Technical Specialist-Service Management_567

Overall Objectives of Job:

• Primary point of contact for IT service levels and issues for customer, Global IT CSM & business DPE.
• Support overall customer relationship and customer satisfaction
• Responsible for Security and audit compliance, reviews & actions
• Communicate service interruption, root cause analysis, action plans, capacity/performance trend analysis and issues to agreed IBM/business contacts (as agreed with DPE/PE)
• Ensure Service Requests are action in line with contract commitments
• Reporting in IT Governance Status Meetings / Reports with PMO (Summary of Problem, Incident/RCA, Change, Service Request, Service Level Metrics, IT Security Management / Audit Readiness, Contract Mgmt., Financial Mgmt., IT Operational Trending Analysis, etc.) ensuring IT Service Delivery is meeting business requirements
• Creating / Updating Account IT Service Delivery Management Wiki (including all diagrams and process documentation obtained from Transition)
• Responds to client IT requirements as specified in the contract or Statement of Work (SOW).
• From Account perspective, manages matrix of resources and coordinates with client and 3rd Party IT resources to deliver IT services and solutions to support the client organization.
• Owns quality of IT service provided by the IT delivery organization and responsible for tracking and reporting on service level performance.
• Internal and External Vendor management

• • Monitor and ensure SLAs are met, issues escalated and prioritized.
  • Monitor and feedback on the effectiveness of services provided by both internal and external vendor meeting business needs.
  • Establish Service Improvement and Analytics

• Manage IT Services delivery compliant with Group standard and local regulatory requirements.
• Engage with Delivery team and stakeholders to establish service continuity management and disaster recovery plan management
• Service Management team reporting
• Good Understanding of Infra & change/release management process

Qualification & Experience

• University degree in Computer Science, Management Information Systems or related
• Recommended to have 10+ years of relevant experience in IT operations from which around 3 - 5 years’ experience should be as Service Manager
• Experience in ServiceNow preferred, additional experience in Service Now CMDB is desirable
• Technical knowledge of on-premises (data centers, virtualization, hyper-converge, security) and cloud ecosystems
• Exposure to
  • Working in multi-national teams and across countries and cultures to achieve solutions
  • Setting up OR managing global service delivery in a multinational organization
  • Knowledge of escalation procedures, incident management, and other disciplines related to service delivery
  • Working with teams with internal/external suppliers in a multi-suppliers setup.
• PMP /PRINCE2, ITIL Certification
• A track record of Independent worker but a team-player; self-starter; business-minded; pragmatic; result-oriented with a 'can-do' attitude
• Ability to deliver high-quality results; and takes ownership of initiatives.
• Engaging personality who is able to build and maintain good working relationships and strong professional presence

Skills/Specific Tasks/Activities performed

Technical

• Technical knowledge of on-premises (data centers, virtualization, hyper-converge, security),
• Experience in ServiceNow and Service Now Configuration management
• Microsoft Office knowledge (Word, Excel, Project, Powerpoint,…)
• Cloud Fundamentals ( Azure/AWS) Should know Cloud fundamentals
• Minimum 2 year experience in information technology or technical support : must to have 2 years of exp in IT as support Executive with hands on trouble shooting skills on Servers, Network, Azure, Active Directory (Basic)
• Extensive familiarity with Windows operating systems : must to have troubleshooting skills on desktop/laptop OS like Telnet, Tracert, GPO, Certificate management, web browser troubleshooting Outlook Troubleshooting etc.
• Working knowledge of security software options and functionality preferred: must to have exp in security application like Prisma, Splunk, Intune
• Exp in configuring  authentication and authorisation mechanism for application: Must to have exp in SSO, Entra ID setup knowledge of SAML, Cert based authentication, IDP, App registration
• CompTIA A+ certification a plus : Certification prefered, must to have knowledge of network, firewall, Subnetting, Vnet peering
• Microsoft Cloud Certification
• Knowledge of Windows Server OS : One should have knowledge of Server OS 2016, 2019, Linux 
• Experience working with Vulnerability management 
• Basic knowledge of Programming skills : like Java, Sql, Angular
• Understanding of BCP and DR
• Backup strategy and configuration
• Advance troubleshooting skills with AI Knowledge.

Functional / Domain

• Incident Management
  • Maintain and uphold incident management policies and procedures in accordance with ITIL processes.
  • Ensures effective communication and coordination of problem-solving efforts between support teams, account teams and customers.
  • Generate weekly reports on all open incident tickets and show non-compliant tickets and action items for escalation to management.
  • Collaborate with key stakeholders and program teams in compiling, analyzing and interpreting data.
• Change Management:
  • Process and coordinate change across all environments - Plan, schedule, co-ordinate and manage end-to-end movement of all changes through the development lifecycle to the live environment.
  • Act as a main point of contact for change communication ensuring that all stakeholders are aware of the high level and product-specific planning, scheduling coordination and communication of changes.
  • Identify potential risks and conflicts prior to a deployment and ensure that all necessary checks are carried out before approval is given to the deployment teams.
  • Ensuring that key stakeholders are kept informed through the service and change lifecycle and that expectations are managed
  •  Reporting to operations leadership on change trends and events within the organization that will impact the business operations.
• Problem Management:
• • Maintains inventory of problems under analysis and their current progress and status.
  • Ensures production-raised Problem Records are communicated to Clients/Client Teams as appropriate.
  • Attends/Runs review meetings to drive completion and provide status on problem resolution.
  • Produces Problem Management reports.
  • Reviews trend analysis to conduct Proactive Problem Management and eliminate reoccurring issues

Administrative / Compliance

• • Excellent communication and presentation skills, specifically dealing with staff at all levels and other parts of the organization, and with external contacts.
  • Proven training ability, demonstrating skills in material creation, user support and guidance.
  • The ability to influence decisions across all senior levels of management.
  • Excellent documentation skills with experience of creating support documentation for users and operations teams.
  • Ability to work independently and take responsibility.
  • Proven ability to show resiliency and be able to priorities key activities within the business while managing stakeholder expectations.
  • Excellent approach to planning work, managing priorities and using own initiatives to overcome issues.
  • Ability to cope in a technically complex and fast-changing environment.
  • Must be a team player and able to work collaboratively with and through others.

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.