Senior Service Management Analyst

 

Key Responsibilities

ATAC (Ameriprise Technology Availability Center) team monitors Ameriprise Applications and Infrastructure via multiple tools 24*7.
Running Bridge calls to quickly circumvent major/critical incidents to increase availability of Ameriprise Technology.
The team runs Incident bridges for all critical changes and Ad-hoc requests for critical project related activities.
The Team also sends Leadership communications/ updates for all Major and Critical issues within the system in timely manner.
The ATAC team operates 24*7 including weekends to support Operations.
The Team is also expanding in terms of ITSM and SRE capabilities.
They support ATAC shift activities, Monitoring, SRE functionalities including RFB, Driving ATAC bridges and Communications.
The candidate should be open to work in 24*7, including weekends as well.
Knowledge of Application architecture and Infrastructure layers like Server, Middleware Operations is required.
Knowledge of Problem management and Change management is required.
Experience in Command Center Operations and Monitoring tools like Dynatrace and SumoLogic is required.
Good Verbal and Written communication is mandatory.
Good team player and having experience in working with Global team.
Prioritize incidents according to their urgency and impact to the business and escalate (technical and/or hierarchical) as needed
Engage team, partners and stakeholders appropriately to ensure full collaboration, multiple viewpoints and full transparency
Maintain a professional demeanor and attitude while being assertive when leading an incident investigation
Act with decisive confidence and exercise influence over a wide range of individuals at all levels of business and technical leadership
Apply technical acumen to ask the right questions, collect the responses, set actions based on information, and to follow-up with probing questions if the response does not fit the situation
Ensure incidents are fully documented both during and after the incident, including gathering and recording the full incident timeline of events
Collaborate with multiple teams across business and technology to ensure processes are in compliance with guidelines
Communicate to affected business areas as well as executives
Produce documents that outline incident protocols such as how to handle cybersecurity threats

Required Qualifications
Bachelors degree in Computer Science or similar field; or equivalent work experience
4-7 years of relevant experience required.
Understanding of ITIL - Change, Incident, Problem, Knowledge Management
Experience working with a Server/NOC/Application support and troubleshooting
Strong analytic skills including ability to identify patterns and potential issues
Situation management and decision-making skills
Exceptional written and verbal communication skills.
Ability to multi-task and remain calm in critical situations
Detail oriented

Preferred Qualifications
Certifications preferred: ITIL Foundation Certification
Previous experience in a Critical/Major Incident Management role
Experience working with the following tools: MS Office, ServiceNow, Power BI, JIRA, Confluence
Experience with event correlation and interpretation, utilizing various monitoring and troubleshooting tools (Dynatrace, SumoLogic)
Solid understanding of business functional areas, systems, and capabilities
Solid understanding of basic infrastructure design, operation and technical troubleshooting
Experience supporting applications within the Financial Services industry (e.g. broker-dealer, asset management, insurance, etc.).

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