Sr Associate, ITSM Service Delivery, Governance

Northern Trust; Maharashtra; On-site; INR 1,500,000 - 2,200,000; Full time

Job summary

Northern Trust Pune is seeking a Service Level & Availability Management Senior Associate to define, deploy and govern ITIL-based practices across Incident, Problem, Change and Capacity management, ensuring delivery against business SLAs. You will work with IT and business stakeholders to monitor availability, report on KPIs, and drive continuous improvement initiatives.

You will bring 6+ years of experience in ITIL disciplines, strong data analysis, ServiceNow and Power BI skills, and the

Qualifications

• ITIL accreditation or degree in a related discipline.
• 6+ years of experience in ITIL capabilities (Incident, Major Incident, Request, Problem, Release, Change, Capacity and Configuration).
• Experience operating autonomously within a team with proactive approach.
• Proven ability to define process workflows and drive continuous improvement.

Responsibilities

• Define and deploy the Service Level & Availability Management practice within the organisation and be accountable for execution and compliance across IT.
• Ensure ITSM processes deliver required levels of Availability and meet Client SLAs.
• Provide a range of Availability controls, KPIs, and reporting to measure and monitor Availability, reliability and maintainability.
• Optimise IT Application & Infrastructure Availability to deliver cost-effective improvements.
• Reduce frequency and duration of Major Incidents impacting Availability and Client SLAs.
• Identify shortfalls in Availability and drive corrective actions.
• Create and maintain a forward-looking Availability Plan with stakeholders.

Skills

ITIL knowledge

ServiceNow

Power BI

SQL scripting

Excel pivot

Communication

Education

ITIL accreditation

Computer Science or related degree

Tools

ServiceNow

Confluence

SharePoint

PowerBI

SQL

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 world's 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 world’s 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

The objectives of the Service Level & Availability Management Sr Associate are:

• 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 automation
• Microsoft Office applications and communication tools i.e. Teams, Sharepoint etc

Experience

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.

Required

• to have a good understanding of the ITIL disciplines
• to have a tooling awareness and automation driven to maximise efficiency
• to have practical experience of defining process workflows
• to have practical experience of continuous improvement methods and techniques
• to have good understanding of statistical and analytical principles and processes
• to possess good interpersonal skills for written, oral and face to face communications
• to possess skills in influencing and negotiation methods and techniques
• to have a analytical mindset, build and report on key metrices to baseline and seek improvements where necessary
• to have the ability to understand how the IT technology supports the business

Working with Us

As a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to an inclusive workplace and assisting the communities we serve.

Philanthropy is deeply rooted in Northern Trust’s history and is an essential element of our culture. Employees around the world give their time and talent to work for the greater good of their communities.

Reasonable Accommodation

Northern Trust is committed to working with and providing adjustments to individuals with health conditions and disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at [e-mail], or alternatively you can discuss your individual requirements with the recruiter you are working with.

About Our Pune Office

The Northern Trust Pune office, established in 2016, is now home to over 3,000 employees. The office handles various functions, including Operations for Asset Servicing and Wealth Management, as well as delivering critical technology solutions that support business operations across the globe. Our Pune team takes our commitment to service to heart. In 2024, they volunteered more than 10,000+ hours into the communities where they live and work. Learn more.