ITSM Manager

As the Service and Incident Management Manager at Ameriprise, your primary responsibility will be to lead the Incident Management Team with a focus on Critical/Major incident management. You will collaborate with various teams across business and technologies to manage incidents and run bridges, aiming to reduce the 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 during and after the event, including capturing the full incident timeline. - Collaborate with multiple teams to ensure processes comply with guidelines. - Produce documents outlining incident protocols, including cybersecurity threat handling. **Production Support:** - Prioritize incidents based on urgency and impact, escalating as necessary. - Engage team, partners, and stakeholders for collaboration and transparency. - Maintain professionalism while leading incident investigations. - Apply technical acumen to ask relevant questions and set actions based on information. - Establish goals, reporting needs, and key performance indicators for operational success. - Ensure operational readiness through effective technology handoff into production. **Leadership:** - Provide oversight and leadership to the technology operations team. - Delegate and prioritize work for effective execution. - Foster a high-performing team through hiring, coaching, and performance management. - Develop and champion policies and standards. **Operational Requirements:** - Provide insight into operational needs and funding conversations. - Participate in budget planning and project processes. - Manage operational finance plans for voice & contact center technologies. **Vendor & Service Level Management:** - Act as the primary liaison with suppliers and vendors for assigned applications/services. **Qualifications Required:** - Bachelor's degree in Computer Science or similar field, or equivalent work experience. - 10 to 18 years of relevant experience. - Understanding of ITIL principles. - Strong analytical and decision-making skills. - Exceptional written and verbal communication skills. - Ability to multitask and remain calm in critical situations. - Detail-oriented. **Preferred Qualifications:** - ITIL Foundation Certification preferred. - Previous experience in Critical/Major Incident Management. - Experience with tools such as MS Office, ServiceNow, Power BI, JIRA, Confluence. - Understanding of infrastructure design and operation. - Experience in supporting applications within the Financial Services industry. At Ameriprise India LLP, we have been providing financial solutions for 125 years, helping clients plan and achieve their financial objectives. Join our collaborative culture that rewards contributions and offers opportunities for growth. Work with talented individuals who share your passion for excellence and making a difference. If you are talented, driven, and seeking to work for an ethical company that values its employees, consider a career at Ameriprise India LLP.,