Principal Lead - IT Service Management

Principal Lead – Service Management

About Our Company

Ameriprise India LLP has been providing client based financial solutions to help clients plan and achieve their financial objectives for 20 years. We are part of Ameriprise Financial Inc., a US financial planning company headquartered in Minneapolis with a global presence and diversified financial services leader with more than $1.5 trillion in assets under management, administration and advisement as of year-end 2024. 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.

Job 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, PowerBI , 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.

In-Office Collaboration

We are a client-centric, relationship-based business. Working together, in-person, is foundational to how we achieve results. By fostering a culture of face-to-face collaboration, idea sharing, productivity and personal connection, we deliver for our stakeholders — clients, advisors, employees and shareholders. Our employees work in the office at least three (3) days per week, with flexibility to work from home two (2) days per week. Some roles may require additional in-office time or different in-office expectations, and specific requirements will be discussed during the hiring process.

Full-Time/Part-Time

Full time

Timings

(2:00p-10:30p)

India Business Unit

AWMPO AWMP&S President's Office

Job Family Group

Technology

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, military status, veteran status, marital status, pregnancy, family status or any other basis prohibited by law.

We are committed to fostering an inclusive and accessible recruitment process for individuals with disabilities. If you require a reasonable accommodation to participate in the application or interview process, speak to your recruiter to discuss how we can support you.

Experience Level

Senior Level