Sr. Infra Ops – IT Engineer

The Hartford; Charlotte (NC); Hybrid; USD 117,000 - 175,000; Full time

Job summary

The Hartford in Charlotte, NC seeks a Senior IT Engineer to lead AI-driven incident operations within the Technology Command Center. You will leverage agentic AI to rapidly identify, assess, and resolve critical service issues, partnering with cross-functional teams to restore services.

This hybrid role requires 3 days in the office (Tue–Thu) in Charlotte or Hartford, CT, and offers a base pay range of $116,800 to $175,200 annually, with additional bonuses and incentives as part of The

Qualifications

• 8+ years' experience in monitoring and observability tools.
• Experience in AI-driven data analysis and problem solving.
• AI tool proficiency including prompt engineering.
• Familiarity with ITSM and incident management processes.
• Understanding of event correlation, alert prioritization, service impact analysis.
• Strong analytical thinking and ability to work under pressure.

Responsibilities

• Manage technical and executive communication for major incidents.
• Perform alert triage, correlation, and initial impact assessment to separate actionable events from non-actionable noise.
• Support major incident detection and escalation by validating symptoms, confirming affected services, and engaging resolver teams.
• Use standard operating procedures, runbooks, and decision frameworks to investigate, prioritize, and elevate events.
• Maintain situational awareness during active events; document event patterns and operational observations.
• Promote events to incidents when thresholds are met; partner with internal and external teams during restoration activities.
• Identify opportunities to improve monitoring effectiveness, event quality, automation, and operational readiness.

Skills

Monitoring & observability

AI-driven data analysis

Prompt engineering

ITSM familiarity

Incident management under pressure

Analytical thinking

Tools

Splunk

Dynatrace

ITSI

Moogsoft

ThousandEyes

Job description

Senior IT Engineer - IE07BE

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.

The Sr. Infra Ops - IT Engineer is responsible for leveraging agentic AI to quickly identify, assess, and resolve critical service issues and major incidents, ensuring swift detection and response. The successful candidate will demonstrate engineering-level technical depth in AI, cloud computing concepts, and infrastructure platforms, partnering with cross-functional teams for service restoration and continuously improving the event management process. This position is critical in enhancing enterprise resilience and implementing proactive AI-driven operations within the Technology Command Center.

Hybrid work schedule, with the expectation of working in an office (Hartford, CT or Charlotte, NC) 3 days a week (Tuesday through Thursday).

Key Responsibilities

• Manage technical and executive communication for major incidents.
• Perform alert triage, correlation, and initial impact assessment to separate actionable events from non-actionable noise.
• Support major incident detection and escalation by validating symptoms, confirming affected services, and engaging resolver teams.
• Use standard operating procedures, runbooks, and decision frameworks to investigate, prioritize, and elevate events.
• Maintain situational awareness during active events; document event patterns and operational observations.
• Promote events to incidents when thresholds are met; partner with internal and external teams during restoration activities.
• Identify opportunities to improve monitoring effectiveness, event quality, automation, and operational readiness.

Partnership & Work Expectations

• Collaborate with infrastructure, application, reliability engineering, service desk, and vendor teams to ensure effective event response and service restoration.
• Support continuous improvement by identifying recurring alert issues, documenting operational insights, and recommending enhancements to monitoring, runbooks, and automation.

Schedule & Role Expectations

• May require shift coverage, off-hours support, and escalation activities aligned to a 24x7 operational model and follow-the-sun support structure.

Required Qualifications

• 8+ years' experience in monitoring and observability tools such as Splunk, Dynatrace, ITSI, Moogsoft, ThousandEyes, or similar.
• Experience in AI-driven data analysis and problem solving.
• AI tool proficiency including prompt engineering and Interrogation skills
• Familiarity with ITSM and ticketing platforms, including incident creation, categorization, escalation, and documentation.
• Understanding of event correlation, alert prioritization, service impact analysis, and basic automation/workflow enablement.
• Strong analytical thinking and operational judgment.
• Ability to work under pressure during high-impact events.

Candidate 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:

$116,800 - $175,200

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