AVP, IT Operations

Entity Arch Insurance Group Inc (U.S.)
Job Locations US-NC-Raleigh | US-NJ-Jersey City
Job ID
Business Segment
# of Openings
Information Technology

The Position

The AVP IT Operations manages IT Service Management(ITSM) processes including incident management, change management, problem management, monitoring and associated infrastructure. The incubement ensures availability and performance of critical business applications and ensures service level agreements are met. AVP of IT Operations coordinates and drives resolution of production incidents by troubleshooting, setting priority and communicating updates to customers.

Job Responsibilities

  1. Oversee the team responsible for Incident, Change and Problem management. Implement or improve associated processes within these areas
  2. 24x7 monitoring of critical business applications
  3. Develop and implement reporting that provides tracking, pattern recognition (common problem categories, resolution techniques) and measures the effectiveness of problem management process
  4. Conduct RCA meetings, document action items and check for progress. Coordinate between various support teams to identify the root cause of all Service Delivery problems, create supporting documentation and drive problem tasks to prevent recurrence. Present RCA and remediation plans to Leadership Team and other Executive stakeholders
  5. Establishes service level objectives for IT Operations and ensures they are communicated, executed and met
  6. Develops the disaster recovery plan for IT Operations and ensures it is communicated, rehearsed and measured
  7. Work closed with Infrastructure support teams, product owners and 3rd party vendors
  8. Own the critical montiroing tools and infrastructure
  9. Enable proactive monitoring capabilities to identify the issues
  10. Manages Arch IT Operations function to prescribed SLAs and defines new valuable quality measurements.
  11. Responsible for the operation and long term vision for our operational capabilities.
  12. Manages the department cost center including budgeting, monitoring approvals, expenses and cost variance reporting. .
  13. Develops and maintains relationships with external vendors and monitors or adopts product roadmaps related to IT Operations.
  14. Owns, operates and enhances the Arch ITIL platform for service,incident and change management.
  15. Manages the Major incident management process for the AIGI.
  16. Develop metrics and reporting program to demonstrate continuous improvement, reliability and availability of IT systems and operations.
  17. Manages staff to accomplish results through effective recruitment, selection, training, development, performance management and recognition.

Required Skills/Experience


  1. Thorough knowledge of ITIL service managemet and experience
  2. Experience with various monitoring tools including Splunk, Dynatrace, Solariwinds,New Relic etc.
  3. Hands-on knowledge with linux and windows systems
  4. Considerable knowledge of all operations lifecycle phases (e.g., requirements definition, risk management, implementation, deployment, maintenance)
  5. Expertice with automation and cloud technologies
  6. Knowledge and understanding of the business processes and employees work patterns the technology supports, to help prioritize and develop decision making criteria for major projects.
  7. Strong knowledge of optimization and full utilization of technology supported, including a solid understanding of technology capacity and limitations.
  8. Solid interpersonal and communication skills to deal effectively with all kinds of internal customers and external vendors.
  9. Effective Customer service, leadership and team motivational skills.
  10. Excellent problem solving, diagnosing and troubleshooting skills.


Required knowledge and skills would typically be acquired through a Bachelor’s degree in Computer Science, Engineering or related degree plus 8-10 years of directly related experience.

The Company

Arch Insurance is a global insurer offering our clients superior coverage and service. We embody the Arch guiding principle of focusing on retaining experienced and talented employees to differentiate us from the rest of the pack. Our group operates from offices in the US, Canada, Bermuda, UK, and Australia, providing specialty risk solutions to clients worldwide across a wide range of industries. With over ten years of operating history and strong financial ratings, our track record remains solid.


Arch Insurance employs a disciplined underwriting approach and prudent risk selection across all types of business. Our mission is to provide our insureds with superb coverage and claims handling through careful and diligent underwriting of risks and business-friendly solutions. Across our global operations, Arch Insurance employees are ready to meet your needs with professionalism and excellence.


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