-Look for Major Incident Management efficiencies, and propose, develop and deliver process improvements for incident management workflows.
-Management of High Priority Major Incidents within sophisticated environments; engaging, focusing and driving internal and external resolver teams to efficiently restore service and communicating during Major Incidents to team members across the company.
-Lead post Incident reviews to establish actions to prevent future incidents and produce comprehensive incident reports to senior leadership.
-Support and participate in Disaster Recovery tests for critical services.
-Review impact and risk analysis to ensure the risks/impacts to customers and services are thoroughly understood and appropriate actions have been taken.
-Lead all aspects of a portfolio of problem records, assisting the Problem Manager. Responsible for assembling the relevant partners, establishing the root cause, and ensuring senior IT leadership is advised of progress and recommendations for closure.
-Proactively monitors and reviews Incident tickets to identify patterns and in partnership with the Service Owner build problem records to be researched.
-Provides training and mentorship on all ITIL and ITSM processes used within Markel.
-Performs detailed analysis of process compliance across all of IT and works to continually improve the maturity and adoption




























-Hourly rate between $35-50/hr

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