Virtual Client Operations Lead

Allianz Technology of America

Allianz Technology is looking for employees to work remotely and if in person meetings are required employees would go to a central work location in Chicago, Minneapolis, Richmond or Mill Valley (California).~crlf~~crlf~The AVC operations lead will work within the shared platform team at ATA to support, improve, and enhance the end user experience through our virtual platforms.

Essential Duties and Principle Responsibilities ~crlf~• Provide Customer Support: Coordinates the resolution of urgent production issues, communicating the status, progress and resolution to the AVC NA customers~crlf~• Works closely with internal and external teams to drive incidents to resolution~crlf~• Communicates incident and problem status, resolution and business impact to internal and external stakeholders~crlf~• Ability to prioritize multiple high priority issues at any given time without sacrificing client SLA commitments~crlf~• Facilitates the completion of the Root cause analysis for all high severity, critically impactful incidents and problem tickets.~crlf~• Desire and ability to understand OE concerns and how they relate to firm-wide objectives~crlf~• Comfortable communicating/representing the operational status in various internal and external settings: conference calls, meetings and OE engagements.~crlf~• Responsible for initiating and implementing continual improvements for escalation Best Practices and Incident Management workflows ~crlf~• Together with the Product owner and Third party vendor support maintain the AVC platform in a global environment~crlf~• Drive capacity planning & ensure monitoring for proactive enhancements of Virtual Workplace is effective~crlf~• Document standards, knowledge base articles & processes as needed.~crlf~• Collaborate with cross functional groups to ensure delivered solutions meet SLA’s o Keep checks on deviations on agreed SLAs and KPIs with third party vendors.~crlf~• Provide support and guidance to company-wide projects/initiatives (e.g. Office 365 Migration, OneDrive, Teams) that directly impact AVC during the run phase.~crlf~

Knowledge, Skills and Abilities~crlf~• 6+ years of experience in Information Technology ~crlf~• Four year degree in information security, computer science, information systems, business administration or related field; or specialized training and equivalent work experience. ~crlf~~crlf~

At Allianz, we foster a workplace where every person feels welcome, connected and valued.

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. Join us. Let’s care for tomorrow.~crlf~~crlf~We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.

At the core of the Allianz Group’s strength lies digitalization and its promise of growth opportunities through a ‘digital by default’ strategy. Allianz Technology is the principal driver behind transforming Allianz into a digital group – a quest to which nearly 7,500 Allianz Technology employees around the globe have committed themselves. We at Allianz Technology of America equip the Allianz Group in the Americas with the most cutting edge digital solutions in the industry, bringing Allianz to the fingertips of its customers. At Allianz Technology of America, innovation is more than a buzzword; it is the business of the day, every day.

An equal opportunity employer.~crlf~~crlf~

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