Sr Associate, ITSM Service Delivery, Governance

Northern Trust; India; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Northern Trust in India is seeking a Service Availability Manager to define and deploy ITIL-aligned availability practices across the IT organisation. You will oversee Incident, Problem, Change processes and drive KPI dashboards to meet client SLAs.

You will manage Service Level commitments, coordinate with stakeholders, and continuously improve availability of applications and infrastructure using tools like ServiceNow, CMDB, Power BI and SQL.

Qualifications

• ITIL accreditation and 6+ years in IT service delivery or related roles.
• Experience designing and auditing ITIL processes across Incident, Problem, Change and Major Incident.
• Ability to define Availability requirements from business needs and translate into IT services.

Responsibilities

• Define and deploy the Service Level & Availability Management practice across the IT organisation.
• Ensure ITSM processes deliver required availability and meet client SLAs.
• Provide KPIs and dashboards to monitor availability, reliability and maintainability.
• Optimise availability of applications and infrastructure to deliver cost-effective improvements.
• Reduce major incidents and ensure corrective actions are progressed.
• Maintain Availability Plan with stakeholders to meet current and future requirements.

Skills

ITIL knowledge

Autonomous working

Stakeholder management

Strategic thinking

Team collaboration

Education

ITIL accreditation or Computer Science or related discipline

Tools

ServiceNow

CMDB

Excel (Pivot Tables)

Power BI

SQL

Confluence/SharePoint

Job description

About Northern Trust

As a global leader in innovative wealth management, asset servicing, asset management and banking services, Northern Trust (Nasdaq: NTRS) is proud to guide the worlds most successful individuals, families, corporations and institutions.

Since 1889, we have aligned our efforts with our three guiding Principles That Endure: Service, Expertise, and Integrity. Together, they reflect the three cornerstones of business conduct which we strive to instill in our employees, whom we call partners, and to provide to our clients and the communities we serve worldwide.

With more than 135 years of financial experience and over 24,000 partners, we serve the worlds most sophisticated clients using leading technology and exceptional service.

Summary

Maintain the practices outlined in the Service Availability Framework, process, procedures and adjoining artefacts, controls and KPIs to ensure that delivery of services are properly assessed, monitored, and managed against key Technology targets and Business/Client SLA to meet committed deliverables. Manage the Service Availability In-Sight Portal controls, engaging stakeholders as necessary that are reflected accurately in the various slicers built. Maintain all Service Availability artefacts for sustained quality and socialisation.

Main Duties

• To help define and deploy the Service Level & Availability Management practice within the organisation and be accountable for execution and compliance of the practices defined across the IT organisation
• To ensure ITSM (Incident, Problem, Change) are designed to deliver the required levels of Availability required by the business and to meet Client SLAs
• To provide a range of IT Availability controls, KPIs, and reporting to ensure that agreed levels of Availability, reliability and maintainability are measured and monitored on an ongoing basis
• To optimise the Availability of the IT Application & Infrastructure to deliver cost effective improvements that deliver tangible benefits to the business and User
• To achieve over a period a reduction in the frequency and duration of SINCs (Major Incidents) that Impact on IT Availability and Client Service Levels
• To ensure shortfalls in IT Availability are recognised and appropriate corrective actions are identified and progressed
• To create and maintain a forward looking Availability Plan with stakeholders aimed at improving the overall Availability of IT Applications and Infrastructure components to ensure that existing and future Business Availability requirements can be met.

Knowledge/ Technical Skills

• Mapping an end to end view (application dependencies and underlying infrastructure) to ensure the overall SLA/Availability targets can be met for recovering the service to expected RTOs
• To be responsible for ensuring the Service Level and Availability Management process, its associated techniques and methods are regularly reviewed and audited, and that all of these are subjected to continuous improvement and remain fit for purpose
• To be responsible for determining the Availability requirements from the business for new or enhanced IT Services
• Creation of Availability and recovery design criteria to be applied to new or enhanced Infrastructure design
• Ensure data defined and accessible in the Service Availability In-Sight Portal targets of Availability reflected accurately for IT Applications and Infrastructure with its components that underpin a new or enhanced IT Service as the basis for any Service Level agreements
• To be responsible for the establishment of key matrices and reporting that reflect business
• To be responsible for the monitoring of actual IT Availability achieved vs targets and to ensure shortfalls are addressed
• To promote Availability Management awareness and understanding within the Technology and Business organisation
• To maintain an awareness of technology advancements and IT best practice and tooling to automate, e.g. ITIL.
• Experience of operating with a high level of autonomy, and proactiveness while still working as part of a team
• Experience in using Service Now/CMDB to levels of extracting data and providing Dashboards, Data manipulation to present Technical expertise in working with Excel (pivot tables)/Service now/ADO/PowerBI/PPT/MIRO/SQL Sequel scripting/Confluence/Sharepoint/Dashboard creating and reporting, additionally awareness in AI and automationMicrosoft Office applications and communication tools i.e. Teams, Sharepoint etc

Experience

Required

• ITIL accreditation or Computer Science or equivalent, or a related discipline. At least 6+ years of experience, as a Service Delivery specialist/member or an equivalent combination of education and work experience across the ITIL capabilities, Incident, Major Incident, Request, Problem, Release, Change, Capacity and Configuration.
• to have a good understanding of the ITIL disciplinesto have a tooling awareness and automation .