Senior IT Operations Analyst
Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.
Brown & Brown is one of the fastest growing insurance brokers in the United States, and as such, is reshaping its technology strategy to support the rapid growth and scaling of the business. Leveraging technical and business acumen alike, the IT Incident and Problem Manager will play a pivotal role in the alignment of the business vision, technology strategy and the IT portfolio execution. You will partner with IT teams and domain experts across Brown & Brown's divisions to ensure technology availability through solid incident and problem management processes, and support higher systems availability through leading technology disaster recovery socialization and lifecycle continuance.
Who We Are: Brown & Brown, Inc. is a growing global insurance brokerage firm delivering risk management solutions and services since 1939. Our unique culture is built on honestly, integrity, innovation and discipline and defines who we are and how we treat our customers, teammates and the communities we serve. We think of ourselves as a team, so we have teammates---not employees. We prioritize health, family, and business---in that order. We embrace and celebrate diversity, always striving to be an inclusive place where you have the power to be yourself. Traded on the New York Stock Exchange as BRO, Brown & Brown is a big company that doesn't act like one.
Who We Are Looking For: We are looking for passionate team players who believe in working hard and having fun in a collaborative environment. Our team is customer-focused and values the importance of strong relationships, professionalism, and trust. We embrace solutions-oriented big thinkers who are committed to results and aren't afraid to take risks. We are driven to set goals high and aim even higher.
What You'll Do:
Utilize ITSM operations for B&B to include Incident Management and Problem Management.
Build reports for overall SLA and performance management for critical functions (applications and services).
· Build up-to-date status reports for disaster recovery plan and infrastructure of all divisional mission and business critical applications utilizing extracts from ServiceNow.
Protect the data of a business, as well as their hardware and software, by creating technical disaster recovery plans.
Partner with IT Teammates and Business Technical Partners in coordinating, testing, and updating disaster recovery plans for all Tier 1 and Tier 2 applications to make sure things work seamlessly when needed.
Providing Disaster Recovery training for staff members.
Partner with IT Teammates and Business Technical Partners to plan, coordinate and execute the restoration of vital systems and data after a natural or human-made disaster.
Working with teams of engineers, technicians, and other professionals to ensure that their organization can quickly bounce back from any type of disruption.
Evangelize de-centralized teams across multiple divisions to leverage ITSM processes and tools (Service Now)
Facilitate calls/bridges, including escalating and reaching out to applicable subject matter experts to troubleshoot high impact incidents and restore operations. NOTE: this is required 24 by 7, but generally, B&B operates during business hours.
Ensure post-mortem of incidents.
Lead All-Hands-On-Deck bridges for critical incidents, as well as chronic issues that require deeper troubleshooting and analysis.
Collaborate with divisions to define and maintain distribution lists to customize incident communications to stakeholders that are affected.
Be the authoritative source of incidents, including status, root cause, and resolution.
Proactively identify trends and opportunities to improve efficiency, cost effectiveness, and/or quality in how IT delivers service to customers
Provide insights based on historical data that helps IT teams solve chronic issues that impede operations
Establish a stable performance environment by monitoring and analyzing problems
Ensure problems are identified and solved as rapidly and efficiently as possible
Build partnerships and relationships with all divisions
Support Disaster Recovery on behalf of B&B. Assist in preparing the enterprise disaster recovery and business continuity plans, policies, and procedures, and up to date status
Partner with ServiceNow team to ensure data is maintained.
Work with direct supervision to enhance monitoring of critical applications and develop operational run books
Perform any other duties as required or assigned
What'll You Need:
BA/BS in Computer Science, Information Technology, or related field required; Master's Degree/MBA preferred.
5+ years of experience responsible for Incident and Problem Management in a medium to large company.
Responsible for ITSM processes in a medium to large company with proven application governing service support across business and technology solutions.
A desire to learn new skills and excitement about emerging and disruptive technology.
Collaborates and engages others by gathering multiple views and being open to diverse perspectives.
Results and detail-oriented with excellent organizational skills while engaging and collaborative.
Able to think operationally and strategically, have strong analytical skills, and process disparate data and information into a cohesive and responsive action plan.
Creates a culture of motivation, positive energy, and the ability to recognize, develop, and empower diverse talent.
Provide training, templates, and standards for service management relative to incident and problem management to drive consistency across the organization.
Experience in Software Development, IT infrastructure, and Security Operations disciplines
Insurance industry experience
What We Offer:
Excellent growth and advancement opportunities
Competitive pay based on experience
Discretionary Time Off (DTO)
Generous benefits package: health, dental, vision, 401(k), etc.
Employee Stock Purchase Plan
Tuition Reimbursement and Student Loan Repayment Assistance
Mental Health Resources
We are an Equal Opportunity Employer. We take pride in the diversity of our team and seek diversity in our applicants.