Problem Management - Senior Associate

Responsibilities

• Coordinate Problem Management investigations for critical Major Incidents using technical and business resources
• Execute Problem Management process tasks in adherence with global standards and governance
• Facilitate bridge calls with internal infrastructure support teams and vendors to drive Root Cause Determination and Remediation
• Communicate investigation details and publish Postmortems to a global audience, including executive management
• Analyze incident and event tickets for trends to identify proactive problem management opportunities
• Maintain and enhance documentation and communication regarding the Problem Management Process
• Interface with key stakeholders in high-pressure environments to understand incident impacts and preventative measures

Requirements

• 5+ years of experience in Information Technology
• Strong understanding of the ITIL V3/4 framework (Foundation level)
• Broad knowledge across infrastructure and application technologies (Network, Security, Cloud, Database, Middleware, etc.)
• Proven analytical and problem-solving skills
• Strong stakeholder management and communication skills (written, verbal, and presentation)
• Ability to remain calm and composed in stressful, high-pressure situations

Preferred Qualifications

• Additional ITIL qualifications such as CSI or Service Operations
• Operational and reporting experience with ServiceNow

About the Company

State Street is a leading global provider of financial services to institutional investors. We help our clients manage risk, respond to challenges, and drive performance and profitability. We are committed to fostering an inclusive environment where technology innovation and digital transformation are at the forefront of our mission to become a next-generation financial services company.