Service Management Lead

About the role

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.

What you'll do

• 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
• Communicate to affected business areas as well as executives
• Produce documents that outline incident protocols such as how to handle cybersecurity threats

What you need

• 7–10 yrs of experience
• ITIL
• Escalation handling
• Performance management
• Communication
• B.Sc or B.Tech or B.E. or BCA

Good to have

• MS Office
• Power BI
• JIRA
• ServiceNow
• Confluence