The Service and Incident Management Sr. Analyst will be part of the Global Technology Service Center 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.
Provide operational support 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 Operations support, front-line management of incidents, enhancements, and proactive/preventative testing and analysis (to include solution ideation, recommendation and implementation. Serve as escalation point for Global Technology operational issues.
Key Responsibilities
ATAC (Ameriprise Technology Availability Center) team monitors Ameriprise Applications and Infrastructure via multiple tools 24*7.
Running Bridge calls to quickly circumvent major/critical incidents to increase availability of Ameriprise Technology.
The team runs Incident bridges for all critical changes and Ad-hoc requests for critical project related activities.
The Team also sends Leadership communications/ updates for all Major and Critical issues within the system in timely manner.
The ATAC team operates 24*7 including weekends to support Operations.
The Team is also expanding in terms of ITSM and SRE capabilities.
They support ATAC shift activities, Monitoring, SRE functionalities including RFB, Driving ATAC bridges and Communications.
The candidate should be open to work in 24*7, including weekends as well.
Knowledge of Application architecture and Infrastructure layers like Server, Middleware Operations is required.
Knowledge of Problem management and Change management is required.
Experience in Command Center Operations and Monitoring tools like Dynatrace and SumoLogic is required.
Good Verbal and Written communication is mandatory.
Good team player and having experience in working with Global team.
- 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
- Act with decisive confidence and exercise influence over a wide range of individuals at all levels of business and technical leadership
- 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
- 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
- Communicate to affected business areas as well as executives
- Produce documents that outline incident protocols such as how to handle cybersecurity threats
Required Qualifications
Bachelor's degree in Computer Science or similar field; or equivalent work experience
- 4-7 years of relevant experience required.
- Understanding of ITIL - Change, Incident, Problem, Knowledge Management
- Experience working with a Server/NOC/Application support and troubleshooting
- 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 and troubleshooting tools (Dynatrace, SumoLogic)
- Solid understanding of business functional areas, systems, and capabilities
- Solid understanding of basic infrastructure design, operation and technical troubleshooting
- 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
