Principal Lead Service Management
- Ameriprise Financial
- 6 - 11 years
- Noida, Gurugram
- 5 months ago
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Job Description
The primary role is to ensure that standard methodology, processes and tools are developed that provide repeatable results and are adopted across the user community. The IT Service Delivery group manage the delivery of all infrastructure and applications used by the business.
The function of this role is to manage and enforce the day-to-day service management processes defined for the operation of these systems. Including: ITSM Process Consulting for CM/KM/EM but primarily 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)
Understanding around Data Warehouse Principals
- Major Incident management is a critical component of IT service management (ITSM) that focuses on restoring normal service operation as quickly as possible following an incident, while minimizing impact on the business
- An incident is defined as an unplanned interruption to a service or a reduction in the quality of a service
- This can include anything from a infrastructure outage to a software bug that affects user experience
- The scope of incident management extends beyond just technical issues; it encompasses the entire process of identifying, analyzing, and resolving incidents
- This includes communication with stakeholders, documentation of incidents, and the implementation of preventive measures to avoid future occurrences
- The ultimate goal is to ensure that services are delivered efficiently and effectively, maintaining high levels of customer satisfaction
- Major Incident Commanders (MICs) monitors Ameriprise Applications and Infrastructure via multiple Monitoring tools like Dynatrace, Sumologic and ServiceNow 24*7.
- Run Major Incident Bridge calls to quickly circumvent major/critical incidents to increase availability of Ameriprise Technology.
- The team also runs ad-hoc Bridges for critical changes and Ad-hoc requests for critical project related activities.
- Roll Out and Draft Leadership communications/updates for all Major and Critical issues within the system in timely manner and desired frequency.
- Support BAU shift activities, Monitoring, SRE functionalities for monitoring including Ready for Business, Driving Support bridges and Communications.
- Basic Knowledge of Problem management and Change management is required.
- Excellent Verbal and Written communication are mandatory.
- Good team player and having experience in working with Global team.
- The candidate should be open to work in 24*7, including weekends as we'll.
- bachelors degree (or equivalent) in computer science or related discipline
- AWS Cloud Practitioner and ITIL Certification is good to have.
- Technical Understanding of Database, SQL queries, Power BI , basic understanding of OS level is required.
- Knowledge of Application architecture and Infrastructure layers like Server, Network, Middleware and Cloud is good to have.
- ITSM domain like Problem and Change Management and good to have SRE capabilities.
Job Classification
Industry: Financial ServicesFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: Problem ManagementEmployement Type: Full timeContact Details:
Company: Ameriprise FinancialLocation(s): Noida, Gurugram
Keyskills: Change management Financial planning Problem management Incident management Asset management application architecture IT asset management Middleware Monitoring
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