Senior Manager, Monitoring and Availability

ABOUT US:

HUB International Limited ("HUB") is the 7th largest global insurance and employee benefits broker, providing a broad array of property, casualty, risk management, life and health, employee benefits, investment and wealth management products and services. With over 10,000 employees in 450 offices throughout North America, HUB has grown substantially, in part due to our industry leading success in Mergers and Acquisitions.

The Senior Manager, Monitoring and Availability, oversees and prioritizes monitoring, alerting, and routing of alerts for Hub critical infrastructure and applications. This leader will establish availability metrics so IT managers and leaders could better understand performance. This will help drive go-forward decisions with enhancing technology needs.

MAJOR DUTIES: Senior Manager, Monitoring and Availability

  • Report to the Vice President of IT Services and Vendor Management, this person will work closely with Infrastructure and Application teams to develop a cost effective mix of monitoring and alerting standards
  • Determine and prioritize monitoring focus on key areas: NW, Wireless, Virtual footprint, Infrastructure, and applications
  • Develop workflow and process to ensure alerts are routed to correct teams and Service Desk
  • Ensure adherence to availability requirements in vendor contractual SLA's
  • Determine cost effective monitoring tool mix
  • Establish a monitoring reference architecture for HUB stack
  • Establish alerting standards and deliver streamlined alert notification
  • Develop and gain consensus on availability standards for key areas
  • Align monitoring with Hub's IT Cloud Strategy
  • Determine process for utilizing monitoring tools to help with the triage for Major Incidents
  • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
  • Work across HUB technology towers to establish availability and reporting metrics
  • Support and engage senior leaders

QUALIFICATIONS:

  • Able to demonstrate the ability to undertake the above responsibilities
  • Demonstrated knowledge of monitoring and availability management
  • Demonstrable experience in leading virtual and vendor partner teams
  • Demonstrated ability to work in diverse environment of incident management, escalation procedures and related disciplines
  • Able to work under pressure and meet deadlines
  • Deep understanding of Operations and "run" aspects of IT, for back-end systems and end-user technology
  • Proven relationship management skills including the ability to work collaboratively with end-users and executive leaders
  • Ability to partner with and collaboratively drive accountability with vendors and our internal teams
  • Strong interpersonal, communication (verbal and written), negotiation, and collaboration skills incorporating the ability to effectively work with all levels of the organization
  • Demonstrated high level analytical and problem solving skills, including the ability to identify issues and risks and work with Hub stakeholders for resolution
  • Possess shared vision and values that create culture of customer service, accountability, capability building

REQUIREMENTS:

  • Bachelor's degree and minimum 8 years (or 15 plus years equivalent) in of experience in leading Availability Management, Operations, and/or infrastructure support services.
  • Demonstrated management of IT metrics with proven statistical results
  • Demonstrated ability to show progress in process improvement
  • Demonstrated knowledge of IT Service Management tools and workflow
  • ServiceNow capabilities and use a plus
  • Lean Six Sigma knowledge, use, and skills a plus
  • ITIL certification or designation a plus
  • Insurance background a plus
  • LI-MP1

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