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LSEG - Problem Manager - ITSM Tool

LSEG - Problem Manager - ITSM Tool

REFINITIV INDIA SHARED SERVICES PRIVATE LIMITEDBangalore
13 days ago
Job description

Role Description :

The Problem Manager is responsible for identifying, analysing and driving the resolution of recurring incidents and underlying problems within LSEG.

This role ensures a proactive approach to Problem Management, focusing on reducing business impact and preventing future incidents through effective root cause analysis and collaboration with engineering and operations team.

Key Responsibilities :

  • Own the root cause analysis process for major and reoccurring incidents ensuring thorough investigations and follow-up actions.
  • Ensure all problem records are accurately documented in ITSM tool adhering to the Problem Management Process, Procedures and Standards.
  • Proactively identify incident trends and problem themes, working closely with engineering teams to mitigate risks and assist in implementing the preventative actions .
  • Drive Problem Resolution by working closely with technical teams, vendors, service owners and support teams to ensure timely resolution through implementing permanent fixes or workarounds.
  • Provide Senior leadership level reporting on problem trends, RCA findings and any major risks identified through the Problem Process.
  • Collaborate with various partners to drive Continuous Improvement for problem resolution efficiency.
  • Support audit and compliance activities by maintaining accurate problem records and documentation.
  • Deliver training and guidance about Problem Management process to the Business Divisions.
  • Takes accountability for an ITSM process and respective metrics and performance, while supporting tool and process maturity, compliance and quality measurement, training and operation of process aligned to internal and customer Service Level Agreements and expectations.
  • Builds, publishes and communicates data and reports for relevant partners, highlighting possible trends or areas for improvements, building partner investment to sponsor service improvement ideas.

Required skills & Work Experience :

  • Demonstrable experience in IT Problem Management, Service Management or a similar role within a complex Enterprise IT environment.
  • Solid understanding of ITIL Problem Management Principles and standard methodologies.
  • Hands on experience on Root Cause analysis methodologies including technical investigation and process improvement.
  • Hands on experience working with ITSM tools such as Service Now for handling Problems and Reporting.
  • Strong Data Analysis & Reporting skills with the ability to identify patterns, trends & efficiently present insights to Senior Leadership.
  • Excellent Partner Management and teamwork skills (experience working with global teams)
  • Ability to analyse Incident trends to find opportunities for Service Improvement areas Knowledge of infrastructure, cloud & core application services within an IT environment
  • Experience working in Financial Services or other highly Regulated Industries is a plus

    • Qualifications :

  • ITIL certification
  • Bachelor's degree
  • Proficient in English both verbal and writing

    • Qualifications & Experience :

  • TIL 4 Foundation Certificate (minimum)
  • Bachelors degree or equivalent in an IT related discipline
  • Previous experience working with or within an IT Service Management Function
  • Some experience in development and implementation of service management and support disciplines and processes
  • Ability to balance risk with business requirements
  • Significant stakeholder management experience
  • Moderate stakeholder management experience.

    • Proud to share LSEG in the India is Great Place to Work certified (Jun 25 Jun 26).

    Learn more about life and purpose of our company directly from India colleagues video : Bengaluru, India | Where We Work | LSEG

    Join us and be part of a team that values innovation, quality, and continuous improvement.

    If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.

    LSEG is a leading global financial markets infrastructure and data provider.

    (ref : hirist.tech)

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