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AVP, IT North America Operations Center in Whitehouse Station, NJ at Chubb Group of Insurance Companies

Date Posted: 4/24/2018

Job Snapshot

Job Description

AVP, IT North America Operations Center
Position Summary:
This Infrastructure position will lead the administration and support of the NA Operations Center in Whitehouse, NJ, including managing 5 Senior Technical Analysts.  This core team will be focused on the performance and availability of key Chubb business applications. Must possess excellent technical skills, as the incumbent will provide operational support in the Center in addition to performing management responsibilities. 
Utilizing various Application Performance Management (APM) tools and developing methodologies to effectively track user experience and provide early detection of operational issues. This position will align with specific Chubb business units and will require in-depth knowledge of application architecture and code.
Working with the aligned application development team, Infrastructure resources, and service providers to maintain and report on service level objectives and assist in problem identification efforts to remediate performance issues.
Primary Job Responsibilities:
  • Managing a team of 5 Analysts.  Direct responsibility for people management in addition to project deployment.  Accountable for career development, performance management, training, coaching, motivating, and ensuring team objectives are fulfilled. 
  • Develop and maintain key relationships with business partners.  Requires the ability to influence others constructively so the best decisions are made for the benefit of Chubb.
  • Serve as liaison to business stakeholders on an ongoing basis; supporting the prioritization of business and enterprise needs and managing expectations
  • Providing oversight and accountability for monitoring, reporting, and alerting on application performance metrics using APM tools from AppDynamics, CA, Compuware, and Riverbed.
  • Defining and meeting Service Level Agreements (SLA’s) on application performance and availability.
  • Creation and support of synthetic application testing scripts to ensure end-to-end availability of systems.
  • Work with application development team to analyze impact of application code changes and the effect to monitoring platforms.
  • Participate in application release management processes to update APM and Systems Management tools as appropriate.
  • Track overall application customer experience, with specific focus on service level objectives and post-change operational performance.
  • Create application start-of-day health check leveraging automation and testing scripts.
  • Integrate alerting into consolidated event correlation product and Service Desk trouble ticketing systems.
  • Use diagnostic tools to capture anomalies in application performance and work with cross-functional teams to provide problem identification and improve Mean Time To Resolution (MTTR).
  • Creation and support of application performance ‘dashboards’ for use by our business partners.
  • Work with the Operations Center team on overall enterprise monitoring.
  • Act as an escalation point for issues related to the aligned business application.
  • Participate in change and incident management.
  • Identifying monitoring gaps and make recommendations to resolve
  • Work with application development team to improve application performance and efficiency.
  • Takes initiative to identify opportunities for continuous process improvements and establishes best practices.
  • Develops and/or adapts assigned area plans and priorities to address resource and operational challenges. 
Knowledge, Skills and Competencies:
  • 7-10 years of prior experience in IT Operations Center, Chubb experience highly preferred.  Prior people-management experience at Chubb a plus. 
  • Proven experience in effectively and efficiently using personal initiative, authority and organizational resources to deliver on commitments. 
  • Demonstrated accountability and strategic focus.
  • Practical experience with APM tools such as AppDynamics, CA APM, Riverbed AppResponse, Riverbed Aternity.
  • Experience with Application synthetic testing products such as HPE Quality Center, HPE Performance Center, Selenium scripting language.
  • Use of JavaScript Agents and understanding of Java and .Net technologies.
  • Good understanding of Networking concepts 
  • Experience with application trace analysis or network trace analysis tools such as Wireshark and Riverbed Transaction Analyzer is a plus.
  • Excellent problem determination skills, and the ability to debug complex-cross systems problems, and document root cause including remediation and detection
  • Ability to work independently and on a team with colleagues across the globe
  • Excellent written and verbal communication skills
  • Self-driven with the ability to manage workload without direct supervision
  • Application security architectures and tools a plus
  • Bachelor degree in Computer Science or a related discipline preferred
  • Ability to prioritize and demonstrate flexibility.