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Lead Service Management Engineer – responsible for Incident, Problem & Change Management in ITIL framework.
Join Allianz in India for a role that drives continuous improvement, mentorship, and operational excellence.
Role Purpose
The Team Lead for Change, Incident and Problem Management is responsible for leading and coordinating the day-to-day operations of the CPI team across critical ITIL disciplines. This role ensures that changes are assessed, approved, and implemented with minimal risk; incidents are resolved swiftly to restore service; and problems are investigated to eliminate root causes and prevent recurrence. The Team Lead acts as the operational authority for these processes, driving continuous improvement while mentoring and developing team members .
Incident Management
- - Oversee the incident management lifecycle from detection through to resolution and closure, ensuring SLA targets are met.
- - Act as the Incident Manager for Priority 1 and Priority 2 incidents, coordinating technical bridge calls and stakeholder communications.
- - Ensure timely escalation to resolver groups, third‑party vendors, and senior management as required.
- - Produce post‑incident reports for major incidents, capturing timeline, impact, resolution, and improvement actions.
- - Monitor incident trends and volumes, identifying systemic issues for handoff to Problem Management.
Problem Management
- - Lead proactive and reactive problem management activities, including root cause analysis (RCA)
- - Prioritize the problem backlog based on business impact, frequency, and risk.
- - Drive permanent fixes through coordination with engineering, development, and infrastructure teams.
- - Report on problem trends, ageing, and resolution effectiveness to senior leadership.
Change Management
- - Lead the end‑to‑end change management process, ensuring all changes are logged, assessed, authorized, and reviewed in accordance with organizational policy.
- - Maintain the Forward Schedule of Change (FSC) and ensure change windows are communicated to all impacted parties.
- - Track change success rates, failed and unauthorized changes, and drive improvement actions.
- - Ensure post‑implementation reviews (PIRs) are completed for all major and significant changes.
Governance, Reporting & Continuous Improvement
- - Define, maintain, and enforce process documentation, standard operating procedures (SOPs), and work instructions for all three disciplines.
- - Produce weekly and monthly KPI dashboards and management reports covering change success rates, incident resolution times, SLA compliance, and problem backlog health.
- - Support Service delivery meetings.
- - Identify and implement process improvement initiatives aligned with ITIL best practices and organizational objectives.
- - Support internal and external audit activities related to Change, Incident, and Problem Management.
- - Collaborate with other ITSM process owners (e.g., Service Request, Configuration Management) to ensure end‑to‑end process integration.
Qualification, Experience, Technical and Functional Skills
University degree in Computer Science, Management Information Systems or related
Recommended to have 10+ years of relevant experience in IT operations with relevant experience in Service Management
Experience in ServiceNow preferred, additional experience in Service Now CMDB is desirable
Technical knowledge of on‑premises (data centers, virtualization, hyper‑converge, security) and cloud ecosystems
Exposure to
Working in multi-national teams and across countries and cultures to achieve solutions
Setting up OR managing global service delivery in a multinational organization
Knowledge of escalation procedures, incident management, and other disciplines related to service delivery
Working with teams with internal/external suppliers in a multi‑suppliers setup.
PMP /PRINCE2, ITIL Certification
A track record of Independent worker but a team‑player; self‑starter; business‑minded; pragmatic; result‑oriented with a 'can‑do' attitude
Ability to deliver high‑quality results; and takes ownership of initiatives.
Basic Knowledge in AI tools.
About Allianz
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. We are united by a shared commitment: to put our customers first and at the center of everything we do. Their needs inspire our thinking and guide our actions. Together, we can build an environment where everyone feels empowered and confident to explore, grow and shape a better future – for our customers and for 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. The foundation for this is our inclusive workplace, where people and performance both matter, and where integrity, fairness, inclusion and trust are at the heart of our culture. We therefore welcome applications regardless of race, 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 employees across functions, Allianz entities and geographies. Therefore, Allianz expects from its employees a general openness and a high motivation to regularly change positions and collect experiences across Allianz Group.