Combined Insurance AVP, Infrastructure Client Services Manager in United States

Summary • This position will lead the administration and support, of our Client ServicesInfrastructure, which includes Microsoft Windows 7, Microsoft Windows 10, Microsoft Outlook 2013/2016, Microsoft Outlook Web Access (OWA), Microsoft O365, Microsoft Internet Explorer, various other Client Software installed on our Desktop/Laptop Infrastructure

Responsibilities • Provides oversight and accountability for driving results/handling escalations on the areas below: o Performs needed maintenance, upgrades and installations to ensure the most optimal environment (patches, maintaining currency, etc.) o Provide ongoing support with mobile devices such as phones, iPADs, etc. This includes the technologies we use to manage them (Airwatch, Mobile-Iron, In-Tune, Traveler & GOOD) o Proactively monitors and identifies system performance issues o Manage and maintain the VDI, DaaS images o Diagnoses issues and restores services to avoid outages for end-user

• Will be accountable for ensuring the health and performance of the messaging infrastructure

• Will manage a Team of (10 ) Windows Systems Administrators

• Develops processes needed to develop Build Images of our Desktop, Laptop, VDI, DaaS Infrastructure

• Ensure proper escalation and notification for ongoing projects.

• Troubleshoot and resolve Support issues.

• Provides Tier 3 support for escalations from our IBM Service Desk

• Handle day-to-day support activities, production support incidents, escalating when necessary and drive towards permanent resolutions (root cause analysis).

• Supports after hours and weekend escalations as needed

• This position will have responsibility working with Business Partners from multiple physical locations, IT professionals and others to lead incident management and production support intake, prioritization, planning, execution and reporting functions.

• Manages various Systems Administrators and vendors responsible for supporting the Chubb Infrastructure Desktop/Laptop/VDI/DaaS

• Create, leverage existing Chubb methodologies and institute techniques to standardize production support

• Communicate the status of new versions/releases as well as patching along with mitigation strategies and contingency plans, provide continuing direction to the project team, and conduct regular status meetings with key stakeholders to review project activities

• Ability to link business outcomes to application health, goals, functionality, cost/benefit and recommends appropriate courses of action

• Maintain, meet the threshold of and evolve Service Level Agreements (SLAs) with respect to system availability

• Continuously monitor system status via a variety of applicable methods; apply best practices and methods as needed, to manage and control project resources and scope

• Develop and maintain key relationships with business partners and vendors. Requires the ability to influence others constructively so the best decisions are made for the benefit of Chubb

• Responsible for ensuring development of employees within their respective areas and talent is being prepared for future critical contributor and/or leadership roles. Provides regular feedback and coaching to their respective direct reports and ensures any people managers reporting to them do the same

• Direct responsibility for people management in addition to project deployment, responsibilities include career development, performance management

• Staff management (plan, coordinate, oversee work plan, and deliverables) as well as performance management – set up goals/objective and then ongoing performance evaluation that will include formal biannual evaluation

• Manage, motivate and lead teams to meet objectives

• Ability to assess risk and manage contingency plans, has experience participating across multiple projects

• Responsible for managing a budget and reconciling invoices. Regularly interacts with AVP level management, and Sr. management

• Serve as liaison to business stakeholders on an ongoing basis; supporting the prioritization of business and enterprise needs and managing expectations

• Develop remediation plans with IT to address unmet business requirements, formulate, define and implement improvements to business processes and operations

• Serve as a relationship manager for 3rd party providers and effectively leads teams and inspires others to achieve delivery goals through innovation, quality, and excellence


• 10 – 15 years of experience in experience in supporting and maintaining Client Systems from a System Level Software perspective

• 5 years Management experience including management of a 10 person team

• Working knowledge of Microsoft Products

• Solid background with understanding in Windows Operating System Software, including IE, IIS, .NET, and Office

• Scripting experience a plus, ideally PowerShell

• Experience in installing, configuring, administering, tuning, and troubleshooting for Client Software within our Infrastructure.

• Knowledge of Microsoft Windows 2008/2012/2016 Server, Active Directory, Certificate Server, SQL Server

• ITIL Certification is a strong plus

• 4 year college degree or comparable experience in Computer Science or Engineering

• Strong background in software engineering and analysis techniques, process, practices and methodologies

• Excellent and timely verbal and written communication capabilities required as well as comfortable and demonstrated ability to present to the senior management level

• Strong technical leadership and project management skills, including effort estimation, tracking and risk management and strong partnership building required

• Strong negotiation skills required

• Hands-on technical expertise and capability. Understand and comply with architectural standards and designs

• Able to take well-thought-out decisions on complex or ambiguous issues

• Ability to work autonomously with little direction

• Comfortable with making decisions independently

• Resourceful and can provide leadership, coaching and direction for their team

Job: *Information Technology

Title: AVP, Infrastructure Client Services Manager

Location: null

Requisition ID: 317451