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Service Management
Horsham, Pennsylvania  |  Onsite
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Applied on July 28, 2021
Job Id #48695 Posted June 29, 2021


  • This position is for an IT Service Manager who will be responsible for the processes and procedures for Service and Problem Management. The successful candidate provide 24/7 coverage for Service Management

Responsibilities include:

  • Service Management (On-call Incident Management)
  • Responsible for all process and procedures associated with Service Management.
  • Manage to resolution, high and urgent severity incidents in order to restore service as quickly as possible after an incident occurs.
  • This includes leading or liaison with support teams and their managers, communication with IT and Operations management, corporate Service Desk, and external partners' support management.
  • Providing post-mortem services such as reporting wrap-ups, meetings if necessary for gap analysis and solution implementation.
  • Produce and/or contribute to all System availability reports and dashboards.

Problem Management

Track, manage and resolve the root cause of incidents and minimize the adverse impact of incidents and problems on business that are caused by errors within the IT infrastructure and prevent recurrence of incidents related to these errors.

  • Manage critical incident (P1/P2) on-call support (24x7)
  • Manage special engagements where there is member/agent or financial impact
  • Responsible to communicate business impact of critical issues/special engagements to leadership
  • Drive technical team members to restore services in an expedited manner for critical issues/engagements to ensure minimal downtime/impact
  • Take a lead role in technical problem solving, including collaboration with multiple departments to drive to a root cause of all problems for permanent resolution of issues impacting Insurance Solutions resulting in reduced reoccurrences of issues and thus higher availability and customer satisfaction
  • Demonstrate a strong understanding of issues, including in-depth technical analysis, troubleshooting, analyzing, root cause and engaging appropriate SMEs as needed to drive incident and problem management
  • Custodian of Grafana, Sitescope, BSM, etc for IT Ops
  • Monitor the environment health and drive improvements to enhance availability and performance
  • analyze data to develop trends and alert when current metrics are outside of expectations
  • Identify opportunities for automation and operational efficiencies to increase availability and incident reaction times
  • Ensure overall organizational support goals are met (i.e. SLA, incident / problem reduction, application availability)
  • Ensure support readiness prior to the deployment of any change to the production environment
  • Provide reporting and analysis of system availability and incident trending

Qualified candidates will have the following requirements:

  • 4+ years of experience in Information Technology supporting a complex production environment integrated with multiple partners in the research, workaround and resolution of issues.
  • Solid experience in managing ITIL processes
  • Flexibility with working hours as required for leading 24/7 on call support group.
  • Attention to detail, strong work ethic and results orientation.
  • Flexibility to support and manage multiple projects/deadlines simultaneously.

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact

All applicants applying must be legally authorized to work in the country of employment.

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Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.


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