Senior Service Management Analyst

Role Overview: Major Incident management is a crucial aspect of IT service management (ITSM) that focuses on swiftly restoring normal service operation following an incident to minimize business impact. An incident is any unplanned interruption or reduction in service quality, ranging from infrastructure outages to software bugs affecting user experience. Incident management involves identifying, analyzing, and resolving incidents, including stakeholder communication, incident documentation, and implementing preventive measures for future incidents. The primary objective is to ensure efficient service delivery and high customer satisfaction levels. Key Responsibilities: - Monitor Ameriprise Applications and Infrastructure using tools like Dynatrace, Sumologic, and ServiceNow 24*7 as a Major Incident Commander (MIC). - Conduct Major Incident Bridge calls to expedite resolution of major/critical incidents and enhance Ameriprise Technology availability. - Coordinate ad-hoc Bridges for critical changes and requests related to project activities. - Prepare and distribute leadership communications/updates promptly for all Major and Critical issues within the system. - Support Business-As-Usual (BAU) shift activities, Monitoring, Site Reliability Engineering (SRE) functionalities for monitoring, Support bridges, and Communications. - Possess basic knowledge of Problem management and Change management. - Demonstrate excellent verbal and written communication skills. - Collaborate effectively with global teams as a good team player. - Be available to work in a 24*7 environment, including weekends. Qualifications: - Bachelor's degree (or equivalent) in computer science or a related discipline. - AWS Cloud Practitioner and ITIL Certification is advantageous. - Technical proficiency in Database, SQL queries, Power BI, and basic OS understanding is necessary. - Familiarity with Application architecture and Infrastructure layers (Server, Network, Middleware, Cloud) is beneficial. - Knowledge of ITSM domains like Problem and Change Management and SRE capabilities is a plus. About Ameriprise India LLP: Ameriprise India LLP has been offering client-focused financial solutions for 125 years, aiding clients in planning and achieving their financial goals. As a U.S.-based financial planning company with a global presence, our focus areas include Asset Management and Advice, Retirement Planning, and Insurance Protection. Join our inclusive, collaborative culture that recognizes and rewards contributions, working alongside talented individuals who share a passion for excellence. Embrace opportunities to contribute both at work and in the community, making a difference with a company that values ethics and care. If you're skilled, motivated, and seeking to join a reputable company, consider building your career at Ameriprise India LLP.,