Senior Manager, Engineering Technology Operations Center (TOC)

GEICO is seeking a dynamic, highly motivated Senior Manager to join our Reliability Engineering organization to oversee our Technology Operations Center (TOC), a central point of communication and incident management across our TECH organization. You will be part of a team that facilitates Incident calls, measures, and improves production performance, availability, and reliability through sustainable engineering practices for our mission critical systems. You will work closely with our Product, Platform, Security, and other Infrastructure teams to continuously automate, improve our products’ availability to our customers. You will also be managing a team of TOC engineers with different technology expertise who are passionate about triaging and collaborating with various Product groups across the organization to resolve issues effectively and efficiently.

The candidate should be an experienced leader who can interact effectively with all levels of GEICO Technology Solutions (GEICO Tech) and business organizations. Additionally, the candidate should be able to keep a pulse on GEICO’s business strategy to ensure that TOC is aligned with our business and GEICO Tech. The candidate must be able to develop and maintain a strategic roadmap for the TOC organization and ensure that team goals are aligned.
As a TOC Senior Manager, you will lead a team of managers and engineers who are responsible for monitoring the availability and performance of our business applications, handling incidents efficiently, and coordinating the response to Major Incidents (MI) and performing various operational functions. You will also be responsible for leading the Incident Response Automation (IRA) initiatives across the enterprise.
 

A TOC Senior Manager’s primary responsibilities include, but are not limited to:
• 24x7x365 on-call production support is a requirement
• Work with TOC engineers and other stakeholders to perform regular Incident Table Top exercises to identify deficiencies in our Incident Response plan, including technical, planning and procedural.
• Provide oversight, lead, supervise, guide and coach a team of managers and engineers
• Assist and guide your team when they encounter challenges and conflicting priorities
• Develop an effective team through mentorship and motivation
• Provide team leadership to attain productivity goals and response times for established service level agreements for daily operations
• Develop TOC policies and procedures
• Ensure that all TOC policies and procedures are executed correctly by TOC personnel
• Manage coverage and staffing for all direct reports
• Perform associate performance evaluations and assist on all aspects of team performance
• Foster an atmosphere …