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IT Incident Manager

Rolling Meadows, Illinois
Job Type
2 Aug 2022
Gallagher Bassett is the premier provider of global claims services, dedicated to exceptional customer service and demonstrably superior outcomes. GB helps people, teams and businesses overcome adversity and loss through the guiding expertise of over 5,000 claims professionals, all committed to going beyond expectations in the continuous pursuit of a better way.
The GBIT Incident Management team is a group within GBIT operations which has the responsibility to escalate, coordinate, communicate impact and drive resolution of service disruptions. The GBIT Incident and Problem Manager will be the primary point of contact when disruptions to GB services occur. This position will work with multiple internal IT teams and outside vendors to help investigate, diagnose and restore services as quickly as possible. When not directly working to restore service, this position will be responsible communication and metric reporting, leading root cause investigations as well as the prioritization, and implementation of preventative actions plans to reduce the likelihood of issues reoccurring.
Do to the 24x7 nature of IT Incident Management, the role requires availability off-hours at times.
Essential duties/responsibilities:
  • Lead technical teams toward restoration of services through effective engagement and communication with stakeholders.
  • Exercises sound judgement in understanding business impact of service disruptions and prompt and appropriate escalations.
  • Communicate complex IT issues in business terms.
  • Engage with a broad array of IT teams to determine the cause of issues and identify ways to avoid or prevent them from reoccurring

  • Experience with ITIL Service and Incident Management.
  • Strong written and verbal communication skills.
  • Demonstrated ability to solve complex problems.
  • Excellent leadership and service skills, needed to take control of calls diffuse potential of blame and finger pointing and keeping people on task and working to resolve an issue.
  • Experience with SQL Databases, System Administration, or Networking

U.S. Eligibility Requirements:
  • Interested candidates must submit an application and resume/CV online to be considered
  • Are you 18 years of age or older or can you demonstrate legal capacity to enter a contract?
  • Must be willing to submit to a background investigation; any offer of employment is conditioned upon the successful completion of a background investigation
  • Must have unrestricted work authorization to work in the United States. For U.S. employment opportunities, Gallagher hires U.S. citizens, permanent residents, asylees, refugees, and temporary residents. Temporary residence does not include those with non-immigrant work authorization (F, J, H or L visas), such as students in practical training status. Exceptions to these requirements will be determined based on shortage of qualified candidates with a particular skill. Gallagher will require proof of work authorization
  • Must be willing to execute Gallagher's Employee Agreement or Confidentiality and Non-Disclosure Agreement, which require, among other things, post-employment obligations relating to non-solicitation, confidentiality and non-disclosure
Gallagher offers competitive salaries and benefits, including: medical/dental/vision plans, life and accident insurance, 401(K), employee stock purchase plan, educational expense reimbursement, employee assistance program, flexible work hours (availability varies by office and job function) training programs, matching gift program, and more.

Gallagher believes that all persons are entitled to equal employment opportunity and does not discriminate against nor favor any applicant because of race, sex, color, disability, national origin, religion, creed, age, marital status, citizenship, veteran status, gender, gender identity / expression, actual or perceived sexual orientation, or any other protected characteristic. 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 applicant with a disability, unless the accommodation would impose an undue hardship on the operation of our business.


Additional Information

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  • Job Reference: 674988331-2
  • Date Posted: 2 August 2022
  • Recruiter: Gallagher
  • Location: Rolling Meadows, Illinois
  • Salary: On Application
  • Sector: Administration
  • Job Type: Permanent