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IT Production Support Lead

Employer
Brighthouse Financial
Location
Charlotte, North Carolina
Salary
Not Specified
Closing date
Mar 7, 2019

View more

Category
IT
Job Type
Not Specified
Career Level
Not Specified

Job Details

Brighthouse Financial is on a mission to help people achieve financial security. As one of the largest providers of annuities and life insurance in the U.S., we specialize in products designed to help people protect what theyve earned and ensure it lasts. We are built on a foundation of experience and knowledge, which allows us to keep our promises and provide the value they deserve.

At Brighthouse Financial, were fostering a culture where diverse backgrounds and experiences are celebrated, and different ideas are heard and respected. We believe that by creating an inclusive workplace, were better able to attract and retain our talent, provide valuable solutions that meet the needs of our advisors and their clients, and deliver on our mission of helping more people achieve financial security. Were seeking passionate, high-performing team member to join us. Sound like you? Read on.

How This Role Contributes to Brighthouse Financial:

Reporting to the leader of Brighthouse Financials IT Service Management lead, this individual will have the responsibility and accountability for managing IT Incident, Problem, and Change management as well as the service desk for Brighthouse IT. This individual has an exciting opportunity to help stand up a new outsourced team and IT operational capabilities, including a new ServiceNow instance and service desk. While SaaS models are becoming increasingly prevalent across industries, we believe that this role is truly unique in that the individual will be managing production support across a heavily SaaS-based and 100% cloud-based environment.

As Brighthouse works to separate from MetLife, we are building a robust portfolio of cloud services which requires a well-defined set of IT service management processes to run the environment. Our goal is to maintain high service availability and quality, and provide Brighthouse employees with a user-friendly experience when leveraging the service desk.

To achieve these goals, Brighthouse is looking to bring on an individual to lead our Incident, Problem, and Change (IPC) management function. This individual will interface heavily with both IT and business leaders to support the build out and management of new IT services, while protecting our production environment and acting as the gate keeper of all new work that moves into production. As such, this role will work closely with our transformation management office, and support new releases going through change management.

As BHF is a lean organization we have augmented our ITSM function with a managed services provider who will operate our service desk, and support our IPC functions as well. This role will lead the IPC team supported by the ITSM provider, as well as our service desk to ensure there is constant communication regarding incidents, changes, etc. Lastly, as we are a financial services company this individual will be control owners and participate in SOX audits of our incident, problem, and change processes on an annual basis.

Key Responsibilities:

  1. Lead Incident, Problem, and Change (IPC) management functions within Brighthouse IT. This includes managing the processes and process compliance across IT groups, facilitating trainings within IT, etc.
  2. Work with our IT Service Management (ITSM) third party supplier to support the implementation of a new SerivceNow instance, specifically supporting requirements for incident, problem, and change management modules (technical skills not necessary)
  3. Manage our outsourced IPC team, consisting of 1-2 on shore individuals and an offshore network operations (NOC) team
  4. Work with our application and infrastructure teams to onboard IT solutions and services into our production support model
  5. Oversee major incident management across the IT environment and provide support for day to day operations
  6. Interface with the BHF ServiceNow and service management teams to coordinate with configuration management / CMDB and groups
  7. Interface with IT leadership during major incidents, and manage communications out to end users / vendors / etc.
  8. Manage BHF service desk on a daily basis, which includes acting as a liaison to service desk and getting status updates and escalations. To note, our managed services provider will have service desk managers running day-to-day service desk operations, and this role will lead this overall function.
  9. Manage SOX audits and own controls for incident, problem, and change management
  10. Lead continuous improvement initiatives to improve and innovate on our production support processes and capabilities

Essential Business Experience and Technical Skills:

  • A minimum of 5 years of experience in IT, with experience in IT operational capacities
  • Familiarity with ITIL is necessary, and ITIL foundations certification is desired.
  • Experience with service desk functions, supporting our goal to provide a smooth end user experience for BHF employees and business functions
  • Organized and articulate, able to interface with IT and business leads and lead incident management calls
  • Basic experience with ServiceNow (or other service management platforms) is desired, though our Supplier will be responsible for building the platform/managing configurations
  • Experience leading process improvements as BHF will work to harden our production support processes and expand these capabilities across IT as BHF grows and brings on new solutions
  • Experience within application support and/or infrastructure support is a plus, though not required.
  • Experience with internal audit and/or SOX is desired
  • A willingness to learn new skills and support the IT Service Management organization as we build out our capabilities

Travel:

Less than 5%

Company

Why Brighthouse Financial

We’re on a mission to help people create a better financial future. Drawing on our history as part of MetLife, Inc., we will help our customers achieve financial security. Our experience has taught us that it’s time for something new: a simple and transparent alternative to an industry that customers often feel is complex, confusing, and costly.

 

Benefits

Brighthouse Savings Plan

Achieve your long-term financial goals by combining your contributions with the company match and annual profit sharing contribution

 

Healthcare Gain

Peace of mind and care for you and your family by participating in our medical/pharmacy, dental and vision plans.

 

Income Protection

Protect your loved ones and prepare for the unexpected with company provided life and disability programs.

 

Work Life Balance

Live a fuller life and take time to recharge with our competitive offering of holidays, paid time off, parental leave, and much more.

 

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