Information Technology Service Management Specialist

Allianz Global Investors

Allianz Global Investors offers a diversified range of active investment strategies across four main pillars:equities, fixed income, multi asset and alternatives. Our expertise covers the developed and emerging markets as well as public and private markets. At Allianz Global Investors, our people enjoy motivating, fulfilling careers. If you’re looking for a fast-paced working environment and a new exciting career, then join us now! We’re committed to giving our people – experienced and energetic professionals alike – the opportunities and experiences they seek to thrive and gain personal fulfilment.~crlf~~crlf~We are looking for you! We are currently seeking an Information Technology Service Management Specialist, primarily focusing on ensuring our datacenter and network service providers are delivering the committed service scope within SLA levels, and conduct continuous service improvement (CSI). The position is located in our New York office.~crlf~~crlf~Responsibilities:~crlf~## Promoting continuous improvement of productivity, service quality and internal customer satisfaction~crlf~## Capacity management - ensure service providers have adequate IT infrastructure resources to meet current and future business requirements in a cost-effective manner. Determine the current demand of services and how their demands may change over time.~crlf~## Availability management – define, analyse, plan, measure and improve all aspects of the availability of IT infrastructure services. Ensure service providers provide the IT infrastructure services and follow processes, tools and roles to achieve the committed availability targets.~crlf~## Patch management – work with Cyber Security and IT Risks to ensure service providers are applying regular patches, fixes, zero-day patches to all OSs and other infrastructure applications (e.g. SQL servers).~crlf~## Toxicity management – ensure service providers are providing regular assessment to OS and infrastructure software versions, in advance planning for upgrade methodology, migration, project management and testing.~crlf~## Major incident management – oversee and execute major incident process by working with a team of major incident managers to ensure rapid incident resolution.~crlf~## Provide problem management resulting from major incidents. Ensure root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit.~crlf~## Provide oversight to ensure proper communication and information flow between service providers and application teams, with the aim of giving timely updates and minimizing confusion.~crlf~## BCP execution – review BCP plans from all regions and locations for correctness and service availability. Coordinate service providers to execute annual BCP drills to meet business objectives. Submit data and evidence to support BCM team activities.~crlf~## Participate in regular and ad-hoc service review, service improvement and incident meetings with service providers. Assist with audits by coordinating with different teams and service providers.~crlf~## Report generation – collect meaningful and accurate data and statistics from service providers, monitoring tools and ITSM platforms. Create regular and ad-hoc reports covering all the above areas.~crlf~

Qualifications and Experience~crlf~## Good technical knowledge gained from hands on role within a global organization, preferably in Financial Services industry.~crlf~## More than 5 years of IT infrastructure service operation experience, preferably with minimum 3 year in service provider management.~crlf~## Computer Science degree holder or relevant technical experience.~crlf~## ITIL Foundation certified will be an advantage.~crlf~~crlf~Knowledge & Skills~crlf~## Demonstrable a breadth and depth of operational service delivery management expertise, preferably in Financial industry.~crlf~## Fundamental financial industry knowledges particularly in Asset Management industry.~crlf~## Profound knowledge on Datacenter and network infrastructure. Ideally experience as Subject matter expert within IT-Infrastructure~crlf~## Experience with Azure cloud operations and SDWAN technologies.~crlf~## Experience in IT service management platforms such as ServiceNow and Identity/Access management portal.~crlf~## Capable to produce and maintain high quality documentations, knowledge base articles and diagrams using MS Word, Excel, Visio, PowerPoint. ~crlf~## Good knowledge in Windows platform, MS Office, Perl script, PowerShell script, AutoSys, Jira, Microsoft SQL Server, BusinessObjects reporting, Public Key Infrastructure (PKI), Job scheduling tools, File transfer tools.~crlf~## Strong service provider management, incident management, change management, problem management and continual service improvement skills.~crlf~## Flexibility in overtime work, holiday support, on-call support, early morning calls and night calls. ~crlf~~crlf~Soft Skills~crlf~## Willingness to accept challenges in demanding environment.~crlf~## Self-starter with ability to acquire new skills autonomously.~crlf~## Good interpersonal skills and a team player.~crlf~## Good analytical and problem-solving skills.~crlf~## Highly motivated, matured, persistent.~crlf~## Capable of multi-tasking and deliver under tight schedules.~crlf~

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.

Allianz Global Investors is a leading active asset manager with over 690 investment professionals in 23 offices worldwide and managing EUR 598 billion in assets for individuals, families and institutions.

Active is the most important word in our vocabulary. We believe in solving, not selling, adding value beyond pure economic gain. We offer a collegial culture based on strong values, taking individual responsibility, and dedication to mastering challenging tasks. To harness the power of innovation, we invest in the development of our employees. We encourage you to make an impact in a diverse, international, technology-enabled and increasingly agile environment. If you feel inspired to elevate the active asset management experience, this is the place for you.~crlf~~crlf~We are committed to deliver excellence to our clients, advisors, employees, our parent company and within our industry. Putting our clients' needs first, behaving in an open and transparent way and treating people fairly means acting with integrity. We respect difference and diversity and reward individual performance as well as teamwork.~crlf~~crlf~We are also committed to the principles of Equal Employment Opportunity and to providing assistance to applicants with physical and/or mental disabilities. If you are in need support to navigate our website or to complete your application, please send an e-mail with your request to

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Allianz Global Investors est une éminente entreprise de gestion d'actifs comptant 25 bureaux implantés dans le monde entier. (Anglais)