Lead – System Configuration Engineer

We are M&G Global Services Private Limited (formerly known as 10FA India Private Limited, and prior to that Prudential Global Services Private Limited). We are a fully owned subsidiary of the M&G plc group of companies, operating as a Global Capability Centre providing a range of value adding services to the Group since 2003. At M&G our purpose is
to give everyone real confidence to put their money to work.
As an international savings and investments business with roots stretching back more than 170 years, we offer a range of financial products and services through Asset Management, Life and Wealth. All three operating segments work together to deliver attractive financial outcomes for our clients, and superior shareholder returns.

M&G Global Services has rapidly transformed itself into a powerhouse of capability that is playing an important role in M&G plc's ambition to be the best loved and most successful savings and investments company in the world.

Our diversified service offerings extending from Digital Services (Digital Engineering, AI, Advanced Analytics, RPA, and BI & Insights), Business Transformation, Management Consulting & Strategy, Finance, Actuarial, Quants, Research, Information Technology, Customer Service, Risk & Compliance and Audit provide our people with exciting career growth opportunities. Through our behaviours of
telling it like it is, owning it now, and moving it forward together
with
care and integrity;
we are creating an exceptional place to work for exceptional talent.

Accountabilities/Responsibilities
The Role:
We are looking to expand our team through M&G Global Services to continue to provide the highest levels of service to our end users. The new Enterprise Tooling Team will work to high standards within our growing business by integrating our key platforms into ServiceNow via the ITOM module. This team will be new to M&G and means anyone joining will have the opportunity to shape the team for the future. We are in the process of implementing ITOM modules with a strategic partner. Joining the team at this exciting point will mean you will not only be able to learn the ins and outs of our estate and implementation but be able to input to the standard operating procedures and understand the process of on-boarding new platforms. You will be exposed to our cloud environment set up (Azure, GCP, OCI), platforms such as Ansible, OpenShift amongst other enterprise tooling which will be integrated into ITOM. The team mainly support our UK business with extended support for Asia Pacific regions. This means working flexible hours to meet our business needs.

Key Skills And Experience Required
We always support colleagues to develop their skills but to be successful in this role the following experience and skills be required by our engineers:

• Applicants must be fluent in both verbal and written English in order to communicate with our business users and stakeholders.
• Experience working with both technical and non-technical teams to take requirements and deliver solutions to meet these
• Experience owning projects / programs of work and making logical decisions for the best outcomes.
• Experience tuning and improving existing monitoring and alerting processes to reduce false positives and enhance accuracy.
• Experience of using, contributing and maintain a CMDB.
• Experience developing and maintaining dashboards and reports to provide visibility into system health and performance.
• Utilise event correlation platforms (e.g., ServiceNow ITOM) to streamline incident management and response.
• Proficiency in scripting languages (e.g., Python, PowerShell) for automation
• Experience with monitoring tools such as Nagios, Dynatrace, Datadog, App Dynamics, Azure Monitor etc.
• Experience in connecting infrastructure to monitoring platforms.
• An understanding of IT infrastructure, including servers, networks, and applications.
• Experience in ITIL methodology / configuration of IT Service Management, Incident Mgmt, Problem Mgmt., Change Mgmt. etc.
• Experience in leading Technical Reviews, End User Trainings and mentorship to junior team members

Preferred Skills:

• Expertise in setting up ServiceNow ITOM – Cloud Mgmt., Event Mgmt., integration with 3rd party monitoring tools
• Understanding of service maps and ability to utilise them to provide meaningful data to key stakeholders
• Demonstrate an awareness of Best Practices of ServiceNow implementation
• Experience developing / building
• An understanding of cloud platforms e.g. (Azure, OCI, GCP)
• Knowledge of log management and analysis tools like Splunk or ELK Stack.

You need to be this kind of person

• Passionate about providing unparalleled levels of service and automation to the cloud products that enable our business
• Able to work and learn quickly in a fast pace, fun and dynamic environment
• Care about doing a great job and exceeding expectations with the quality of what you do
• Curious to learn and develop your own technical skills
• Able to both collaborate and move as a team but also be self-motivated and deliver results independently when required.
• Able to take ownership of issues, tasks and solutions managing them from inception to conclusion. Whilst working within the audit and governance frameworks.
• Willing to grow, question and contribute to the team and wider area around you
• Ability to challenge and speak up in discussions with colleagues of all levels

Educational Qualification:

• Graduate/Masters in any discipline
• Min 6-8 years of domain experience
• Cloud certifications would be an added advantage

M&G Behaviours relevant to all roles:
Tell it like it is:
Respectfully speaking up to create better ways forward – both direct and empathetic

Own it now:
Putting your name on things with confidence to drive progress and results quickly

Move it forward together:
Forming cross functional teams to seize the right opportunities and solve real problems

• …………With CARE and INTEGRITY………………………………………………………...

We have a diverse workforce and an inclusive culture at M&G Global Services, regardless of gender, ethnicity, age, sexual orientation, nationality, disability or long term condition, we are looking to attract, promote and retain exceptional people. We also welcome those who take part in military service and those returning from career breaks.