Lead-Service Management_D-2242

Primarily responsible for the end-to-end management of all IT major incidents. Ensure to restore the impacted service as quickly as possible to minimize the business impact through leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls along with the Major Incident Management team.

Approx. 7+ years of experience in IT operations and Major Incident Management Processes ( Mandatory ITIL V3/V4 Foundation certification and preferably ITIL Intermediate  certifications)

Roles/Responsibilities

1. Drive Global Infrastructure technical response to major incidents, establishing command and control through the entire incident lifecycle
2. Drive collaboration of multiple technology skill sets via technical bridges and use of WAR rooms
3. Authoritatively and confidently guide Major or potential major  incidents to resolution; to make decisions on under pressing circumstances, that may have production impacting implications
4. Provide updates in line with the agreed communications processes
5. Build and Develop relationships from both a customer and technical point of view, driving global interaction with stakeholders and partners
6. Must be able to multitask in a stressful environment
7. Work with other teams to identify improvement opportunities and ensure end-to-end success of the Incident Management process
8. Manage the operational support and oversee remediation activities with designated extended managed service providers
9. Performs other work related duties as assigned
10. Working knowledge of relevant technologies (e.g., Windows and Unix platforms, voice and data networks, LAN/WAN, security infrastructure, etc.)
11. Helping to create business aligned support of the Incident Management process
12. Experience with the ITSM ticketing tools such as Remedy/Service Now/HPSM for incident/ticket logging, updates & resolution.
13. Basic knowledge or experience with AI tools will be beneficial.

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.  

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust. 

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations. 

Join us. Let's care for tomorrow. 

Note: Having different strengths, experiences, perspectives and approaches is an integral part of Allianz‘ company culture. One means to achieve this is a regular rotation of Allianz Executive employees across functions, Allianz entities and geographies. Therefore, the company expects from its employees a general openness and a high motivation to regularly change positions and collect experiences across Allianz Group.