior staff provide training, onboarding, and ongoing development opportunities as required.
Qualifications Bachelor’s degree in computer science, Information Technology or equivalent experience.5+ years of experience in production support, incident management, problem and change management.Deep expertise in incident management processes, tools, and continuous improvement methodologies.Strong problem-solving skills with the ability to troubleshoot and resolve complex technical issues.Proven ability to influence decision-making and negotiate solutions across diverse stakeholder groups.Excellent communication and interpersonal skills, with the ability to work effectively with diverse teams.Demonstrated relationship-building skills, fostering collaboration among IT teams, business partners, and external vendors.Demonstrate strong understanding of Cloud environment and application configuration.Experience in ITIL process, PowerBI reporting and automation tools are preferred. Understanding of Cloud environment and application environment is preferred.
About Us
Pay Philosophy: The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications and location. The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market and provides an opportunity to progress as employees grow and develop within the role. Some roles at Liberty Mutual have a corresponding compensation plan which may include commission and/or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role.
As a purpose-driven organization, Liberty Mutual is committed to fostering an environment where employees from all backgrounds can build long and meaningful careers. Through strong relationships, comprehensive benefits and continuous learning opportunities, we seek to create an environment where employees can succeed, both professionally and personally.
At Liberty Mutual, we believe progress happens when people feel secure. By providing protection for the unexpected and delivering it with care, we help people embrace today and confidently pursue tomorrow.
We are dedicated to fostering an inclusive environment where employees from all backgrounds can build long and meaningful careers. By actively seeking employee feedback and amplifying the voices of our seven Employee Resource Groups (ERGs), which are open to all, we create an environment where every individual can make a meaningful impact so we continue to meet the evolving needs of our customers.
We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being. To learn more about our benefit offerings please visit: https://LMI.co/Benefits
Liberty Mutual is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information or on any basis prohibited by federal, state or local law.
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