Senior Analyst-service Management

Job Summary

Overall Objectives of Job

Incident Management

Serve as the first point of contact for major infrastructure incidents. Coordinate with various teams (customer OEs, application teams, network, security, workplace) to ensure timely resolution of incidents. Communicate updates to stakeholders and represent the division in governance meetings.

Change and Problem Management

Support change management processes to ensure smooth transitions and minimal disruptions. Analyze and resolve problems related to data center operations, working closely with relevant teams. Operations Report and Management Packs – Reflect the good work, Topics that require focus, Trends, Patterns, Proactive Measures, etc. Analyze data from ServiceNow, JIRA and other tools to identify incident trends and areas for improvement, correlations, opportunities to reduce incidents and actionable insights. Provide regular and timely status updates, post-incident reviews and incident and RCA reports to senior management.

Governance and Reporting

Represent the division in daily and weekly governance meetings. Prepare and present reports on incident management and service improvements.

Continual Service Improvement

Lead Best Practice sharing topics for continual improvement of ITSM processes (Change, Incident, Problem) across Data Centre and Cloud (AWS & Azure) services.

Collaboration and Communication

Foster strong relationships with internal and external stakeholders. Ensure clear and effective communication across teams to facilitate operations. Create PowerPoint presentations for management and analyze data using Excel.

Qualification & Experience

Mindset and Values – Be Agile, live and feel free to have constructive conversations challenging and driving. Overall Stability of CDC Services and Customer Experience through Continuous Improvements.

Experience

Bachelor's degree in Information Technology, Computer Science, or related field. Good understanding of cloud and data center technologies. 2-3 years of experience in IT Service Management or Continual Service Improvement roles. ITIL V4 Foundation certification is mandatory. Good working knowledge of ITIL v4 (or v3) practices, and DevOps. Demonstrated track record of driving process maturity, operational excellence, and stability improvements in global environments.

Skills & Competencies

• Understanding of IT infrastructure and cloud technologies (AWS, Azure).
• Familiarity with CMDB, Service Provisioning, and other service improvement methodologies.
• Good stakeholder management skills with the ability to engage and collaborate across global teams.
• Analytical and data-driven approach to problem-solving and decision-making.
• Proficiency in creating PowerPoint presentations and analyzing data using Excel.
• Excellent communication skills (written and verbal) with the ability to convey complex ideas in a clear and concise manner.
• Assertive with a continuous improvement mindset.
• Experience with ITSM tools (e.g., ServiceNow) and reporting/analytics platforms (e.g., Power BI) is desirable.
• Agile mindset and result-oriented attitude.
• Strong aptitude for teamwork and collaboration.
• Positive attitude and ability to work effectively in a fast-paced environment.
• Good knowledge of the customer, market and competitors.

Living the four Allianz People Attributes: Customer & Market Excellence, Collaborative Leadership, Entrepreneurship and Trust.

Technical Skills

• Good understanding of Agile and its principles.
• Knowledge of DevOps Methods, Data Centre and Cloud Technology (AWS/Azure).
• Good knowledge of SNOW & Performance Analytics Reports, JIRA, Excel and PowerPoint.
• Familiarity with basic AI tools is considered an advantage.

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.

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.

Join us. Let's care for tomorrow.

Note: Having different strengths, experiences, perspectives and approaches is an integral part of Allianz‘ company culture. One means to achieve this is a regular rotation of Allianz Executive employees across functions, Allianz entities and geographies. Therefore, the company expects from its employees a general openness and a high motivation to regularly change positions and collect experiences across Allianz Group.