Service Management Analyst

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.

Roles and Responsibilities of MIC position:

Description:

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.

Roles & Responsibilities:

• 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 well.

Skillset and Qualifications:

• Bachelor’s 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.

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(2:00p-10:30p)AWMPO AWMP&S President's OfficeTechnology