Incident Management & Operations Specialist Lead

Gallagher

  • Rolling Meadows, IL
  • Permanent
  • Full-time
  • 20 days ago
Job Description:IntroductionWelcome to Gallagher – a global leader in insurance, risk management, and consulting services. With a growing team of more than 52,000 professionals worldwide, we empower businesses, communities, and individuals to thrive. At Gallagher, you can build a career whether it’s with our brokerage division, our benefits and HR consulting division, or our corporate team. Experience The Gallagher Way, a culture fueled by shared values and a collective passion for excellence. Join one of our dynamic teams, where you'll play a pivotal role in shaping Gallagher's future and unlocking unparalleled opportunities for both clients and yourself.We believe that every candidate brings something special to the table, including you! So, even if you feel that you’re close but not an exact match, we encourage you to apply.
OverviewWe are seeking an experienced and technically proficient Major Incident Manager with 5+ years of applicable work experience in a high volume operations organization. You will be responsible for overseeing high-impact incidents, coordinating with cross-functional teams, and leading people effectively to minimize downtime and restore services promptly. This role requires technical expertise, effective communication, organizational acumen, and the ability to collaborate and coordinate cross-functional teams under pressure.
How you'll make an impactIncident Coordination- Lead major incident responses, using technical and people management skills to drive resolution efficiently.
- Coordinate cross-functional efforts, including network, server, database, application, and security teams.
- Ensure timely escalation and guidance throughout the incident lifecycle.
- Facilitate all investigation activities, meetings, and conference calls.
- Take accountability for ensuring restoration of service, whether through a workaround or a permanent fix.Communication- Act as the primary contact during incidents, clearly communicating technical and team updates.
- Provide consistent, concise updates to stakeholders on incident status, challenges, and resolutions.
- Foster a collaborative communication environment within teams.Leadership- Skilled in delegating tasks effectively, ensuring all team members are used appropriately during high-stakes incidents.
- Promote collaboration, ensuring cross-functional team alignment and unity in high-pressure situations.
- Manage team dynamics and individual stress levels, promoting a supportive, composed approach to incident management.Technical Expertise- Utilize technical knowledge to analyze incidents, determine root causes, and drive resolution across various technology stacks.
- Collaborate with IT and business managers to share insights, conduct post-mortem follow-ups, and implement workarounds.
- Maintain an understanding of the organization’s IT systems, networks, and services to manage incidents effectively.Process Management- Adhere to and improve established incident management processes, in line with ITIL best practices.
- Log, categorize, and prioritize incidents based on technical and business impact.
- Maintain accurate, detailed records of incident timelines, actions taken, and resolutions.Post-Incident Review and Continuous Improvement- Participate in post-incident reviews to identify technical and team-related root causes and improvement areas.
- Document corrective actions in collaboration with the Problem Management team to prevent recurrence.
- Suggest enhancements to the incident management process, staying informed on industry best practices and emerging technologies.
About You- Bachelor’s degree in Information Technology, Computer Science, Engineering, or equivalent.
- 5+ years of experience in IT operations focused on incident management.
- Proven experience in leading technical teams through incident resolution.
- ITIL Foundation Certification required; advanced certifications (ITIL Practitioner, Cisco CCNA, Microsoft MCSA, AWS Certified Solutions Architect) are a plus.#LI-SV1
Compensation and benefitsWe offer a competitive and comprehensive compensation package. The base salary range represents the anticipated low end and high end of the range for this position. The actual compensation will be influenced by a wide range of factors including, but not limited to previous experience, education, pay market/geography, complexity or scope, specialized skill set, lines of business/practice area, supply/demand, and scheduled hours. On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits.Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve:
  • Medical/dental/vision plans, which start from day one!
  • Life and accident insurance
  • 401(K) and Roth options
  • Tax-advantaged accounts (HSA, FSA)
  • Educational expense reimbursement
  • Paid parental leave
Other benefits include:
  • Digital mental health services (Talkspace)
  • Flexible work hours (availability varies by office and job function)
  • Training programs
  • Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing
  • Charitable matching gift program
  • And more...
We value inclusion and diversityto review our U.S. Eligibility RequirementsInclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work.Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as “protected characteristics”) by applicable federal, state, or local laws.Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.

Gallagher