Senior Manager-Service Management
- Allianz Services
- 7 - 9 years
- Kolkata
- 3 months ago
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Job Description
- Incident Problem Management:
- Leads and manage critical incidents across both on-premise and cloud infrastructure.
- Establish business impact from incidents, providing clear communication on how incidents affect business operations.
- Ensure proper escalation and resolution in a timely manner while minimizing service downtime and user disruption.
- Collaborate with cross-functional technical teams during high-priority incidents, effectively leading technical discussions on incident bridges.
- Identify trends in incidents and problems, ensuring root cause analysis and proactive problem management to prevent recurrence.
- Manage the lifecycle of incidents from detection to closure, ensuring all required documentation is captured and communicated effectively.
- Change Configuration Management:
- Ensure compliance with Change Management processes during incidents, ensuring changes are planned, tracked, and executed with minimal risk.
- Work with IT and infrastructure teams to ensure the Configuration Management Database (CMDB) is up to date and accurate.
- Stakeholder Vendor Management:
- Effectively communicate with key stakeholders, including technology leads, business owners, and senior management during major incidents.
- Act as the escalation point for complex incidents, making appropriate decisions when there are no straightforward solutions or progress.
- Manage vendor relationships and escalations to ensure service level agreements (SLAs) are met.
- Situational Leadership Communication [Projects and Initiatives]:
- Lead technical teams and provide guidance on resolving incidents, ensuring collaborative efforts during escalations.
- Manage and lead small projects or initiatives that improve incident management processes and overall service reliability.
- Communicate complex technical details clearly and effectively to both technical and non-technical stakeholders.
- Provide regular status updates, post-incident reviews, and incident reports to senior management.
- Data Analysis Reporting:
- Analyze data from ServiceNow (SNOW) and other tools to identify incident trends and areas for improvement.
- Prepare reports, dashboards, and presentations for management that highlight key incident metrics, trends, and opportunities to reduce incidents.
- Leverage Microsoft Excel to analyze incident data, identifying patterns, correlations, and actionable insights.
- Process Improvement Innovation:
- Continuously assess and recommend improvements to incident management processes and tools.
- Identify opportunities for automation or process optimization to reduce incident volumes and improve efficiency.
- Drive initiatives aimed at reducing incident impact and improving service delivery.
Qualification Experience
- Proven experience (7+ years) in IT Service Management and has to have a good knowledge of Data Center Operations and situations.
- Strong knowledge and practical experience with ITIL practices, particularly in Incident, Problem, Change, and Configuration Management. Good understanding of Devops framework.
- Experience managing both on-premise and cloud infrastructure (AWS, Azure).
- Ability to lead technical conversations (solo) on incident bridges, good with collaboration, and drive cross-functional teams towards resolution.
- Excellent written and verbal communication skills, with the ability to tailor communication to both technical and non-technical audiences.
- Strong experience with MS Excel, including data analysis, reporting, and trend identification.
- Experience creating and delivering PowerPoint presentations to the management team.
- Ability to manage multiple priorities, handle escalations, and make decisions in high-pressure situations.
- Strong problem-solving skills and the ability to navigate complex and ambiguous scenarios.
- Vendor management Project management experience with the ability to lead small projects and initiatives.
- Agile mindset and result oriented attitude.
- Good knowledge of the customer, market and competitors.
- Living the four Allianz People Attributes: Customer Market Excellence, Collaborative Leadership, Entrepreneurship and Trust
Job Classification
Industry: Education / TrainingFunctional Area / Department: Engineering - Software & QARole Category: Software DevelopmentRole: Technical LeadEmployement Type: Full timeContact Details:
Company: Allianz ServicesLocation(s): Kolkata+ View Contact
Keyskills: Data analysis Change management Automation Excel Project management Process improvement Configuration management Problem management Incident management Business operations
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