Lead-Service Management

Roles/Responsibilities

1. Drive Global Infrastructure technical response to major incidents, establishing command and control through the entire incident lifecycle
2. Strong leadership presence on Major Incidents, driving accountability across all levels of Technical resolvers and Technical Leadership
3. Drive collaboration of multiple technology skill sets via technical bridges and use of WAR rooms
4. Authoritatively and confidently guide Major Priority One (P1) incidents to resolution; to make decisions on under pressing circumstances, that may have production impacting implications
5. Provide updates in line with the agreed communications processes
6. Build and Develop relationships from both a customer and technical point of view, driving global interaction with stakeholders and partners
7. Must be able to multitask in a stressful environment
8. Support RCA’s being created when necessary and work with the Problem Management team to help drive the technical teams and ensure any actions are completed
9. Ensure all information for the (Major Incident Report)MIR is available and identify the key participants in the RCA kick off calls
10. Work with other teams to identify improvement opportunities and ensure end-to-end success of the Incident Management process
11. Manage the operational support and oversee remediation activities with designated extended managed service providers
12. Creates incident related performance analysis and reporting for review by IT management
13. Performs other work related duties as assigned
14. Working knowledge of relevant technologies (e.g., Windows and Unix platforms, voice and data networks, LAN/WAN, security infrastructure, etc.)
15. Helping to create business aligned support of the Incident Management process
16. Develops process and procedures that ensure Incident Management process is continuously improving.
17. Experience with the ITSM ticketing tools such as Remedy/Service Now/HPSM for incident/ticket logging, updates & resolution.

 

Your benefits:

·        We offer a hybrid work model which recognizes the value of striking a balance between in-person collaboration and remote working incl. up to 25 days per year working from abroad

·        We believe in rewarding performance and our compensation and benefits package includes a company bonus scheme, pension, employee shares program and multiple employee discounts (details vary by location)

·        From career development and digital learning programs to international career mobility, we offer lifelong learning for our employees worldwide and an environment where innovation, delivery and empowerment are fostered

·        Flexible working, health and wellbeing offers (including healthcare and parental leave benefits) support to balance family and career and help our people return from career breaks with experience that nothing else can teach

 

 

About Allianz Technology

Allianz Technology is the global IT service provider for Allianz and delivers IT solutions that drive the digitalization of the Group. With more than 13,000 employees located in 22 countries around the globe, Allianz Technology works together with other Allianz entities in pioneering the digitalization of the financial services industry.

We oversee the full digitalization spectrum – from one of the industry’s largest IT infrastructure projects that includes data centers, networking and security, to application platforms that span from workplace services to digital interaction. In short, we deliver full-scale, end-to-end IT solutions for Allianz in the digital age.

D&I statement

Allianz Technology is proud to be an equal opportunity employer encouraging diversity in the working environment. We are interested in your strengths and experience. We welcome all applications from all people regardless of gender identity and/or expression, sexual orientation, race or ethnicity, age, nationality, religion, disability, or philosophy of life.

Join us. Let´s care for tomorrow.

You. IT

Experience Level

Senior Level