Talent500 is hiring for one of its clients.

Who are we:

Core Insurance Platforms (CIP) is Zurich’s global capability responsible for building, running, and evolving core insurance technology. We set a unified, scalable operating model—covering governance, standards, architecture, service delivery, and reuse—so our business units can deliver at speed and scale.

CIP is the strategic steward of Zurich’s Guidewire ecosystem, aligning platform roadmaps to business strategy while driving stability, modernization, reduced supplier dependency, and long term cost efficiency.

India delivery center is one of our global delivery and capability hub. We bring together experts in AI, engineering, analysis, quality, and architecture to deliver product & process solutions, application run services, change and transformation initiatives, and centralized platform services across both on prem and Guidewire Cloud environments. Our teams operate from multiple global delivery centers, supporting Zurich’s business units worldwide.

Global Job Profile: ECM Service Manager

About Us (Enterprise Content Management - ECM)

We provide our Business Partners with a reliable and comprehensive service for capturing, managing, storing, preserving and retrieving business content and documents that are key to their business functions. We offer two solutions:

· ECMaaS: is a shared content services platform using primarily IBM Cloud Pack for Business Automation (CP4BA) and hosted in Capgemini Azure Cloud.

· ZBOX: is a shared content services platform based on Box SaaS

We offer from Consulting Services, to Project execution and application maintenance for the above shared ECM platforms.

Your Role:

As a Service Manager for ECM shared platforms, you’ll play a crucial role in maintaining and evolving our ECMaaS and ZBOX business-critical applications, with focus on APAC region.

You would be the main contact person for our APAC clients and you’ll be empowered to make decisions, collaborate globally, ensuring stability and reliability for thousand of users.

Your main responsibilities would be:

- ECM Service Manager for ECMaaS APAC applications
- ECM Service Manager for ZBOX APAC applications
- Act as the central point of contact for consolidating and coordinating demand across the region, with the aim of driving regional growth and expansion.
- Manage ECMaaS and ZBOX small-medium work orders, and support other large platform projects (i.e Platform Upgrades, etc) if required.
- Administer ZBOX APAC applications.

You’ll work with colleagues who are both proactive and genuinely supportive, fostering an environment where teamwork and shared success are at the core of our ways of working. Your responsibility can grow in line with the value you bring and your proactive approach—meaning your ideas, initiative, and drive are recognized and rewarded. We value your expertise, support your growth, and trust you with responsibilities that matter.

This is an individual Contributor (IC) role,



where you will expected to work as an independent contributor, taking ownership of service delivery, driving operational excellence, and collaborating with several Zurich teams and third party vendors to ensure stable and reliable platform operations.

Key Accountabilities:

- Oversee the delivery of high-quality IT support services to our internal stakeholders, ensuring we meet service level agreements (SLAs) and maintain a stable production environment. Also play a key role in managing changes, security, compliance, and customer satisfaction.
- Lead management communications for the business for service (e.g. incident alerts, change freezes etc.), as well as escalations, and demand (new opportunities).
- Manage small-medium work orders, and support other large platform projects (i.e Platform Upgrades, etc).
- Prepare monthly reporting and handle monthly service reviews with the business unit counterparts
- Identify service improvement actions and work with the required parties for the implementation of the same.
- Identify and implement continuous improvements to our support processes and tools.
- Work with the business unit and Global Disaster Recovery teams to ensure that the disaster recovery capability meets the global DR requirements, including planning, performance of testing, communication and restoration of services in response to a major outage or disaster.
- Ensure internal and external providers are compliant with regulatory requirements and provide assistance and support for audits, where applicable.
- Drive daily use of Zurich approved AI tools and accelerators to support daily activities (e.g., requirements review, summaries or analyze historical incident tickets, simplify reporting, detects outdated documentation, identify components with high change sensitivity, etc).
- Ensure that the ZBOX applications in the region are up and running. This includes raising support tickets with the Box partner when an incidents originates from the Box SaaS solution itself.

Required experience & certificates:

- The ideal ECM Service Manager should hold an ITIL Service Management level qualification and possess advanced English skills, both written and verbal.
- A minimum of three years' service delivery experience is essential, with additional experience in project management—particularly managing small to medium work orders—being preferred.

Technical skills:

- IT educational background
- Good understanding of cloud hosting technologies (Azure).
- Knowledge of Content Management systems (FileNet, Box, SharePoint…) is an advantage
- Ability to configure and manage IT tools
- Knowledge on tools such as Microsoft office,



and other potential administrator tools like box CLI or similar.

Soft Skills:

- The role requires proven ability to work effectively in diverse, multi-cultural environments, demonstrating adaptability in the face of ambiguity and evolving requirements.
- Solid communication skills are necessary to interact with both business and technical stakeholders at all levels of the organization.
- The role requires accuracy and attention to detail.
- Proactively identifies opportunities to enhance processes, tools, and ways of working.
- Drives the successful delivery of initiatives by translating plans into concrete actions.
- Demonstrates a strong customer-centric mindset, anticipating and responding effectively to stakeholders’ needs.
- End-to-end accountability.
- Problem-solving attitude.
- Service-oriented mindset.
- Hands-on attitude and willingness to proactively tackle tasks are crucial for success in this position.

Shift timings: 5:30 AM to 2:30 PM IST

Candidate Data Privacy Notice:

Applicability of This Notice This job posting relates to opportunities with Zurich Digital International Private Ltd. (“Zurich”) and is published with the support of ANSR Inc., (“ANSR”) an authorised recruitment service provider engaged by Zurich for its hiring activities.

Participation in the Recruitment Process : When you apply for this role, personal data provided as part of your application (such as your name, email address, contact details, address, financial information, background information, medical history, and details of previous employers/employment) is collected for the purposes of recruitment and selection and may be reviewed by Zurich, and transferred/disclosed to Zurich’s affiliates, subsidiaries, and related entities and ANSR (“Transferees”), solely for recruitment and selection purposes (in accordance with their respective privacy policies).

The Transferees maintain at least the same level of protection for your data as maintained by Zurich, and do not further transfer/disclose/share or publish your data.

For information on how your personal data is processed by ANSR, including your rights and how to contact the relevant data protection office.

You understand and acknowledge:

- You have the option not to provide your data (in which case we may not be able to process your application);
- You have the option to review, correct/amend your data;
- You have the option to withdraw your consent from processing your data;
- Your data is retained until the purpose for its collection is served; and
- Zurich uses reasonable security measures to help protect against the unauthorized access, loss, misuse and alteration of the personal information under our control. However, no method of transmission over the internet, or method of electronic storage, is completely secure.

By submitting your interest in any of our vacancies, you consent to the collection, storage, transfer, disclosure, and processing of your personal information and/or sensitive personal data or information

📌 Lead ECM-30045] (Hyderabad)
🏢 Talent500
📍 Hyderabad