Director, IT Event and Problem Management

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Role Purpose

The Director of IT Major Incident Management (MIM) and Problem Management leveraging Agentic AI leads a modern, autonomous service operations team that transforms incident response from reactive, manual effort into proactive, intelligent resolution. This role uses AI agents to automate complex ITIL workflows, including detection, diagnosis, communication, and remediation—to reduce mean time to resolution (MTTR) and improve service availability.

Key Accountabilities

• Autonomous Incident Response: Utilizing AI agents to analyze incidents, identify root causes, and suggest or execute remediation steps, shifting the team from manual troubleshooting to managing AI-driven resolution workflows.

• Proactive Problem Management: Implementing Agentic AI to analyze incident data for trends, identify recurring issues before they cause major outages, and automate the creation of problem records.

• Autonomous Communications & Reporting: Deploying AI agents to draft incident updates, notify stakeholders, and document post-incident reviews, ensuring speed and consistency in communication.

• AI Governance & Trust: Establishing trust layers and human-in-the-loop controls for AI actions, balancing speed with governance, security, and risk.

• Operational Excellence & Strategy: Defining AI-driven metrics (e.g., automated resolution rate) and aligning AI platform strategy with business outcomes to enhance IT resilience

• Leadership:  Lead high‑severity incidents with calm, decisive crisis leadership.

• Process Ownership: Own Event, Incident, and Problem Management frameworks aligned to ITIL.

• Compliance: Enforce structured execution, roles, and accountability across operations.

• Collaboration: Coordinate across applications, infrastructure, cloud, security, and vendors.

Required Leadership Competencies

• Crisis leadership and composure

• Executive presence and communication

• Conflict resolution under pressure

• Highly organized, structured, process‑driven mindset

Required Technical Skills

IT Operations & ITSM

• Strong ITSM tool proficiency (e.g., ServiceNow)

• Deep ITIL expertise (Incident, Event, Problem Management)

Monitoring, AIOps & Automation

• Expertise in monitoring, observability, and synthetic tools

• AIOps‑based alert correlation and automation

• Scripting/automation supporting incident response

Cloud, Infrastructure & Architecture

• Extensive cloud and infrastructure operations experience

• Strong understanding of distributed systems and system design

Analysis & Problem Solving

• Advanced troubleshooting and RCA

• Data‑driven operational analysis

• Strong technical documentation and communication

Core Technical Competencies

• Advanced Troubleshooting & RCA

• System Design & Architecture

• Cloud Proficiency

• Data Analysis

• Infrastructure & Production Operations

Education & Experience

• Bachelor’s degree in Computer Science, Engineering, or related field

• 10+ years in IT Operations / Incident / Problem Management

• Leadership experience in large‑scale, 24x7 production environments

This role will have a Hybrid work schedule, with the expectation of working in an office (Columbus, OH, Chicago, IL, Hartford, CT or Charlotte, NC) 3 days a week (Tuesday through Thursday).

Candidates must be authorized to work in the US without company sponsorship. The company will not support the STEM OPT I-983 Training Plan endorsement for this position.

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 Hartford’s 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:

Equal Opportunity Employer/Sex/Race/Color/Veterans/Disability/Sexual Orientation/Gender Identity or Expression/Religion/Age