Service Management Lead

1 month ago

Florida, United States Prudential Financial Full time
Job Title: Service Management Lead

Are you interested in building capabilities that enable the organization with innovation, speed, agility, scalability, and efficiency? Prudential Financial is seeking a Service Management Lead to partner with consumers, product owners, internal service delivery units, engineers, and delivery professionals to manage, improve, and support the operation of the Prudential Enterprise Data Governance suite of technology products and services.

Key Responsibilities:
  • Provide operational support for enterprise data management and governance tools, including metadata catalog tools, MDM, data quality services, AI toolsets, AWS services, data pipelines, web applications, and reporting/dashboard implementations.
  • Establish and monitor operational runbooks for enterprise data services, ensuring conformance to SLAs and handling failures or delays.
  • Coordinate with infrastructure and corporate service teams on SLAs, communication, outage handling, and version upgrade management.
  • Handle end-to-end support for tool/service outages, including severity level assessment, user communication, and engagement with the incident management team.
  • Manage and progressively improve service levels provided by the enterprise data team to all Prudential groups.
  • Implement automated processes for capturing system-level data to publish operational KPIs and create KPI visualization dashboards for leadership.
  • Perform product/tool version management, coordinating with vendors and internal teams for version upgrades.
  • Perform change control and configuration release management activities.
  • Create and maintain documentation for service operations, CMDB data, and records management of systems and infrastructure details.
  • Ensure secure management and systematic rotation of service account passwords in adherence to Info security policies.
  • Collaborate with development and infrastructure teams to manage CI/CD pipelines for deployment.
  • Create and maintain documentation for CI/CD processes, DevOps practices, and infrastructure configurations.
  • Leverage automated testing frameworks to ensure code quality and reliability.
  • Prioritize, coordinate, and implement bug fixes and small enhancements for enterprise data tools.
  • Ensure production deliverables are stable, scalable, and supportable, with well-defined handoff processes.
  • Produce quality artifacts for runbooks and playbooks in support of enterprise data assets.
  • Develop corporate platform standards and document solutions to support adoption.
  • Bring a strong understanding of relevant and emerging technologies, coach team members, and embed learning and innovation.
  • Configure application alerts, work with related teams to document and automate failure actions.
  • Perform incident and event management, manage communications for application failures, and find resolutions.
The Skills and Expertise You Bring:
  • Bachelor of Computer Science or Engineering or experience in related fields
  • 10-15 years of Experience with problem & incident management, ITSM, change advisory boards, SLAs, KPI Reporting
  • Experience in establishing a mature service ops management for an enterprise-level data management and governance operations and integration with diverse corporate data sources on numerous platforms.
  • Strong understanding of ITIL framework and ITSM best practices.
  • Experience with ServiceNow modules including Incident Management, Problem Management, Change Management, Asset Management, CMDB, and Service Catalog.
  • Minimum of 3-5 years of experience in CI/CD and DevOps engineering
  • Proficiency in CI/CD tools such as Jenkins, bitbucket, Github, SonarQube, and Artifactory
  • Stay updated with the latest industry trends and tools to continuously improve CI/CD and DevOps practices.
  • Learn and understand tool-specific enhancements, new features, bug fixes, release patches along its lifecycle and communicate them to user communities.
What We Offer:
  • Market competitive base salaries, with a yearly bonus potential at every level
  • Medical, dental, vision, life insurance, disability insurance, Paid Time Off (PTO), and leave of absences, such as parental and military leave
  • Retirement plans: 401(k) plan with company match (up to 4%) and company-funded pension plan
  • Wellness Programs to help you achieve your wellbeing goals, including up to $1,000 a year for reimbursement of items purchased to support personal wellbeing needs
  • Work/Life Resources to help support topics such as parenting, housing, senior care, finances, pets, legal matters, education, emotional and mental health, and career development.
  • Tuition Assistance to help finance traditional college enrollment toward obtaining an approved degree, many accredited certificate programs, and industry designations.
  • Employee Stock Purchase Plan: Shares can be purchased at 85% of the lower of two prices (Beginning or End of the purchase period), after one year of service.

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