Major Incident Response Technical Lead

Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premium well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world Role Description: The Major Incident Response Technical Lead will be responsible for leading and coordinating the technical response to major IT incidents. This includes managing the technical bridge, driving technical troubleshooting, and ensuring timely resolution of incidents to minimize business impact. The ideal candidate will have a strong technical background, excellent communication and leadership skills, and the ability to remain calm and focused under pressure. Key Responsibilities: * Lead and coordinate the technical response to major IT incidents, ensuring adherence to established incident management processes. * Manage the technical bridge, facilitating communication and collaboration between technical teams. * Drive technical troubleshooting efforts, working with various technical teams to identify and resolve the root cause of incidents. * Provide technical expertise and guidance to incident responders. * Ensure timely and effective resolution of incidents, minimizing business impact. * Communicate incident status updates to stakeholders, including technical and non-technical audiences. * Document incident details, troubleshooting steps, and resolution actions. * Identify opportunities for process improvement and contribute to the enhancement of incident management procedures. * Participate in post-incident reviews to identify lessons learned and prevent future incidents. * Develop and maintain documentation, including runbooks and knowledge articles. * Stay up-to-date on industry best practices and emerging technologies related to incident management. Qualifications: * Bachelor's degree in Computer Science, Information Technology, or a related field. * 7+ years of experience in IT operations, incident management, or a related field. * Proven experience leading and coordinating technical teams during major incidents. * Strong understanding of IT infrastructure, including servers, networks, and applications. * Excellent communication, interpersonal, and leadership skills. * Ability to remain calm and focused under pressure. * Experience with incident management tools and processes. * Strong analytical and problem-solving skills. * Ability to effectively communicate technical information to both technical and non-technical audiences. * Experience with cloud technologies (e.g., AWS, Azure, GCP) is a plus. * Relevant certifications (e.g., ITIL) are a plus. Benefits: * Competitive salary * Comprehensive health insurance * Paid time off * 401(k) plan * Professional development opportunities