Senior ITSM Problem & Major Incident Manager

**Job Location:** Hybrid work arrangement based in Richmond, VAWe're seeking a seasoned Senior ITSM Problem/Major Incident Manager to join our dynamic IT Service Management team! In this role, you'll spearhead root cause analysis and resolution of IT incidents, prevent recurring issues, and ensure smooth management of incidents and problems across our IT landscape. You'll work closely with cross-functional teams to tackle underlying issues that affect service performance and availability. You'll be part of an on-call rota, ready to jump into action whenever needed• Experience in owning a problem management process and delivering on improvements. • Minimum of 5 years of experience in IT Service Management, with a focus on Problem Management, Incident Management, or Service Operations. Demonstrated ability to conduct in-depth root cause analysis and develop effective problem resolutions.• Excellent verbal and written communication skills, with the ability to interact effectively with both technical and non-technical stakeholders. • Proven ability to lead cross-functional teams and influence without direct authority. • Strong analytical and critical-thinking skills with the ability to make sound decisions under pressure. • Experience in service management tooling (e.g., ServiceNow, BMC Remedy) **Who we are:**Markel Group (NYSE – MKL) a fortune 500 company with over 60 offices in 20+ countries, is a holding company for insurance, reinsurance, specialist advisory and investment operations around the world.**We’re all about people | We win together | We strive for better****We enjoy the everyday | We think further****What’s in it for you:**In keeping with the values of the Markel Style, we strive to support our employees in living their lives to the fullest at home and at work.* We offer competitive benefit programs that help meet our diverse and changing environment as well as support our employees’ needs at all stages of life.* All full-time employees have the option to select from multiple health, dental and vision insurance plan options and optional life, disability, and AD&D insurance.* We also offer a 401(k) with employer match contributions, an Employee Stock Purchase Plan, PTO, corporate holidays and floating holidays, parental leave.Choose **‘Apply Now’** to fill out our short application, so that we can find out more about you.Markel is aware of employment-related scams where scammers will impersonate recruiters by sending fake job offers to those actively seeking employment in order to steal personal information. Frequently, the scammer will reach out to individuals who have posted their resume online. These "job offers" include convincing offer letters and frequently ask for confidential personal information. Therefore, for your safety, please note that:Markel is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of any protected characteristic. This includes race; color; sex; religion; creed; national origin or place of birth; ancestry; age; disability; affectional or sexual orientation; gender expression or identity; genetic information, sickle cell trait, or atypical hereditary cellular or blood trait; refusal to submit to genetic tests or make genetic test results available; medical condition; citizenship status; pregnancy, childbirth, or related medical conditions; marital status, civil union status, domestic partnership status, familial status, or family responsibilities; military or veteran status, including unfavorable discharge from military service; personal appearance, height, or weight; matriculation or political affiliation; expunged juvenile records; arrest and court records where prohibited by applicable law; status as a victim of domestic or sexual violence; public assistance status; order of protection status; status as a smoker or nonsmoker; membership or activity in local commissions; the use or nonuse of lawful products off employer premises during non-work hours; declining to attend meetings or participate in communications about religious or political matters; or any other classification protected by applicable law. #J-18808-Ljbffr