Problem Manager - Senior Manager

Who we are looking for

Charles River Development is rapidly growing its Software-as-a-Service platform. We are looking for a hands-on, well rounded Problem Manager for our growing Technical Support Team.

Why this role is important to us

The team you will be joining is a part of Charles River Development (or CRD), that became a part of State Street in 2018. CRD helps create enterprise investment management software solutions for large institutions in the areas of institutional investment, wealth management and hedge funds. Together we have created first open front-to-back platform - State Street Alpha, that was launched in 2019.

Join us if delivering next generation infrastructure, using emerging technologies like AI and Blockchain sounds like a challenge you are up for.

What you will be responsible for

• The Problem Manager will coordinate investigations of recurring incidents, determine root cause, and provide formal focus on incident prevention.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Collaborate with teams across technology services on multiple problems and be responsible for ownership and coordination of actions and lessons learned during the Incident process
• Provide recommendations for improvement to services with the purpose of increased availability, improved service levels, reduced costs, and improved customer convenience and satisfaction by reducing the number of operational problems
• Investigate and diagnose problems using relevant subject matter experts to assess and analyze root causes
• Lead and facilitate Postmortem reviews (Post Incident and Post Escalation Reviews) for high priority incidents, with a focus on process improvement, as well as technical resolution.
• Drive identification of lessons learned, using Problem Management techniques to identify root cause and prevent recurrence
• Measure and analyze Critical Success Factors (CSF) and Key Performance Indicators (KPI), and design and generate metric reports
• Operate and maintain the Problem Management module and associated interfaces in ServiceNow
• Perform incident trend analysis to identify problems and perform proactive problem management activities
• Provide guidance for conducting Root Cause Analysis (RCA), evaluate the RCAs provided by problem analysts and conduct incident trend analysis to determine whether a problem needs to be recorded in accordance with the RCA Procedure
• Analyze problems to verify correct prioritization and categorization in accordance with the Problem Escalation Procedure
• Ensure that the Problem Management process is documented, understood, and followed

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

REQUIRED SKILLS AND ABILITIES

• Understanding of Problem Management framework and root cause analysis
• Strong ability to communicate efficiently and effectively with different teams, from Engineers to Support and Management with the ability to communicate technical issues to non-technical teams
• Understanding of cloud platforms, software deployments, monitoring tools.
• Self-motivated and directed
• Strong analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Ability to work independently; can operate and execute in areas of uncertainty and ambiguity; problem solver and quick learner

EDUCATION, CERTIFICATION and/or EXPERIENCE

• Bachelor's degree (B.A., B.S.) from four-year college or university; technology discipline preferred
• Minimum of 5 years of combined experience with problem management and ITIL service management implementation preferred
• ServiceNow experience preferred
• Proven experience working directly with internal and external clients
• ITIL Foundations Certification

About State Street

What we do. State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation, we’re making our mark on the financial services industry. For more than two centuries, we’ve been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.

Work, Live and Grow. We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary by location, but you may expect generous medical care, insurance and savings plans, among other perks. You’ll have access to flexible Work Programs to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.

Inclusion, Diversity and Social Responsibility. We truly believe our employees’ diverse backgrounds, experiences and perspectives are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift programs and access to employee networks that help you stay connected to what matters to you.

State Street is an equal opportunity and affirmative action employer.

Company: Charles River Development

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