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 service management, expectation management and service level compliance
• Tools experience across ServiceNow or similar ITSM system
• Experience and skill strength in the following:
• Defining proactive and preventative strategies and tactical plans for limiting incident occurrence
• Facilitating and driving risk management in incidents
• Managing multiple and changing priorities consistently
• Understanding the System Development Lifecycle and Agile Software Development across development, maintenance, change, and release
• IT Controls Management - mapping process activities to IT Controls

Compensation:

The anticipated salary range for this position is $166,000 to $187,000 at the commencement of employment. Not all candidates will be eligible for the upper end of the salary range. The actual compensation offered will ultimately be dependent on multiple factors, which may include the candidate's geographic location, skills, experience and other qualifications.

In addition, the position is eligible for a discretionary bonus in accordance with the terms of the applicable incentive plan.

Corebridge also offers a range of competitive benefits as part of the total compensation package, as detailed below.

Work Location:

This position is based in Corebridge Financial's Jersey City, New Jersey or Houston, TX office and is subject to our hybrid working policy, which gives colleagues the benefits of working both in an office and remotely.

Estimated Travel:

May include up to 25% travel.

Why Corebridge?

At Corebridge Financial, we prioritize the health, well-being, and work-life balance of our employees. Our comprehensive benefits and wellness program is designed to support employees both personally and professionally, ensuring that they have the resources and flexibility needed to thrive.

Benefit Offerings Include:

• Health and Wellness: We offer a range of medical, dental and vision insurance plans, as well as mental health support and wellness initiatives to promote overall well-being.
• Retirement Savings: We offer retirement benefits options, which vary by location. In the U.S., our competitive 401(k) Plan offers a generous dollar-for-dollar Company matching contribution of up to 6% of eligible pay and a Company contribution equal to 3% of eligible pay (subject to annual IRS limits and Plan terms). These Company contributions vest immediately.
• Employee Assistance Program: Confidential counseling services and resources are available to all employees.
• Matching charitable donations: Corebridge matches donations to tax-exempt organizations 1:1, up to $5,000.
• Volunteer Time Off: Employees may use up to 16 volunteer hours annually to support activities that enhance and serve communities where employees live and work.
• Paid Time Off: Eligible employees start off with at least 24 Paid Time Off (PTO) days so they can take time off for themselves and their families when they need it.

Eligibility for and participation in employer-sponsored benefit plans and Company programs will be subject to applicable law, governing Plan document(s) and Company policy.

We are an Equal Opportunity Employer

Corebridge Financial, is committed to being an equal opportunity employer and we comply with all applicable federal, state, and local fair employment laws. All applicants will be considered for employment based on job-related qualifications and without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, neurodivergence, age, veteran status, or any other protected characteristic. The Company is also committed to compliance with all fair employment practices regarding citizenship and immigration status. At Corebridge Financial, we believe that diversity and inclusion are critical to building a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our colleagues are respected as individuals and valued for their unique perspectives.

Corebridge Financial is committed to working with and providing reasonable accommodations to job applicants and employees, including any accommodations needed on the basis of physical or mental disabilities or sincerely held religious beliefs. If you believe you need a reasonable accommodation in order to search for a job opening or to complete any part of the application or hiring process, please send an email to TalentandInclusion@corebridgefinancial.com. Reasonable accommodations will be determined on a case-by-case basis, in accordance with applicable federal, state, and local law.

We will consider for employment qualified applicants with criminal histories, consistent with applicable law.

To learn more please visit: www.corebridgefinancial.com

Functional Area:

IT - Information Technology

Estimated Travel Percentage (%): No Travel

Relocation Provided: No

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