ITSM Manager

As the Service and Incident Management Manager at Ameriprise, your primary responsibility will be leading the Incident Management Team, focusing on Critical/Major incident management. You will collaborate with various teams across business and technologies to manage incidents and run bridges with the aim of reducing MTRS of incidents. **Key Responsibilities:** - Act with decisive confidence and influence individuals at all levels of business and technical leadership. - Ensure thorough documentation of incidents, including gathering and recording the full incident timeline of events. - Collaborate with multiple teams to ensure processes align with guidelines. - Produce documents outlining incident protocols, such as handling cybersecurity threats. **Production Support:** - Prioritize incidents based on urgency and impact to the business, escalating as necessary. - Engage team, partners, and stakeholders for collaboration and transparency. - Maintain professionalism and assertiveness during incident investigations. - Apply technical acumen to ask the right questions, collect responses, and set actions accordingly. - Establish goals, reporting needs, key performance indicators, and dashboards for measuring operational success. - Drive technology investments for business efficiencies and address performance issues. - Act as an escalation point for vendors or users on product capabilities and enhancement requests. - Monitor performance audits, ensure optimal utilization, and oversee operational maintenance tasks. **Leadership:** - Provide oversight and leadership to the technology operations team. - Delegate and prioritize work for effective execution. - Ensure knowledge transfer and cross-training within the team. - Develop a high-performing team through effective management and coaching. **Operational Requirements:** - Provide insight into operational requirements and funding conversations. - Participate in budget and project planning processes. - Manage operational finance plan for voice and contact center technologies. - Respond to escalations and SLA misses. **Vendor & Service Level Management:** - Act as the primary liaison with suppliers and vendors for assigned applications/services. **Required Qualifications:** - Bachelor's degree in Computer Science or similar field; or equivalent work experience. - 10 to 18 years of relevant experience. - Understanding of ITIL - Change, Incident, Problem, Knowledge Management. - Strong analytic skills, situation management, and decision-making abilities. - Exceptional written and verbal communication skills. - Ability to multi-task and remain calm in critical situations. - Detail-oriented. **Preferred Qualifications:** - ITIL Foundation Certification preferred. - Previous experience in a Critical/Major Incident Management role. - Experience with tools such as MS Office, ServiceNow, Power BI, JIRA, Confluence. - Familiarity with event correlation, monitoring tools, and infrastructure design. - Experience in supporting applications within the Financial Services industry. As part of Ameriprise India LLP, you will be contributing to providing client-based financial solutions for over 125 years. With a focus on Asset Management, Retirement Planning, and Insurance Protection, you will work in an inclusive and collaborative environment that rewards contributions and encourages making a difference both at work and in the community. **Full-Time/Part-Time:** Full time **Timings:** 2:00 PM - 10:30 PM **India Business Unit:** AWMPO AWMP&S President's Office **Job Family Group:** Technology,