Major Incident Management Analyst

Argo Group is a leader in specialty insurance with a vibrant culture built on respect, equality, wellness and opportunity. We’re an innovative organization that’s small enough to be agile and big enough to make a difference in our industry.  

Our flexible workplace is continuously evolving to ensure all employees feel: 

• Comfortable bringing their whole selves to work. 
• Confident that they will be treated respectfully. 
• Recognized for their performance and provided with equal opportunities to succeed. 

At Argo, skill meets opportunity. If you’re wired to raise your hand and ask, “Where can I help?”, you’ll thrive with us. 

ROLE OVERVIEW

The Major Incident Management Analyst plays a crucial role in the IT department by focusing on the swift and effective resolution of major incidents that can significantly impact the organization's operations. They are responsible for coordinating and leading the response efforts when a major incident occurs, with the goal of minimizing disruption and restoring normal service as quickly as possible. The role will work hybrid (no less than three days per week on-site) at our San Antonio, TX office.

KEY RESPONSIBILITIES

• Incident Coordination: Take charge of major incidents from their identification to resolution, ensuring efficient communication, collaboration, and adherence to incident management processes. 
• Response Planning: Develop and maintain detailed incident response plans, including predefined actions, stakeholder communication strategies, and escalation procedures. 
• Incident Triage: Quickly assess the severity and impact of incidents to determine if they qualify as "major incidents" and require immediate attention. 
• Communication: Act as the central point of contact for all involved parties, including technical teams, stakeholders, and management, providing timely and accurate updates. 
• Root Cause Analysis: Work on post-incident analysis to identify the root causes and contributing factors of major incidents and suggest improvements to prevent recurrence. 
• Continuous Improvement: Regularly review and update major incident processes and procedures to enhance efficiency and effectiveness. 
• Documentation: Maintain incident records, documenting all actions taken during incident response for analysis and reporting purposes. 

SKILLS & QUALIFICATIONS

• Minimum three (3) years’ experience
• Bachelor's degree in IT, Computer Science, or a related field (or equivalent years of experience). 
• Strong knowledge of IT incident management and ITIL (Information Technology Infrastructure Library) best practices. 
• Excellent communication and interpersonal skills for coordinating efforts among diverse teams. 
• Strong problem-solving and analytical skills to handle high-pressure situations effectively. 
• Proficiency in using incident management tools and software. 
• An understanding of various IT systems, networks, and infrastructure. 
• Certifications like ITIL, CompTIA A+, or CompTIA Security+ can be advantageous.

CAREER PROGRESSION

A Major Incident Management Analyst can progress into roles such as Incident Manager, Problem Manager, or IT Service Manager as they gain more experience and expertise in IT service management and incident resolution.

PLEASE NOTE:  At this time, Argo Group will not sponsor an applicant for employment authorization for this position.

If you have a disability under the Americans with Disabilities Act or a similar law and you wish to discuss potential accommodations related to applying for employment at Argo Group, please contact our Benefits Department at 210-321-8400. 

To all recruitment agencies:  Unless you have been requested to work on this position, or other positions with Argo Group, please do not forward any resumes to Argo Group employees.   Argo Group is not responsible for any fees related to unsolicited resumes.

Argo Group International Holdings, Ltd. is an underwriter of specialty insurance products in the property and casualty market. Argo offers a full line of products and services designed to meet the unique coverage and claims-handling needs of businesses. The company is a wholly owned subsidiary of Brookfield Reinsurance Ltd. Argo and its insurance subsidiaries are rated ‛A-’ by Standard and Poor’s. Argo’s insurance subsidiaries are rated ‛A-’ by A.M. Best. More information about Argo is available at www.argogroup.com.

We are an Equal Opportunity Employer. We do not discriminate on the basis of age, ancestry, color, gender, gender expression, gender identity, genetic information, marital status, national origin or citizenship (including language use restrictions), denial of family and medical care leave, disability (mental and physical) , including HIV and AIDS, medical condition (including cancer and genetic characteristics), race, religious creed (including religious dress and grooming practices), sex (including pregnancy, child birth, breastfeeding, and medical conditions related to pregnancy, child birth or breastfeeding), sexual orientation, military or veteran status, or other status protected by laws or regulations in the locations where we operate. We do not tolerate discrimination or harassment based on any of these characteristics. 

The collection of your personal information is subject to our HR Privacy Notice

Our Benefits

Developing our employees professionally and personally strengthens our organization.
Argo Group offers an attractive Total Rewards package that includes:

• A culture that recognizes performance and empowers employees to excel, offering competitive compensation and merit driven profit sharing.
  
  
• Flexible workplace policies that support employee well-being include compressed hours, flex-time, job-sharing, remote work, sabbatical leave, and holiday hours.
  
  
• Comprehensive health, wellness, and financial planning options that employees can tailor to meet their personal and family needs.  In addition to traditional health and wellness plans, benefits include dental, disability, life insurance, medical, and vision insurance, matching 401(k) retirement savings, generous paid time off (21 days of PTO, 11 paid company holidays, 3 floating holidays and a paid voluntary day), paid caregiver and parental leave, paid bereavement, jury duty/court appearances, and military (up to 14 days) leave, employee assistance program (EAP), and an array of voluntary benefits.  
  
  
• Argo Academy, a digital and instructor-led platform that offers continuous learning and professional development – Training magazine lists Argo among the Training "Top 125" Companies.   Argo encourages career mobility and continuing education to pursue and maintain professional and industry designations, in addition to traditional university and higher education programs.
  
  
• An inclusive culture that develops and sponsors diverse teams, encourages cross-functional engagement and collaboration, builds community through employee resource groups (ERGs), and provides an environment that welcomes ongoing dialogue, creative innovation, professional and personal development.
  
  
• Active community outreach and volunteer programs.
  
  
• A generous Employee Referral program that results in approximately 25% of all new hires annually.