Problem Manager

Job Description

Role Overview:The Problem Manager at LSEG is responsible for identifying, analyzing, and driving the resolution of recurring incidents and underlying problems. You will ensure 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 teams.Key Responsibilities:- Own the root cause analysis process for major and recurring incidents, ensuring thorough investigations and follow-up actions.- Ensure all problem records are accurately documented in the 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 preventative actions.- Drive Problem Resolution by collaborating 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 processes to the Business Divisions.- Take accountability for an ITSM process and respective metrics and performance, while supporting tool and process maturity, compliance, and quality measurement, training, and operation of the process aligned to internal and customer Service Level Agreements and expectations.- Build, publish, and communicate data and reports for relevant partners, highlighting possible trends or areas for improvements, building partner investment to sponsor service improvement ideas.Qualifications Required:- ITIL certification- Bachelors degree- Proficient in English both verbal and writing- ITIL 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 the 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 experienceAdditional Company Details:LSEG in India is a Great Place to Work certified (Jun 25 Jun 26). LSEG is a leading global financial markets infrastructure and data provider, driving financial stability, empowering economies, and enabling customers to create sustainable growth. The values of Integrity, Partnership, Excellence, and Change underpin the companys purpose and set the standard for everything done. LSEG is committed to sustainability across its global business and partners with customers to help them meet their sustainability objectives. The LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days, and wellbeing initiatives. Role Overview:The Problem Manager at LSEG is responsible for identifying, analyzing, and driving the resolution of recurring incidents and underlying problems. You will ensure 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 teams.Key Responsibilities:- Own the root cause analysis process for major and recurring incidents, ensuring thorough investigations and follow-up actions.- Ensure all problem records are accurately documented in the 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 preventative actions.- Drive Problem Resolution by collaborating 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 processes to the Business Divisions.- Take accountability for an ITSM process and respective metrics and performance, while supporting tool and process maturity, compliance, and quality m

Keyskills :
Service ManagementRoot Cause AnalysisPartner ManagementStakeholder ManagementIT Problem ManagementITIL Problem Management PrinciplesITSM toolsData AnalysisReportingIncident trends analysisInfrastructure knowledgeCloud services knowledge