ITSM Manager

The Service and Incident Management Manager will lead the Ameriprise Incident Management Team with Critical/Major incident management being the primary responsibility. This resource will be working with multiple teams across business and technologies to manage incidents and run bridges with the primary objective of reducing MTRS of incidents.

Provide operational leadership and direction to technology operations team(s) including employees, contract personal and strategic vendor partners. Accountable for the availability and performance of applications and services and the seamless business consumption of them. Own production support, front-line management of incidents, small enhancements, and proactive/preventative testing and analysis (to include solution ideation, recommendation and implementation). Serve as escalation point and operational expert for issues, needs and operational requirements.

Key Responsibilities

Responsibilities

• Act with decisive confidence and exercise influence over a wide range of individuals at all levels of business and technical leadership
• Ensure incidents are fully documented both during and after the incident, including gathering and recording the full incident timeline of events
• Collaborate with multiple teams across business and technology to ensure processes are in compliance with guidelines
• Produce documents that outline incident protocols such as how to handle cybersecurity threats

Production Support

• Prioritize incidents according to their urgency and impact to the business and escalate (technical and/or hierarchical) as needed
• Engage team, partners and stakeholders appropriately to ensure full collaboration, multiple viewpoints and full transparency
• Maintain a professional demeanor and attitude while being assertive when leading an incident investigation
• Apply technical acumen to ask the right questions, collect the responses, set actions based on information, and to follow-up with probing questions if the response does not fit the situation
• Establish and manage goals, reporting needs, key performance indicators / early indicators and dashboards for measurement of operation success
• Ensure operational readiness thru effective handoff of technologies and services into production
• Develop and/or oversee development of configurations, monitoring procedures and break/fix documentation
• Collaborate on system health evaluations to address performance issues and establish action plans
• Drive proliferation of existing technology investments and capabilities to enable business efficiencies
• Escalation point with vendors or users on current product capabilities and enhancement requests
• Escalation contact for assigned incident & problem workgroups.
• Monitor and perform routine performance/service-level audits to ensure optimal utilization.
• Accountable for scheduled and unscheduled operational maintenance tasks.
• Ensure escalation processes in place and utilized.
• Collaborate with technical teams, business partners, and vendors to advocate for assigned services/technologies, ensuring stable operations/production environment.
• Coordinate efforts of support teams (internal and/or vendor) to drive service restoration targets.
• Liaise with technology teams to develop corrective action or workarounds to resolve incidents

Leadership

• Provide oversight and leadership to technology operations team
• Delegate and prioritize work to ensure effective execution of team/function deliverables
• Ensure knowledge transfer and cross-training of team to effectively support the business
• Develop and maintain a high-performing team through effective hiring, vendor partner management, coaching and performance management
• Develop, manage and champion policies and standards.

Operational Requirements

• Provide insight into operational requirements / needs and funding conversations.
• Participate in the annual budget and project planning process.
• Review and approve vendor/supplier invoices, as applicable, to ensure services provided/business activity translates accurately to spend.
• Work with finance and business management teams to manage overall operational finance plan for voice & contact center technologies.
• Manage all business as usual changes work requests thru Service Catalog, critique volumes and trends on an ongoing basis. Respond to escalations and SLA misses
• Maintain Online knowledge cases for both users and technical support personal

Vendor & Service Level Management

• Primary day-to-day liaison with suppliers and vendors for assigned portfolio(s) of applications/services.

Required Qualifications

• Bachelor's degree in Computer Science or similar field; or equivalent work experience.
• 10 to 18 years of relevant experience required.
• Understanding of ITIL - Change, Incident, Problem, Knowledge Management
• Strong analytic skills including ability to identify patterns and potential issues
• Situation management and decision-making skills
• Exceptional written and verbal communication skills.
• Ability to multi-task and remain calm in critical situations
• Detail oriented

Preferred Qualifications

• Certifications preferred: ITIL Foundation Certification
• Previous experience in a Critical/Major Incident Management role
• Experience working with the following tools: MS Office, ServiceNow, Power BI, JIRA, Confluence
• Experience with event correlation and interpretation, utilizing various monitoring tools (Dynatrace, SumoLogic)
• Solid understanding of business functional areas, systems, and capabilities
• Solid understanding of basic infrastructure design and operation
• Experience supporting applications within the Financial Services industry (e.g. broker-dealer, asset management, insurance, etc.).

About Our Company

Ameriprise India LLP has been providing client based financial solutions to help clients plan and achieve their financial objectives for 125 years. We are a U.S. based financial planning company headquartered in Minneapolis with a global presence. The firm's focus areas include Asset Management and Advice, Retirement Planning and Insurance Protection. Be part of an inclusive, collaborative culture that rewards you for your contributions and work with other talented individuals who share your passion for doing great work. You'll also have plenty of opportunities to make your mark at the office and a difference in your community. So if you're talented, driven and want to work for a strong ethical company that cares, take the next step and create a career at Ameriprise India LLP.

Ameriprise India LLP is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, genetic information, age, sexual orientation, gender identity, disability, veteran status, marital status, family status or any other basis prohibited by law.

Full-Time/Part-Time

Full time

Timings

(2:00p-10:30p)

India Business Unit

AWMPO AWMP&S President's Office

Job Family Group

Technology