Lead Major Incident Manager (Remote)

Global Technology Services (GTS) is Aegon's global IT partner that provides infrastructure services, information security and global/corporate application support for Aegon's businesses around the world.

From 6 locations in the US, the Netherlands, UK, and Hungary, we support 20+ country units and 24000+ employees in the world. Our support consists of a wide range of centralized global IT services such as programming, database management, project management, agile/dev/ops, and more.

We continue to maximize the value from having a clear digital and data technology platform strategy that extends our ecosystem, as an approach to digitization, enhancing customer experience, and improving operational efficiency.

All of these teams work closely together to provide innovative and digital solutions as well as critical technology support. This is essential for enabling Aegon's businesses around the globe to be innovative, digital and competitive, efficient, and effective, and to provide the best solutions and customer experience for our customers and shareholders.

Responsible for accountable for the implementation and ownership of the GTS Global Critical Incident process. In addition, will undertake tasks allocated by the OSM Senior Service Manager that are related directly or indirectly to delivering a high quality Global Critical Incident process for GTS. Responsible for the oversight of all critical incidents, SWAT and Sev 1 calls.

What You Will Do:

• Responsible for major IT systems incident management from initiation through resolution.
• Coordinate appropriate resources to resolve critical incidents in accordance with service level agreements and operational level agreements.
• Responsible for all communication during a major system outage, ensuring IT management and the businesses are kept updated until the incident is resolved.
• Coordinate, manage and keep chronology of events during incident management conference calls.
• Update the incident reporting systems with resolution information, liaise with problem management on detection of potential trends; driving down repeat, service impacting failures.
• Analyzes and measures the effectiveness of existing business processes and develops sustainable, repeatable and quantifiable business process improvements
• Researches best business practices within and outside the organization to establish benchmark data
• Collects and analyzes process data to initiate, develop and recommend business practices and procedures that focus on enhanced safety, increased productivity, and reduced cost
• Determines how new information technologies can support reengineering business processes

What You Will Need:

Qualifications

• Excellent Major Incident and Problem Management skills
• Excellent people management skills
• Fully competent in delivering oral communications and written reports and presentations
• Expert in the preparation of process and procedure documentation
• Ability to work well with others, as well as independently
• Ability to adapt management style to match the political landscape
• Attention to detail
• Work under pressure to deliver to agreed deadlines
• Ability to influence process and recommend direction to peers and managers
• Strong decision making capabilities
• ITIL Foundation 3 and relevant Practitioners courses
• Root Cause Analysis skills

Preferred Qualifications

• Four-year Computer Science or related degree, or equivalent work experience
• 5 or more years of experience including 3 years of experience in supporting enterprise-level platform
• A minimum of three years' experience of working in IT Service Management
• Lean Six Sigma or equivalent
• ITIL Intermediate

Working Conditions

The job will support GTS's global critical incident process covering 24*7*365. As this involves global support it will be based in the US. Office and home working will be required and on occasions there will be a requirement to work longer hours as the situation dictates. Shift patterns may change based on business need. In addition, this role will participate in a rotational on-call schedule.

**Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to applicable pay transparency and compensation posting laws. It is estimated based on what a successful candidate might be paid in certain Company locations.**

Compensation

The US salary for this position generally ranges between $95,200 - $130,900 annually. This range is an estimate, based on potential employee qualifications and operational needs. Salary may vary above and below the stated amounts, as permitted by applicable law.

Additionally in the US, this position is typically eligible for an Annual Bonus based on the Company Bonus Plan/Individual Performance and is at the Company's discretion.

What You Receive:

• A Comprehensive Wealth + Health package.
• Wealth Benefits; Competitive Pay, Bonus, and Benefits Package
• Health and Work/Life Balance Benefits

Our commitment to inclusion & diversity means that we value differences. We encourage the unique perspectives of persons and are dedicated to creating a respectful and inclusive work environment.

#LI-Remote

Company information

Equal Opportunity Employer:

Transamerica Life Insurance Company is an Equal Employment Opportunity employer and does not discriminate against any applicant or employee because of age, religion, sex, gender identity, genetic information, race, color, national origin, pregnancy, sexual orientation, marital status, participation in the uniformed services (e.g. U.S. Armed Forces, National Guard), physical or mental disability, or any other status protected by federal, state, or local equal employment opportunities laws.

AEGON USA Realty Advisors, LLC, is an Equal Employment Opportunity/ Affirmative Action Employer and does not discriminate against any applicant or employee because of age, religion, sex, gender identity, genetic information, race, color, national origin, pregnancy, sexual orientation, marital status, participation in the uniformed services (e.g. U.S. Armed Forces, National Guard), physical or mental disability, or any other status protected by federal, state, or local equal employment opportunities laws.

Applicants with physical or mental disabilities may be entitled to a form of reasonable accommodation under the Americans with Disabilities Act and certain state and local laws. A reasonable accommodation is a change in the way things are normally done which will insure equal employment opportunity without imposing undue hardship on the Transamerica Companies. If you are a job seeker with a disability, or are assisting someone with a disability, and require assistance to apply for one of our jobs, please contact: [email protected].

Technical Assistance:

If you experience technical problems during the application process, please email [email protected].