Senior Associate | Major Incident Manager

The Senior Process Management Analyst performs installation, configuration, and maintenance of information technology (IT) systems software and hardware for multi-user server computers. Working independently under general supervision, this job maintains end user needs by ensuring the uptime; performance, resource availability, and security of the computers are within established operational guidelines. This job also uses their knowledge of computer languages and operations to find and fix problems in computer networks, such as network communications errors, storage problems, and malfunctioning server platforms.

Key Responsibilities and Duties
• Maintains the automation of routine tasks using scripting and writing basic computer programs to address more complex systems software configuration and enhancement.
• Implements domain solutions and executes changes in line with the implementation plan.
• Helps senior domain administrators with trouble shooting of day-to-day domain issues.
• Configures servers and associated routers to ensure their smooth and reliable operation.
• Creates documentation as it relates to domain configuration, routing, processes, and service records.
• Updates current documentation of all equipment under operational control.
Educational Requirements
• University (Degree) Preferred
Work Experience
• 2+ Years Required; 3+ Years Preferred
Physical Requirements
• Physical Requirements: Sedentary Work

Career Level
6IC

Position Summary: Describe below the primary purpose and function of this job

The Major Incident Manager/Service Availability Manager plays a vital role in maintaining critical infrastructure and system availability. The primary function of the role is to quickly identify and address issues that compromise the integrity of business critical/ business impacting systems.

Mandatory Skills
• Perform Incident Management/Triage. Independently Handle P1/ P2 / P3 incidents.
• Collaborate with various teams to support with root cause analysis
• Excellent communication and collaboration skills. Think win-win.
• Work closely with the ITSM and Production Support teams.
• Take required steps to remediate business impact.
• Provide support for critical batch processing activities – including major Unified processing streams for OMNI and Autosys.
• Good understanding of Application, Infrastructure and Data flow
• Basic Unix and Windows skill/understanding
• Basic Database, Middleware and batch job processing skill/understanding

Basic skills

•Provides 16X7 on call/ in office support to restore failed core infrastructure components, utilizing support tools and vendor support
• Coordinates troubleshooting and restoration of complex issues through the use of technical abilities and tools
•Provides technical guidance, oversight, and mentoring to team members as a subject matter expert
•Demonstrates high responsiveness for technology issues; resolves issues quickly and efficiently
•Drives problems to root cause through partnership with Application Development and engineers, ensuring knowledge is captured for future events
•Designs, plans and implements high-availability core infrastructure systems
•Develops Software configuration management standards and performs data de-identification and provisioning
•Provides disaster recovery support by testing, reviewing, and supporting disaster recovery plans on a routine basis
•Documents and tracks hardware and software configuration, migration, testing and deployment solutions

Required Education:

Technical

Preferred Education:

Technical

Required Experience:

5-10 years

Preferred Experience:

5-10 years

Skills and Abilities:
• ITIL V3/ITIL 4 foundation certified – Mandatory
• ITSM reporting skills
• Extensive experience in ServiceNow or similar ITSM tool
• Knowledge of current technological developments/trends in area of expertise.
• Ability to utilize computer operating systems utilities.
• Ability to analyze and solve problems.
• Knowledge of computer job control procedures, Database, Middleware and cloud technology.
• Ability to work weekends and/or various shift rotations as required.

Career Level
8IC

Related Skills

Accountability, Adaptability, Business Acumen, Cloud Platforms, IT Business Analysis, IT Disaster Recovery, IT Infrastructure, Network Infrastructure, Risk Mitigation

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Company Overview

TIAA GBS India was established in 2016 with a mission to tap into a vast pool of talent, reduce risk by insourcing key platforms and processes, as well as contribute to innovation with a focus on enhancing our technology stack. TIAA GBS India is focused on building a scalable and sustainable organization , with a focus on technology , operations and expanding into the shared services business space.

Working closely with our U.S. colleagues and other partners, our goal is to reduce risk, improve the efficiency of our technology and processes and develop innovative ideas to increase throughput and productivity.

We are an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, ****** orientation, gender identity, or any other protected status.

Accessibility Support

TIAA offers support for those who need assistance with our online application process to provide an equal employment opportunity to all job seekers, including individuals with disabilities.

If you are a U.S. applicant and desire a reasonable accommodation to complete a job application please use one of the below options to contact our accessibility support team:

Phone: (800) 842-2755

Email: accessibility.support@tiaa.org