Head of Technology Command Center

AVP IT Engineering - IE05AE Weu2019re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals u2013 and to help others accomplish theirs, too. Join our team as we help shape the future. As the Head of the Technology Command Center, you will be the driving force behind the modernization and operational maturity of our global ITSM processes. You will provide oversight and integration across incident, problem, change, and crisis management, operating a 24x7, multi-regional support model. Leverage automation, AI-driven and self-healing technologies to create a proactive, seamless, and resilient support experience. You will work in the complex hybrid technology estate spanning AWS (multiu2011AZ/region), SaaS and Private cloud platforms. What youu2019ll do:u2022 Command & Control for major events: Global 24x7 Command and Control: Lead a multi-regional, always-on Command Center, ensuring resilient, uninterrupted support for critical business services worldwide. Serve as enterprise incident executive when neededu2014activating our Technology Command & Control playbooks, orchestrating crossu2011tower recovery, and communicating crisply to senior leadership. After action, drive systemic fixes and trendu2011based prevention.u2022 Raise the bar on ITSM excellence: Advance ITILu2011aligned practices across change, incident, and problemu2014with automation, AI, Agentic AI capabilities with guardrails, and evidenceu2011based trending to prevent recurrences.u2022 Measure and drive meaningful improvements: Establish clear OKRs and stability scorecards; leverage datau2011driven insights to reduce incidents, improve MTTR, and strengthen resiliency posture. Report progress and influence decisions at the CIO, CDO, and Operational Leadership levels.u2022 Influence and partner across the enterprise: Operate as part of the CTO organization, collaborating with peers who own Observability toolsets, Site Reliability Engineering (SRE) squad leaders, and chapter/platform leaders. Share best practices and influence SRE leaders to embed stability principles across the enterprise. How Success Will Be Measured:u2022 Demonstrated maturity and integration across all ITSM processes.u2022 Significant improvements in incident, problem, and change metrics (frequency, severity, MTTR, change success rate).u2022 Successful deployment and adoption of modern automation and AI-driven ITSM capabilities.u2022 High reliability and availability through a robust, global 24x7 support model.u2022 Strong partnership and positive feedback from SRE, Chapter, and business leaders. Qualifications:u2022 15+ years of progressive leadership in large-scale, complex technology environments.u2022 Must have 5+ years of experience leading command and control at an enterprise level. u2022 Deep expertise in ITSM (ITIL), with a proven track record of maturing incident, problem, change, and crisis management at scale.u2022 Experience modernizing ITSM using automation, AI, and self-healing technologies.u2022 Demonstrated success operating a global, always-on Command Center.u2022 Strong partnership orientation with SRE, platform, and chapter leaders.u2022 Executive presence and communication skills, with the ability to influence at the highest levels.u2022 Deep, handsu2011on expertise across AWS (resilient patterns, multiu2011AZ/region, HA/DR) and onu2011prem technologies (compute, storage, network, virtualization).u2022 Mastery of observability (metrics, logs, traces) and how to convert telemetry into prevention and faster recovery. Experience with Splunk, Datadog, Dynatrace or equivalent platforms.u2022 Experience leading platform chapters/communities of practice is attractive. Location:This role will have a Hybrid work arrangement, with the expectation of working in The Hartfordu2019s Hartford, CT or Charlotte, NC office 3 days a week (Tuesday through Thursday). Compensation The listed annualized base pay range is primarily based on analysis of similar positions in the external market. Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency and demonstration of competencies required for the role. The base pay is just one component of The Hartfordu2019s total compensation package for employees. Other rewards may include short-term or annual bonuses, long-term incentives, and on-the-spot recognition. The annualized base pay range for this role is: $176,000 - $264,000 Equal Opportunity Employer/Sex/Race/Color/Veterans/Disability/Sexual Orientation/Gender Identity or Expression/Religion/Age About Us ( Our Culture ( What Itu2019s Like to Work Here ( Perks & Benefits ( Every day, a day to do right. Showing up for people isnu2019t just what we do. Itu2019s who we are u2013 and have been for more than 200 years. Weu2019re devoted to finding innovative ways to serve our customers, communities and employeesu2014continually asking ourselves what more we can do. Is our policy language as simple and inclusive as it can be? Can we better help businesses navigate our ever-changing world? What else can we do to destigmatize mental health in the workplace? Can we make our communities more equitable? That we can rise to the challenge of these questions is due in no small part to our company values that our employees have shaped and defined. And while how we contribute looks different for each of us, itu2019s these values that drive all of us to do more and to do better every day. About Us ( Our Culture What Itu2019s Like to Work Here ( Perks & Benefits Legal Notice ( Accessibility Statement Producer Compensation ( EEO Privacy Policy ( California Privacy Policy Your California Privacy Choices ( International Privacy Policy Canadian Privacy Policy ( Unincorporated Areas of LA County, CA (Applicant Information) MA Applicant Notice ( Hartford India Prospective Personnel Privacy Notice

Created: 2025-12-04