Service Management Analyst - London, United Kingdom - eFinancialCareers

eFinancialCareers

Verified Company

London, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

About Columbia Threadneedle Investments
About Columbia Threadneedle Investments

You'll find the promise we make to our clients is the same one we make to our employees: Your success is our priority.

Here, you'll find growth and career opportunities across all our businesses. We're intentionally built to help you succeed. Our reach is expansive with a global team of 2,000 people working together. Our expertise is diverse with more than 450 investment professionalssharing global perspectives across all major asset classes and markets.

Our clients have access to a broad array of investment strategies and we have the capability to create bespoke solutions matched to clients' specific requirements.

We appreciate that work-life balance is an important factor for many when considering their next move so please discuss any flexible working requirements directly with your recruiter.

Job Purpose Statement

The Service Management Analyst will be part of 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 incidentsand run bridges with the primary objective of reducing MTRS of incidents.

Role Responsibilities

How you'll spend your time
:

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
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

Key Capabilities

To be successful in this role you will have
:

Bachelor's degree in Computer Science or similar field; or equivalent work experience.
35 years of relevant experience required.

Understanding of ITIL

Change, Incident, Problem, Knowledge Management
Strong analytic skills including ability to identify patterns and potential issues
Situation management and decisionmaking skills
Exceptional written and verbal communication skills.
Ability to multitask and remain calm in critical situations
Detail oriented

Desired Capabilities

If you also had this, it would be great
:

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 tools (Dynatrace, SumoLogic)
Solid understanding of business functional areas, systems, and capabilities
Solid understanding of basic infrastructure design and operation