Job Information
Nuveen Investments Tech Infrastructure Leader in Mumbai, India
Director - IT Service Management - IN
This team does Incident, change, release, problem management team.
Educational Requirements
- University (Degree) Preferred
Work Experience
- 8+ Years Required; 10+ Years Preferred
Physical Requirements
- Physical Requirements: Sedentary Work
Career Level
10PL
Job Description (510131)
Position Summary: Describe below the primary purpose and function of this job
The Director of Operations Command Center, Production Assurance and ITSM is responsible for overseeing and leading Command Center, Production Assurance, and IT Service Management (ITSM) functions, including Major Incident, Change, and Problem Management. This role ensures the stability and availability of critical IT services by implementing best practices and managing a team providing 16/7 support.
The director will collaborate with various IT and business teams to maintain high standards of service delivery, major incident resolution, and operational excellence.
Key Responsibilities:
Leadership and Strategy:
Provide strategic direction and leadership to the IT Command Center, Production Assurance, and ITSM teams.
Develop and implement policies, procedures, and best practices to enhance service reliability, reduce incidents, and improve response times.
Lead, mentor, and develop a high-performing team, promoting a culture of accountability, collaboration, and continuous learning.
Operations Command Center:
Oversee the operations of the Command Center to ensure continuous monitoring of critical infrastructure, applications, and services.
Ensure the Command Center operates efficiently with 16/7 coverage, coordinating staffing schedules and resources.
Major Incident Management:
Lead the Major Incident Management process, ensuring rapid response and resolution of high-priority incidents.
Act as the escalation point for major incidents, coordinating communication and resolution efforts across IT and business teams.
Change Management:
Oversee the Change Management process, ensuring that all changes are properly assessed, approved, and implemented with minimal disruption.
Monitor and report on change implementation success rates and identify areas for process improvement.
Problem Management:
Manage the Problem Management process, focusing on root cause analysis and long-term resolution of recurring issues.
Collaborate with IT teams to prioritize problem resolution based on impact and urgency.
Production Assurance:
Ensure the stability and reliability of critical production environments.
Collaborate with IT teams to identify potential risks, implement preventive measures, and optimize production systems.
Establish and maintain a comprehensive incident response plan to manage and mitigate the impact of service disruptions.
Stakeholder mgmt. & communication:
Develop and maintain dashboards and reports to provide visibility into incident trends, change success rates, and overall IT service performance.
Present regular updates to senior management on IT Command Center activities, incident management, and continuous improvement initiatives.
Skills :
Qualifications :
Bachelor’s degree in computer science, Information Technology, or a related field
12+ years of experience in IT operations and service management, with at least 5 years in a leadership role.
Strong knowledge of ITIL frameworks, best practices, and IT service management processes.
Experience managing IT Command Centers, Major Incident Management, Change Management, and Problem Management.
Proven ability to lead and develop high-performing teams.
Excellent communication, leadership, and interpersonal skills.
Ability to make decisions under pressure and manage complex situations effectively.
ITIL certification (ITIL 4) is required.
Experience with IT service management tools such as ServiceNow etc.
Business or Industry Expertise: Describe the degree of knowledge and understanding required of TIAA’s business and industry, commercial environment and of competitors products and services.
Preferred Skills:
Experience in cloud-based environments (e.g., AWS, Azure).
Strong analytical and problem-solving skills.
Ability to work collaboratively with cross-functional teams and senior management.
Experience with data analysis and reporting tools
Job Requirements And Qualifications : Indicate the minimum and preferred education and experience for the job and any licenses and certifications required
Required Education:
Other
Bachelor’s degree in Computer Science
Preferred Education:
Technical
Cloud Computing, ITIL
Required Experience:
12+ years
Preferred Experience:
15+ years
(add “other” details here)
Required Licenses/Certifications:
Licenses/Certifications
(add “other” details here)
P lease work with your HR and Compensation Business Partners to finalize ALL job descriptions .”
Related Skills
Accountability, Adaptability, Business Continuity Planning, Cloud Computing Security, Communication, Compliance, Consultative Communication, Cybersecurity, Detail-Oriented, General Risk Management, Network Security, Prioritizes Effectively
Company Overview
TIAA Global Capabilities 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 Global Capabilities 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, sexual 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
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TIAA started out over 100 years ago to help ensure teachers could retire with dignity. Today, many people who work at not-for-profits rely on our wide range of financial products and services to support and strengthen their financial well-being.
Privacy Notices
For Applicants of TIAA, Nuveen and Affiliates residing in US (other than California), click here (https://www.tiaa.org/public/tiaa-nuveen-privacy) .
For Applicants of TIAA, Nuveen and Affiliates residing in California, please click here (https://www.tiaa.org/public/tiaa-nuveen-ca-privacy) .
For Applicants of Nuveen residing in Europe and APAC, please click here (https://www.tiaa.org/public/nuveen-eu-uk-privacy) .
Nondiscrimination & Equal Opportunity Employment
TIAA is committed to providing equal opportunity across all employment practices and we believe our employees have a right to a diverse and inclusive workplace.
EEO is the Law (https://assets.phenompeople.com/CareerConnectResources/TIAAGLOBAL/documents/22-088_EEOC_KnowYourRights-1688394514088.pdf)
Pay Transparency
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