Head of Operations, Integration Platforms

Description

We are seeking a dynamic leader to head up our Global Operations team, focusing on Core Application Integrations, API Management, and Business Process Management (BPM). This isn't just a job—it's an opportunity to transform how technology empowers our business. We're looking for someone in this role with experience and expertise spanning application development, API integrations, and business continuity best practices to define and drive operational excellence across our global footprint. It's more than what you might think of as driving excellence in technical support; it's about ensuring business continuity across our application ecosystem. You'll leverage your engineering and architecture expertise to strategize and drive solution execution around key initiatives including SLA management, ensuring expanded uptime and reducing time to react and time to repair issues. In this highly visible role, you'll engage with key executive stakeholders and team members across business, operations, and technical teams to lead global efforts around issue triage and resolution, putting solutions in place on a global scale that will enhance overall business performance.

In this role, you will:

Foster a collaborative and results-oriented culture built on focus, open communication, and ethical practices

Drive the strategic execution of our global operations, championing ownership and accountability to ensure Integration Platforms within Global Core Platforms Engineering achieve their objectives

Oversee planning, direction, and coordination of support and maintenance for medium to large-scale integration platforms, utilizing your expertise in API Management tools, Integration platforms (e.g., MuleSoft, Boomi), and Scripting languages (e.g., Python, Bash). Ensure high-quality delivery within budget and timeframes

Design and implement a comprehensive IT Operations Service Management framework, leveraging your knowledge of the ITIL framework, ServiceNow, and Monitoring & Alerting tools. Ensure 24/7 availability aligned with defined SLAs and SLOs, and lead efficient incident management

Leverage Docker and container orchestration tools (e.g., Kubernetes) to manage deployment and orchestration of containerized applications. Ensure timely availability of products and services in production and non-production environments

Drive continuous support for strategic technological platforms across business segments

Champion cross-functional project success through adherence to Chubb's program delivery framework

Identify, recommend, and implement best practices to streamline full-scale ITSM services and enhance business continuity

Expand Chubb's Operations engineering team across the US, India, Greece, and Mexico

Establish a robust structure for continuous service delivery and operation, adapting roles and responsibilities for a high-functioning team

Engage with delivery teams to establish optimal monitoring and alerting strategies. Collaborate with stakeholders to ensure operations align with current and future business needs

Uphold corporate technology standards, guidelines, and best practices regarding information technology, application security, data privacy, data integrity, and architecture

Establish dashboards using ServiceNow and other tools for platform and service health visibility. Prepare and present executive updates and recommendations regarding technology delivery

Qualifications

15+ years of demonstrable success leading large, global Operations and Technology teams, with a strong focus on delivering complex cross-functional projects

Deep expertise in integrating legacy systems with modern applications/APIs (Microservices) and platforms (Springboot, Kafka, Apache Camel, etc.)

Extensive knowledge and hands-on experience with digital technologies (DevOps, ITSM, ITIL); demonstrated success implementing these methodologies in an Agile environment

Proven track record leading operational support across application, infrastructure, and security landscapes, including vulnerability management, remediation, and seamless upgrades

Demonstrated ability to analyze complex business and technical challenges, understand customer needs, and develop effective solutions that align technical solutions with strategic objectives

Ability to analyze requirements, conceptualize solutions, and guide engineering processes

Experience with Docker, Kubernetes or similar tools

Experience with Azure (preferred) or other cloud solutions

Familiarity with Docker and Kubernetes (or similar tools)

Knowledge of DevOps practices and tools like Jenkins, Gitlabs, or Azure DevOps

Proficient in at least two monitoring tools such as Splunk, Dynatrace, AppDynamics, Grafana, Prometheus, OpenSearch, and/or Azure Monitor

Experience in managing and supporting one of the industry standard API gateways, preferably Azure APIm Gateway

Experience applying SRE principles to improve platform and application resiliency

Experience with Kafka and Elastic ELK/Open Search

Strong foundation in software development and engineering practices

Experience supporting IBM BPM/Integration Broker and building/enhancing Java Springboot and Apache Camel based integration services. Experience with Volante is a plus

Bachelor's or Master's degree in Computer Science, Information Systems, or a related field is preferred

The pay range for the role is $190,000 to $240,000. The specific offer will depend on an applicant’s skills and other factors. This role may also be eligible to participate in a discretionary annual incentive program. Chubb offers a comprehensive benefits package, more details on which can be found on our careers website. The disclosed pay range estimate may be adjusted for the applicable geographic differential for the location in which the position is filled.