Lead Major Incident Manager (Remote)

Job Family

IT Operations

Who We Are

Transamerica has been helping people feel better about the future for more than 100 years. We provide investment, retirement, and life insurance solutions to more than 11 million customers throughout the U.S. But the way we see it, our responsibility goes beyond our clients' accounts. We're in the business of helping people live well and empowering them to create a better tomorrow through the financial and health-related habits they form today. We help people prepare by providing solutions that consider the whole picture.

What We Do

Transamerica is organized by lines of business (Life Insurance, Annuities, Mutual Funds, Retirement Plans, Employee Benefits, and Financial Assets), which are supported by Transamerica Corporate (Corporate Development; Finance; Internal Audit; Legislative, Regulatory & Policy; Office of the CEO; People, Places & Brand; Risk; and Technology).

Job Description Summary

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.Job Description

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

What We Offer

For eligible employees, we offer a comprehensive benefits package designed to support both the personal and financial well-being of our employees.

Compensation Benefits

• Competitive Pay
• Bonus for Eligible Employees

Benefits Package

• Pension Plan
• 401k Match
• Employee Stock Purchase Plan
• Tuition Reimbursement
• Disability Insurance
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Employee Discounts
• Career Training & Development Opportunities

Health and Work/Life Balance Benefits

• Paid Time Off starting at 160 hours annually for employees in their first year of service.
• Ten (10) paid holidays per year (typically mirroring the New York Stock Exchange (NYSE) holidays).
• Be Well Company holistic wellness program, which includes Wellness Coaching and Reward Dollars
• Parental Leave - fifteen (15) days of paid parental leave per calendar year to eligible employees with at least one year of service at the time of birth, placement of an adopted child, or placement of a foster care child.
• Adoption Assistance
• Employee Assistance Program
• College Coach Program
• Back-Up Care Program
• PTO for Volunteer Hours
• Employee Matching Gifts Program
• Employee Resource Groups
• Inclusion and Diversity Programs
• Employee Recognition Program
• Referral Bonus Programs
• Peer Recognition Program (BRAVO)

Inclusion & Diversity

Transamerica has made a strong commitment to inclusion and diversity, and we are proud to be an organization where all perspectives are valued. Transamerica has earned recognition for its strong efforts year-over-year, including from the Human Rights Campaign's Foundation Corporate Equality Index, the Diversity Best Practices Inclusion Index, and Seramount's "100 Best Companies" list.

In addition, as part of Transamerica's commitment to maintaining an inclusive workplace, the company sponsors employee-driven Employee Resource Groups (ERGs), which are formed around a shared interest or a common characteristic of diversity. ERGs are open to all employees and provide a supportive environment for raising diversity awareness and promoting inclusive behavior.

Giving Back

Transamerica believes our responsibilities extend beyond our corporate walls. That's why we created the Aegon Transamerica Foundation in 1994. Through a combination of financial grants and the volunteer commitment of our employees, this foundation supports nonprofit organizations focused on the education, health, and well-being of the communities where we live and work.

https://www.transamerica.com/why-transamerica/aegon-transamerica-foundation

Transamerica's Parent Company

Aegon acquired the Transamerica business in 1999. Aegon's roots go back more than 175 years to the first half of the nineteenth century. Since then, Aegon has grown into an international company, with businesses in the Americas, Europe, and Asia. Today, Aegon is one of the world's leading financial services organizations, providing life insurance, pensions, and asset management. As a leading global investor and employer, the company seeks to have a positive impact by addressing critical environmental and societal issues, with a focus on climate change and inclusion and diversity.

Websites

Transamerica | Protecting Your Wealth and Health since 1906

Aegon Group Corporate Website | Aegon

Management Team

Transamerica Leadership - Standing For Financial Innovation Since 1906 | Transamerica