Global Problem Manager

Senior Software Engineer

About Chubb

Chubb is a world leader in insurance. With operations in 54 countries and territories, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to a diverse group of clients. The company is defined by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength and local operations globally. Parent company Chubb Limited is listed on the New York Stock Exchange (NYSE: CB) and is a component of the S&P 500 index. Chubb employs approximately 40,000 people worldwide. Additional information can be found at:

About Chubb India

At Chubb India, we are on an exciting journey of digital transformation driven by a commitment to engineering excellence and analytics. We are proud to share that we have been officially certified as a Great Place to Work for the third consecutive year, a reflection of the culture at Chubb where we believe in fostering an environment where everyone can thrive, innovate, and grow

With a team of over 2500 talented professionals, we encourage a start-up mindset that promotes collaboration, diverse perspectives, and a solution-driven attitude. We are dedicated to building expertise in engineering, analytics, and automation, empowering our teams to excel in a dynamic digital landscape.

We offer an environment where you will be part of an organization that is dedicated to solving real-world challenges in the insurance industry. Together, we will work to shape the future through innovation and continuous learning.

Job Title: Global Problem Manager
Location: Hyderabad
Job Type: Full-Time

Position: Global Problem Manager

Job Overview: Chubb's Infrastructure organization has responsibility for the coordination, development, and support of all activities related to the production, operations, and engineering of Chubb's core infrastructure, including data centers, voice and data networking solutions, messaging/mail, mainframe, servers, databases, wireless technologies, and associated end-user computing, services, and support.

Primary Responsibilities:

This position is responsible for providing management oversight and coordination of IT operational activities for Chubb's Infrastructure as it relates to Problem Management. Specifically, the Problem Manager will have accountability for managing tickets that have been escalated to a "Root Cause" activity and/or a Problem record within the Technology Operating Center.

The candidate in this role will be accountable for:

• Responsible for the quality and integrity of the process.

• Ensure post-review of major problems.

• Ensure reactive and proactive management of IT problems and known errors.

• Coordinate efforts of all Problem Analysts, including suppliers and external teams, to ensure timely resolution of problems

The Problem Manager will work closely with various Application and Infrastructure Leaders within the aligned region, bringing resolution to chronic issues designated as a "Problem" within the ServiceNow Ticketing Tool. Further responsibilities include providing expertise in technology support and analysis from a problem perspective, project coordination for infrastructure deployments, vendor partner activities, communication development for operational-related activities, and driving resolution to infrastructure-related issues impacting the end-user community. The Problem Manager will need to dig into different incidents, work with the appropriate subject matter experts (SMEs) to identify the true "Root Cause," and develop preventative actions to avoid future occurrences. This role requires proficiency with the ServiceNow ITSM tool.

Technology Support:

• Is a member of the Incident & Problem Management Team within the Technology Operating Center.

• Familiar with various technology platforms, including Mainframe, Open Systems, Storage, Windows, Linux, and Database.

• Familiar with the architecture of On-Prem as well as Cloud Infrastructure processing.

• Help coordinate with various groups to eliminate systemic problems and avoid repeat occurrences. Compliance:

• Accountable for adhering to compliance and audit-related needs as per the defined Problem Management SOPs

Service Excellence

. Accountability for ensuring IT service delivery restoration in a timely manner.

• Participant in clear, concise communication and providing management with necessary updates in a timely manner.

• Evaluates service reports and proactively identifies and pursues required corrective actions in problem areas

Technical Skills / Experience:

• Experience with project management and/or business analysis skills.

• Strong interpersonal skills with demonstrated commitment to providing superior customer service.

• Good verbal and written communication skills required.

• Action and closure-oriented; results-driven (this is critical).

• Advanced organizational skills, including the ability to perform various activities concurrently.

• The ability to develop and maintain strong relationships throughout the organization.

• Ability to work independently while demonstrating strong collaboration skills in a team environment.

• Ability to independently plan, manage, and complete all aspects of assigned projects, delegating where appropriate.

• Insurance/Business acumen.

• Experience with Cloud infrastructure and platforms will be an asset.

Why Chubb?

Join Chubb to be part of a leading global insurance company

Our constant focus on employee experience along with a start-up-like culture empowers you to achieve impactful results.

· Industry leader: Chubb is a world leader in the insurance industry, powered by underwriting and engineering excellence

· A Great Place to work: Chubb India has been recognized as a Great Place to Work for the years , and

· Laser focus on excellence: At Chubb we pride ourselves on our culture of greatness where excellence is a mindset and a way of being. We constantly seek new and innovative ways to excel at work and deliver outstanding results

· Start-Up Culture: Embracing the spirit of a start-up, our focus on speed and agility enables us to respond swiftly to market requirements, while a culture of ownership empowers employees to drive results that matter

· Growth and success: As we continue to grow, we are steadfast in our commitment to provide our employees with the best work experience, enabling them to advance their careers in a conducive environment

Employee Benefits

Our company offers a comprehensive benefits package designed to support our employees' health, well-being, and professional growth. Employees enjoy flexible work options, generous paid time off, and robust health coverage, including treatment for dental and vision related requirements. We invest in the future of our employees through continuous learning opportunities and career advancement programs, while fostering a supportive and inclusive work environment. Our benefits include:

Savings and Investment plans: We provide specialized benefits like Corporate NPS (National Pension Scheme), Employee Stock Purchase Plan (ESPP), Long-Term Incentive Plan (LTIP), Retiral Benefits and Car Lease that help employees optimally plan their finances

· Upskilling and career growth opportunities: With a focus on continuous learning, we offer customized programs that support upskilling like Education Reimbursement Programs, Certification programs and access to global learning programs.

· Health and Welfare Benefits: We care about our employees' well-being in and out of work and have benefits like Employee Assistance Program (EAP), Yearly Free Health campaigns and comprehensive Insurance benefits.

Application Process

Our recruitment process is designed to be transparent, and inclusive.

· Step 1: Submit your application via the Chubb Careers Portal.

· Step 2: Engage with our recruitment team for an initial discussion.

· Step 3: Participate in HackerRank assessments/technical/functional interviews and assessments (if applicable).

· Step 4: Final interaction with Chubb leadership.

Join Us

With you Chubb is better. Whether you are solving challenges on a global stage or creating innovative solutions for local markets, your contributions will help shape the future. If you value integrity, innovation, and inclusion, and are ready to make a difference, we invite you to be part of Chubb India's journey.

Apply Now: Chubb External Careers

• Bachelor's degree or equivalent experience.

• IT professional with 5-7 years of broad infrastructure, operational, compliance, and/or security experience.

• ITIL V4 foundation certified

Experience LevelSenior Level

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