Director, IT Event and Problem Management

The Hartford

Director of IT Major Incident Management leveraging Agentic AI to transform incident response into intelligent resolution. Leading a modern service operations team and enhancing IT resilience through automation and proactive management.

Posted 4/24/2026full-timeCharlotte • Connecticut, Illinois, North Carolina, Ohio • 🇺🇸 United StatesLead💰 $153,600 - $230,400 per yearWebsite

Tech Stack

Tools & technologies

CloudDistributed SystemsITSMServiceNow

About the role

Key responsibilities & impact

Lead high-severity incidents with calm, decisive crisis leadership.
Own Event, Incident, and Problem Management frameworks aligned to ITIL.
Enforce structured execution, roles, and accountability across operations.
Coordinate across applications, infrastructure, cloud, security, and vendors.
Implementing Agentic AI to analyze incident data for trends, identify recurring issues before they cause major outages, and automate the creation of problem records.
Utilizing AI agents to analyze incidents, identify root causes, and suggest or execute remediation steps, shifting the team from manual troubleshooting to managing AI-driven resolution workflows.
Deploying AI agents to draft incident updates, notify stakeholders, and document post-incident reviews, ensuring speed and consistency in communication.
Establishing trust layers and human-in-the-loop controls for AI actions, balancing speed with governance, security, and risk.
Defining AI-driven metrics and aligning AI platform strategy with business outcomes to enhance IT resilience.

Requirements

What you’ll need

Bachelor’s degree in Computer Science, Engineering, or related field
10+ years in IT Operations / Incident / Problem Management
Leadership experience in large-scale, 24x7 production environments
Strong ITSM tool proficiency (e.g., ServiceNow)
Deep ITIL expertise (Incident, Event, Problem Management)
Expertise in monitoring, observability, and synthetic tools
AIOps‑based alert correlation and automation
Scripting/automation supporting incident response
Extensive cloud and infrastructure operations experience
Strong understanding of distributed systems and system design
Advanced troubleshooting and RCA
Data‑driven operational analysis
Strong technical documentation and communication

Benefits

Comp & perks

Short-term or annual bonuses
Long-term incentives
On-the-spot recognition

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

ITILAIOpsscriptingautomationmonitoring toolsobservability toolssynthetic toolsadvanced troubleshootingroot cause analysisdata-driven analysis

Soft Skills

crisis leadershipcommunicationaccountabilitytrust buildingcollaboration