Liberty Mutual Insurance Hiring for Engineering Manager – Customer Operations Job at Remote Full Time

Liberty Mutual is seeking an experienced Manager to lead our Customer Operations team within GRM US Technology. In this role you will manage and coach a highly skilled full-service operations engineering team to support resilient and efficient software operations across GRM US. You will oversee vendor resource managers along with onshore and offshore teams to achieve target systems stability goals. In addition, you will help design and implement initiatives as well as the operating plan for the group. Partnering with engineering teams across the market alongside end customers, you will

work to collaboratively deliver and operate mission critical software for GRM US Technology.

This team holds the standard for software resiliency and operational excellence within GRM US while supporting the enablement of modern, cloud-native software development. Customer Operations is paving the way towards enterprise-scale fault tolerant systems engineering by upholding service level agreements and continually advancing the quality of our systems monitoring, incident response and operational excellence through proactive means. This team delivers exceptional service to GRM US engineering teams as well end users through a customer-centric approach to software operations.

Responsibilities:

• Lead an enterprise scale, 24/7 operations organization consisting of vendor resource specialists and engineers through all stages of the software lifecycle.
• Ensure operational strategy and system architecture is aligned with business and IT strategic objectives and technology standards.
• Provide technical expertise and manage relationships with stakeholders, infrastructure teams and other engineering teams.
• Help the team reach the highest standards of IT Service management while cultivating a culture of continuous improvement
• Uphold and advance enterprise-wide software/infrastructure reliability standards.
• Foster team adoption of reliability engineering and DevOps best practices.
• Stay on top of technology trends and make strategic and tactical recommendations to help the team reach and maintain the highest standards of IT Service management while cultivating a culture of continuous improvement
• Be able to communicate the process vision effectively to key stakeholders and team members to ensure resource alignment in support of process vision and roadmaps.
• Develop action plans, revisions, and reinforcement based upon audit results, and monitor execution of plans.
• Help establish team financial plan and manage to plan.
• Manage vendor contracts
• Hire, coach, counsel, develop and retain talent.

• Bachelor’s or Master’s degree in Computer Science or a related discipline.
• 7+ years related experience with 5+ years in a leadership role.
• ITIL certification or equivalent experience.
• SRE or equivalent experience
• In-depth experience with IT Service Operations, inclusive of software/infrastructure operations, change management, incident management, problem management.
• Advanced knowledge of enterprise software systems engineering in both on-prem and cloud-native environments.
• Strong knowledge of software development best practices and lean/agile methodologies.
• Excellent communication skills, analytical ability, strong judgment and managerial skills
• Naturally inquisitive with a customer-centric mindset.

A little about us

At Liberty Mutual, our purpose is to help people embrace today and confidently pursue tomorrow. That’s why we provide an environment focused on openness, inclusion, trust and respect. Here, you’ll discover our expansive range of roles, and a workplace where we aim to help turn your passion into a rewarding profession.

Liberty Mutual has proudly been recognized as a “Great Place to Work” by Great Place to Work® US for the past several years. We were also named by Forbes as one of America’s Best Employers for Women and one of America’s Best Employers for New Graduates—as well as one of America’s Best Employers for Diversity. To learn more about our commitment to diversity and inclusion please visit: https://jobs.libertymutualgroup.com/diversity-inclusion

We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being. To learn more about our benefit offerings please visit: https://LMI.co/Benefits

Liberty Mutual is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran’s status, pregnancy, genetic information or on any basis prohibited by federal, state or local law.