Service Management Lead

About Our Company Ameriprise India LLP has been providing client based financial solutions to help clients plan and achieve their financial objectives for 20 years. We are part of Ameriprise Financial Inc., a US financial planning company headquartered in Minneapolis with a global presence and diversified financial services leader with more than $1.5 trillion in assets under management, administration and advisement as of year-end 2024. The firm’s focus areas include Asset Management and Advice, Retirement Planning and Insurance Protection. Be part of an inclusive, collaborative culture that rewards you for your contributions, and work with other talented individuals who share your passion for doing great work. You’ll also have plenty of opportunities to make your mark at the office and a difference in your community. So, if you're talented, driven and want to work for a strong, ethical company that cares, take the next step and create a career at Ameriprise India LLP. Job Description The Service and Incident Management Manager will lead the Ameriprise Incident Management Team with Critical/Major incident management being the primary responsibility. This resource will be working with multiple teams across business and technologies to manage incidents and run bridges with the primary objective of reducing MTRS of incidents. Provide operational leadership and direction to technology operations team(s) including employees, contract personal and strategic vendor partners. Accountable for the availability and performance of applications and services and the seamless business consumption of them. Own production support, front-line management of incidents, small enhancements, and proactive/preventative testing and analysis (to include solution ideation, recommendation and implementation). Serve as escalation point and operational expert for issues, needs and operational requirements. Key Responsibilities - Act with decisive confidence and exercise influence over a wide range of individuals at all levels of business and technical leadership - 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 Production Support   - 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 - Apply technical acumen to ask the right questions, collect the responses, set actions based on…