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Infrastructure Manager - Application Platform Reliability

Information Services - Other, Information Technology Job ID 2022-11553 Johnston, Rhode Island 06/23/2022
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More information about this job:


**This position has the possibility of being remote within the United States**

FM Global is a leading property insurer of the world's largest businesses, providing more than one-third of FORTUNE 1000-size companies with engineering-based risk management and property insurance solutions. FM Global helps clients maintain continuity in their business operations by drawing upon state-of-the-art loss-prevention engineering and research; risk management skills and support services; tailored risk transfer capabilities; and superior financial strength. To do so, we rely on a dynamic, culturally diverse group of employees, working in more than 100 countries, in a variety of challenging roles.


This Service Owner is responsible for the deliveryof one or more application platform services through their entire lifecycle. This includes developing the strategic service direction, defining service levels, and handling risks associated with each service. The individual will establish and manage a service portfolio with clear objectives (OKRs) in support of organizational performance targets, continuous service improvement plans, and “voice of the customer” processes. This service owner has two key areas of focus.

The first key area of focus isthe daily management and support of secure, enterprise-scale cloud and on-premises application infrastructure. Application technology platforms include Azure (PaaS/IaaS), Windowsand Linux servers,and databases such as SQL Server, PostgreSQL, and Oracle. Thisoperationallyfocused agile team provides application platform support services such as provisioning, configuring, deploying, upgrading, troubleshooting, vulnerability remediation,disaster recovery, compliance, and off-hours production support.

The second key area of focus is to build a NEW reliability engineering practice. It will includeassessing operational readiness of applications, reducing toil, automating routine operational tasks, observabilityas well asreal-time proactive monitoring and alerting, AIOps,self-healing infrastructure, and predictive monitoring. This agile SRE team has the goal to increase application stability and to provide reliabilityagainst defined reliability goals (SLIs, SLOs, and error budgets).

Technologies include Azure DevOps (ADO), Azure Monitor, Application Insights, Grafana, PowerShell, IIS, Octopus Deploy, Git, configuration-as-code (SaltStack), infrastructure-as-code (Terraform), and container technologies such as Docker, Kubernetes, and AKS.

Summary/ Responsibilities

Owns the journey service vision and is accountable for the alignment, prioritization of value, and oversight and cost management of all services in the journey. Ensures healthy service backlogs for all services within their journeys while striving for timely delivery, representing the customer and key stakeholders.

Works closely with key senior business and Strategy & business enablement partners for responsible services within scope of responsibility. Actively supports the “voice of the customer” from the business point of view and provides guidance in assessing, mitigating, and managing service opportunities and risks. Defines and aligns the visions for all services within the journey. Engages customers and service teams, and is accountable for the overall service management and brand of the various services within a journey.

Aligns stakeholder input into service and journey vision and roadmaps while effectively negotiating tradeoffs of conflicting priorities based on value to the business and customer.

Manages and monitors the value of team delivery and service metrics. Takes advantage of the service KPIs and overall service performance (and other business metrics) to optimize the service.

Reviews and supports the scope and value of the minimum viable product (MVP) as defined by team and Service Owner to ensure alignment with enterprise goals and objectives.

Accountable for removing roadblocks, constantly communicating, and gaining alignment on service investments and strategy with senior stakeholders and business partners. Manages overall service delivery, partners with key business leaders to resolve open issues/questions quickly and efficiently to ensure timely delivery by all teams in the journey.

Actively and effectively uses metrics and suggests new solutions to increase the service’s business value and usability. This will be verifying the business value delivered by the service and how it aligns with the client’s strategy. Accountable for maintaining and communicating service vision and roadmaps for all services within the journey. Working with both engineering and operations teams as well as other key areas of strategy & business enablement, reviews and manages delivery, implementation, and operations support plans for services within the journeys.

Accountable for service image, branding, satisfaction metrics (e.g. net promoting score/customer satisfaction score for all services in the journeys). Accountable for coaching, mentoring, developing SO talent, and for managing performance of all service owners in the journey.

Cultivates a culture of automation, efficiencies in delivery, communication/collaboration and use of metrics to drive decision making and accountability.


  • 5-10 years’ experience in information technology service/product management leadership. Depending on service owner role, the candidate should possess skills in one or multiple of the following: infrastructure/cloud services, application platforms engineering, DevSecOps, reliability engineering, enterprise technology and/or consulting.
  • 3 to 5 years’ IT Service Management, ITIL framework, customer experience, and service level management.
  • Knowledge of agile practices in an enterprise infrastructure environment is highly preferred!
  • A servant leader and role model with exceptional planning, analytical, decision-making, organization, communication, and teamwork skills. As well as strong enterprise infrastructure knowledge with the ability to influence others and build consensus.
  • Accountable for supporting enterprise priorities and able to make difficult and quick decisions daily with incomplete information for all services across the journey.
  • An empowering and creative leader with experimental approach with demonstrated willingness to learn and develop others.


  • 4 Year College Degree/Bachelors; Information Security / Assurance, Computer Science, Information Technology, or a related field. Or, equivalent work experience or technical training with a non-related degree

We offer our employees a wide range of benefits including career long learning opportunities, tuition reimbursement, 401 (k), pension, flexible schedules, rich health and well-being programs, generous time off allowances, volunteer days and so much more! 

FM Global is an Equal Opportunity Employer and is committed to attracting, developing, and retaining a diverse workforce. 

Please note that all FM Global visitors, including external candidates interviewing for open positions will be required to be vaccinated and should be prepared to provide proof of vaccination.


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