Lead, Service Management

Job Classification:

Technology - Admin & Support

Are you interested in building capabilities that enable the organization with innovation, speed, agility, scalability and efficiency? The Global Technology team takes great pride in our culture where digital transformation is built into our DNA! When you join our organization at Prudential, you’ll unlock an exciting and impactful career – all while growing your skills and advancing your profession at one of the world’s leading financial services institutions.  

Your Team  

Prudential’s Global Technology team is the SPARK that ignites the power of Prudential for our customers and employees worldwide. Our organization plays a critical and highly visible role in delivering customer-driven solutions across every area of the company. The Global Technology team is made up of diverse, agile-thinking, and highly skilled professionals; we use our combined capabilities to enable the organization with innovation, speed, agility, scalability, and efficiency.

Reporting directly to the Vice President, of Service Management, the Lead, Service Management, Financial Application Operations will be responsible to lead our 24/7 Production Support Team in a dynamic and fast-paced environment. This role requires a strategic decision maker with strong technical background and leadership expertise to drive ITSM process execution, ensuring smooth process workflow and rapid resolution of critical incidents. The manager will oversee incident request, Problem, Change and event management, along with Autosys job scheduling, financial and actuarial applications support, The manager will also be responsible for offshore and onshore coordination.

Here is What You Can Expect on a Typical Day    

• Provide oversight and guidance on execution of ITSM roles, handle execution of most complex items in queue
• Perform analysis and trending to identify areas of process improvement; lead continual improvement story creation/completion
• Provide oversight and guidance on execution of ITSM processes and provide thought leadership on continual improvement efforts; assess and manage risk
• Compile executive communications; collaborate with Product teams to achieve objectives
• Supporting management oversight after hours for the 24/7 Operational Team.  This includes being on call 24/7 to assist production issues/concerns.  Manage resource allocation across shifts to ensure adequate coverage.
• Adapt quickly to a challenging, fast-paced environment, ensuring rapid response to production issues and critical incidents.
• Work closely with stakeholders to align business needs with production support operations.
•  Manage Autosys job scheduling, including monitoring, troubleshooting, and creating/modifying JIL scripts.
• Provide Oracle EBS scheduling, monitoring, and troubleshooting support.
• Identify and implement process improvements to enhance system reliability and performance.
• Utilize JIRA and ServiceNow (SNOW) for tracking incidents, service requests, and change management.
• Generate reports and insights using Power BI and Oracle BI for performance monitoring and decision-making.
• Maintain a structured problem management approach, identifying root causes and ensuring long term fixes.
• Maintain SLA/KPI tracking and reporting for performance monitoring.
• Involvement from an Operational standpoint large, complex, mission critical business and technology projects.
• Implement best practice, continuous improvement processes that prioritize incident identification, analysis, and remediation, with an emphasis on automation and prevention.
• Continually assess key risks and controls across all functions and identify opportunities to enhance the systems and operational processes to improve controls and efficiency.
   

Significant Experience with several of the following:  

• In-depth understanding of Service Management Framework principles and processes and the ability to apply technical knowledge in project or program activities 
• Ability to gather management information and consolidate agreed key performance indicators (KPIs) into product or service measures that underpin service management of a specific product or service
• 5+ years of experience within an operation, business processes or financial reporting functions with demonstrated increasing leadership responsibilities.  
• Proficiency in JIRA, ServiceNow (SNOW), Power BI, and Oracle BI.
• Proficiency in Autosys job scheduling, JIL scripting, and troubleshooting.
• Experience with Oracle EBS scheduling and monitoring.
• Knowledge of Service Management tools:​