Head of Technology Command Center

ommand & 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 needed-activating 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 problem-with 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:
• Demonstrated maturity and integration across all ITSM processes.
• Significant improvements in incident, problem, and change metrics (frequency, severity, MTTR, change success rate).
• Successful deployment and adoption of modern automation and AI-driven ITSM capabilities.
• High reliability and availability through a robust, global 24x7 support model.
• Strong partnership and positive feedback from SRE, Chapter, and business leaders.

Qualifications:
• 15+ years of progressive leadership in large-scale, complex technology environments.
• Must have 5+ years of experience leading command and control at an enterprise level.
• Deep expertise in ITSM (ITIL), with a proven track record of maturing incident, problem, change, and crisis management at scale.
• Experience modernizing ITSM using automation, AI, and self-healing technologies.
• Demonstrated success operating a global, always-on Command Center.
• Strong partnership orientation with SRE, platform, and chapter leaders.
• Executive presence and communication skills, with the ability to influence at the highest levels.
• Deep, hands-on expertise across AWS (resilient patterns, multi-AZ/region, HA/DR) and on-prem technologies (compute, storage, network, virtualization).
• Mastery of observability (metrics, logs, traces) and how to convert telemetry into prevention and faster recovery. Experience with Splunk, Datadog, Dynatrace or equivalent platforms.
• Experience leading platform chapters/communities of practice is attractive.

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

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