Service Management Lead
Ameriprise FinancialMatch Score
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Job Description
Structured overview of role & requirementsAbout This Role
Lead the incident management team focusing on critical/major incident resolution and reducing Mean Time to Restore Service (MTRS).
Own operational leadership for technology operations including application and service availability and performance, production support, incident escalation, and proactive testing.
Manage vendor relationships, budgets, and operational finance planning while ensuring compliance with incident management protocols and reporting.
Minimum Requirements
Bachelor's degree in Computer Science or equivalent work experience.
7-10 years of relevant experience, including experience in financial services application support and command center operations.
Understanding of ITIL framework including Change, Incident, Problem, Knowledge Management.
Hands-on experience with monitoring tools such as Dynatrace and SumoLogic.
Ideal Candidate Profile
Experienced in managing large-scale incident response teams with proven ability to reduce MTRS.
Strong technical acumen with operational leadership in production environments, particularly in financial services technology.
Skilled in vendor management, cross-team collaboration, and operational finance in a technology context.