FBS Major Incident Technical Specialist

FBS – Farmer Business Services is part of Farmers operations with the purpose of building a global approach to identifying, recruiting, hiring, and retaining top talent. By combining international reach with US expertise, we build diverse and high-performing teams that are equipped to thrive in today’s competitive marketplace. We believe that the foundation of every successful business lies in having the right people with the right skills. That is where we come in—helping Farmers build a winning team that delivers consistent and sustainable results. Since we don’t have a local legal entity, we’ve partnered with Capgemini, which acts as the Employer of Record. Capgemini is responsible for managing local payroll and benefits. What to expect on your journey with us: A solid and innovative company with a strong market presence A dynamic, diverse, and multicultural work environment Leaders with deep market knowledge and strategic vision Continuous learning and development Summary: Are you an experienced IT Technical professional passionate about driving service delivery improvements on a scale? We are seeking a technical specialist to join our Infrastructure Shared Services (ISS) department to manage Incident and Problem Investigations. Major Incident Management: Function as the first line of defense in responding to production issues, constantly monitoring system health, and troubleshooting with appropriate teams to expedite service restoration. Problem Management: Implement preventive measures by seeking root causes and working cross-functionally across various groups to improve code, infrastructure, processes, and more. Key Responsibilities: Manage Production Incidents and Problems effectively. Own Farmers' production operational health, including real-time communication with stakeholders during service disruptions. Bring strategic thinking to identify opportunities for efficiency gains through optimization, simplification, and automation. Develop strong partnerships with IT stakeholders across infrastructure, application development, architecture, data, and security teams. Drive towards meeting and exceeding ITSM KPIs based on the organization’s strategic goals. Collaborate with talented IT teams with varying levels of experience in a hybrid workplace. Foster an inclusive work environment and promote our company culture. Protect the stability and performance of production applications. Continuously improve system uptime and reduce mean time to recovery (MTTR). Keep the ITSM team ahead of the curve, preventing production outages before they occur by effective change and problem management. Work with a cohesive and effective team of IT professionals committed to service delivery. Work hours are primarily aligned to the standard schedule; however, flexibility to support extended hours may be required based on business needs. Ability to understand large-scale IT ecosystems and associate business processes with the IT systems supporting them. General knowledge in engineering, software development, cloud computing, DevOps, SRE, and Observability, with expertise in at least one area. Technical & Business Skills Experience with multiple application performance, log analysis, network performance, and digital experience monitoring tools (e.g., Dynatrace, ThousandEyes, ExtraHop, SevOne, FullStory, etc.). Dynatrace (Ideally) Service Now - Plus Microsoft Platform - Plus This position comes with a competitive compensation and benefits package. A competitive salary and performance-based bonuses. Comprehensive benefits package. Flexible work arrangements (remote and/or office-based). You will also enjoy a dynamic and inclusive work culture within a globally renowned group. Private Health Insurance. Paid Time Off. Training & Development opportunities in partnership with renowned companies.