Director, IT Event and Problem Management at Thehartford

**Who this is for** This leadership role is for an experienced IT professional to head a modern, autonomous service operations team at The Hartford, utilizing A

Work type: hybrid

Location: Charlotte, NC | Hartford, CT

Salary: $153,600 – $230,400/yr

Type: Full-time

Summary

**Who this is for** This leadership role is for an experienced IT professional to head a modern, autonomous service operations team at The Hartford, utilizing Agentic AI for IT event and problem management. **Key highlights** You will lead a team that transforms incident response using AI agents to automate workflows, aiming for proactive, intelligent resolution and reduced mean time to resolution (MTTR). This hybrid position offers a cutting-edge approach to IT service management. **You might be a good fit if you...** - Have experience leading IT Major Incident Management (MIM) and Problem Management functions. - Understand or are eager to leverage Agentic AI to automate ITIL workflows like detection, diagnosis, and remediation. - Can drive proactive problem management by analyzing incident data for trends and automating problem record creation. - Possess strong leadership skills and a vision for autonomous, AI-driven IT service operations.

Job Description

Director IT Engineering - IE06AE

We’re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals – and to help others accomplish theirs, too. Join our team as we help shape the future.   

         

Role Purpose

The Director of IT Major Incident Management (MIM) and Problem Management leveraging Agentic AI leads a modern, autonomous service operations team that transforms incident response from reactive, manual effort into proactive, intelligent resolution. This role uses AI agents to automate complex ITIL workflows, including detection, diagnosis, communication, and remediation—to reduce mean time to resolution (MTTR) and improve service availability.

Key Accountabilities










Required Leadership Competencies





Required Technical SkillsIT Operations & ITSM



Monitoring, AIOps & Automation




Cloud, Infrastructure & Architecture



Analysis & Problem Solving




Core Technical Competencies






Education & Experience




This role will have a Hybrid work schedule, with the expectation of working in an office (Columbus, OH, Chicago, IL, Hartford, CT or Charlotte, NC) 3 days a week (Tuesday through Thursday).

Candidates must be authorized to work in the US without company sponsorship. The company will not support the STEM OPT I-983 Training Plan endorsement for this position.

Compensation

The listed annualized base pay range is primarily based on analysis of similar positions in the external market. Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency and demonstration of competencies required for the role. The base pay is just one component of The Hartford’s total compensation package for employees. Other rewards may include short-term or annual bonuses, long-term incentives, and on-the-spot recognition. The annualized base pay range for this role is:

$153,600 - $230,400

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