New

Resiliency, Problem & Change Management Senior Manager (Hybrid)

American Family Insurance Agency Staff
paid time off, paid holidays, 401(k)
United States, Massachusetts, Boston
Apr 14, 2025
Are you passionate about technology and solving complex challenges? Do you want to play a key role in shaping the future of IT Service Management (ITSM) and help us evolve toward cutting-edge Reliability and Resiliency Engineering? We're looking for an experienced leader to guide a team of 10-15 skilled engineers in delivering exceptional IT products and services that directly impact our business. What You'll Do: Lead ITSM Excellence & Drive Resiliency Evolution: Lead initiatives to enhance our IT Service Management (ITSM) practices while guiding the transition to Reliability / Resiliency Engineering principles. Help build scalable, resilient systems that proactively address reliability and operational efficiency. Problem Management Leadership: Help architects and technical leads leverage lessons learned from major incidents (Root Cause Analysis - RCA). Champion the creation of work backlogs that drive the improvement of implementation processes, system designs, and future incident detection, prevention, and circumvention. Hold the team accountable for closure and continuous learning. Change Management Ownership: Take charge of the change control process for all technology-related changes. Focus on improving stability scores, risk management, and reducing service disruptions. Collaborate with architects and tech leads to manage dependencies and ensure seamless transitions in our systems and infrastructure. Maintain a Broad IT Landscape: Stay ahead by understanding the full spectrum of our IT ecosystem. Be a driving force in maintaining a comprehensive view of all layers, systems, and shared capabilities, ensuring that each piece works harmoniously to meet business goals. What We're Looking For: Experienced Engineering Leader: You have a proven track record of leading teams of engineers and driving successful IT initiatives. Broad IT Expertise: You bring a solid understanding of IT systems, services, and infrastructures, with an ability to see the big picture and focus on details. Problem-Solving Mindset: You thrive in troubleshooting and problem-solving, and you have a knack for identifying and resolving technical and operational challenges. Commitment to Continuous Improvement: You are passionate about enhancing IT processes, evolving technologies, and striving for excellence in everything you do. If you're excited about transforming ITSM practices, taking on challenges in Site Reliability, and leading a talented engineering team towards greater reliability and innovation, we want to hear from you! You will report to the Director, Technical Engineering. In this hybrid role, you will be expected to work a minimum of 10 days per month from the office. Candidates should reside within proximity to one of the following office locations: Madison, WI 53783; Boston, MA 02110 Internal candidates are encouraged to apply regardless of location and will be considered based upon the needs of the role. Position Compensation Range: $128,000.00 - $216,000.00 Pay Rate Type: Salary Compensation may vary based on the job level and your geographic work location. Relocation support is offered for eligible candidates. Primary Accountabilities Applies technical knowledge and customer insights to create a modernization roadmap and architect solutions to meet business needs, ensuring technical viability of new projects and successful deployments, orchestrating key resources and infusing key infrastructure technologies. Manages the design, development, engineering, implementation and operations of servers, technology infrastructure, networks, websites and telecommunication services provided by external cloud/hosting providers, and in-house development teams. Oversees the development of product roadmaps and backlogs that are prioritized based on short-term and long-term value delivery. Drives product development towards a meaningful balance between user needs, business objectives, resource utilization, and technical feasibility. Manages the performance and availability with minimal downtime/disruption of cloud vendor and internally provided services. Coordinates with internal/external project team in leading cloud and end user service delivery implementation plans and ensures completion of projects on schedule and within budget. Creates a collaborative, performance-driven work environment by facilitating and fostering trust, transparency, and inclusion. Works with team members to set clear goals, provide feedback, perform performance assessments, and support on-going development. Leads with influence and expertise. Actively contributes to division or department leadership team. Communicates and supports organization mission, vision, values, policies, and practices. Specialized Knowledge & Skills Requirements Demonstrated effective leadership skills. Expert in Spring, Cloud Foundry and Kubernetes - at scale - with experience deploying applications with a combination of internal and external Cloud providers. Deep understanding of Cloud and infrastructure components (server, storage, network, data, and applications) to deliver end-to-end Cloud infrastructure architectures and designs. Demonstrated ability to architect and build high-volume, critical micro-services, and Cloud-native applications. Experience using, and writing, architectural patterns, standard methodologies, and guidelines for enterprise applications. A fundamental desire and focus on minimizing overhead and complexity while empowering and enabling self-managing & agile delivery. Exceptional communication, presentation, and interpersonal skills are essential, as are strong diplomatic skills and the ability to manage multiple stakeholder groups. Travel Requirements* Up to 10%. Physical Requirements* *Work that primarily involves sitting/standing. Your offer will be made contingent on the results of applicable background checks and signing a non-disclosure agreement for proprietary information, trade secrets, and inventions Our policy restricts consideration of applicants needing employment sponsorship (visa) to specialty occupations. Sponsorship will not be considered for this position #LI-Hybrid We encourage you to apply even if you do not meet all of the requirements listed above. Skills can be used in many different ways, and your life and professional experience may be relevant beyond what a list of requirements will capture. We encourage those who are passionate about what we do to apply! We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees). In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns and contingent workers are not eligible for American Family Insurance Group benefits. We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. #LI-DB1