Principal Lead - IT Service Management
- Ameriprise Financial
- 10 to 15 Yrs
- Hyderabad
- 4 months ago
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Job Description
- The primary role is to ensure that standard methodology, processes, and tools are developed to provide repeatable results and are adopted across the user community. The IT Service Delivery group manages the delivery of all infrastructure and applications used by the business, aiming to manage and enforce the day-to-day service management processes defined for the operation of these systems. This involves ITSM Process Consulting for CM/KM/EM, primarily focusing on problem management, Service Level Reporting, Continuous Service Improvement, Data Analytics & Data Visualization, ServiceNow Operations, Major Incident Management, IT Asset Management (HAM & SAM), understanding around Cloud Technologies (AWS, Azure), and knowledge of Data Warehouse Principals. Key Responsibilities: - Provide appropriate governance oversight to ensure adherence to standard methodology, processes, and practices within the practitioner community. - Define organizational measures to determine the state of the practice area and practitioner success. - Develop and administer tools for effective practitioner skill assessments. - Lead the continuous feedback process for practitioners to identify process improvements. - Own, champion, and improve the technology analytics process. - Understand technology assets/environments/services, business needs, and SLAs. - Create and manage processes and reports that provide insight into improvement opportunities. - Build and lead a Team of ITIL Service Management Professionals. - Act as the Services Process Manager for Problem, Change, Knowledge & Event Management processes. - Partner with adjacent services team leaders to deliver the service operations strategic plan. - Define, implement, and maintain key performance indicators (KPIs) of the services. - Conduct root cause analysis meetings and facilitate the problem management process. - Manage incident and change management processes for operational stability. - Develop a framework and facilitate audits and assessments to ensure process and service effectiveness. - Partner with the Data Science team for potential ITSM Intelligent Automation use cases. Decision Making Authority: Interaction with subordinate supervisors, customers, and/or functional peer group managers. Interact with the VP of Managed Services and Business Unit Constituents to enhance Managed Service offerings. Continuous Improvement: Collaborate with teams to determine monitoring requirements and implement appropriate monitors. Identify corrective actions to increase efficiency and meet targets. Participate in ITSM Process enhancement, defect fixes & testing in ServiceNow environment. Required Qualifications: - Bachelor's degree in Business, Computer Science, Information Technology or related field; or equivalent work experience. - 10-15 years of experience in project execution role. - Proficiency in assigned practice area. - Superior written and verbal communication skills. - ITIL Foundation or Expert certification. - Work experience with Service Management tools, preferably ServiceNow. Preferred Qualifications: - ServiceNow Operations experience. - Data Science for ITSM Intelligent Automation. - ITIL Expert certification. - Experience with PowerBI and Flexera One. - Process consulting, training & coaching experience. About Our Company: Ameriprise India LLP has been providing client-based financial solutions for 125 years, focusing on Asset Management, Retirement Planning, and Insurance Protection. Join an inclusive, collaborative culture and work with talented individuals who share your passion for doing great work. Full-Time/Part-Time: Full time Timings: 2:00 pm - 10:30 pm India Business Unit: AWMPO AWMP&S President's Office Job Family Group: Technology,
Employement Category:
Employement Type: Full timeIndustry: IT Services & ConsultingRole Category: Technical Support / HelpdeskFunctional Area: Not SpecifiedRole/Responsibilies: Principal Lead - IT Service ManagementContact Details:
Company: Ameriprise FinancialLocation(s): Hyderabad
Keyskills: Data Analytics Data Visualization Major Incident Management IT Asset Management AWS Azure SLAs Problem Management Change Management Knowledge Management Event Management Key Performance Indicators Root Cause Analysis Process Improvement Data Science ML Python Stakeholder management Continuous Improvement SharePoint Business Computer Science Information Technology Project execution Solution delivery ITIL Foundation ServiceNow Communication skills Training Coaching Data Warehouse AI PowerBi Decision Making
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