Head of Technology Command Center

AVP IT Engineering - IE05AE

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. As the Head of the Technology Command Center, you will be the driving force behind the modernization and operational maturity of our global ITSM processes. You will provide oversight and integration across incident, problem, change, and crisis management, operating a 24x7, multi-regional support model. Leverage automation, AI-driven and self-healing technologies to create a proactive, seamless, and resilient support experience. You will work in the complex hybrid technology estate spanning AWS (multi-AZ / region), SaaS and Private cloud platforms.

What you'll do :

• Command & Control for major events : Global 24x7 Command and Control : Lead a multi-regional, always-on Command Center, ensuring resilient, uninterrupted support for critical business services worldwide. Serve as enterprise incident executive when neededactivating our Technology Command & Control playbooks, orchestrating cross-tower recovery, and communicating crisply to senior leadership. After action, drive systemic fixes and trend-based prevention.
• Raise the bar on ITSM excellence : Advance ITIL-aligned practices across change, incident, and problemwith automation, AI, Agentic AI capabilities with guardrails, and evidence-based trending to prevent recurrences.
• Measure and drive meaningful improvements : Establish clear OKRs and stability scorecards; leverage data-driven insights to reduce incidents, improve MTTR, and strengthen resiliency posture. Report progress and influence decisions at the CIO, CDO, and Operational Leadership levels.
• Influence and partner across the enterprise : Operate as part of the CTO organization, collaborating with peers who own Observability toolsets, Site Reliability Engineering (SRE) squad leaders, and chapter / platform leaders. Share best practices and influence SRE leaders to embed stability principles across the enterprise.

How Success Will Be Measured :

Qualifications :

Location : This role will have a Hybrid work arrangement, with the expectation of working in The Hartford's Hartford, CT or Charlotte, NC office 3 days a week (Tuesday through Thursday).

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 : $176,000 - $264,000.

Equal Opportunity Employer / Sex / Race / Color / Veterans / Disability / Sexual Orientation / Gender Identity or Expression / Religion / Age