Problem Manager - AVP

Who we are looking forThe Problem Manager role is part of the Problem Management function within Global Production Management. Problem Management provides a follow the sun support model to manage, co-ordinate, and drive problem investigations.What you will be responsible forAs Problem Manager, you will : Coordinate the Problem Management investigations of critical Major Incidents utilizing technical and business resourcesExecute the Problem Management process tasks in adherence with global standardsDrive governance around problem management to ensure that a problem ticket is opened, escalated, updated and closed in a timely manner.Facilitate bridge calls along with representatives from internal and client infrastructure support teams and vendors to drive ownership, monitoring, tracking and communications of all problem records towards Root Cause Determination and RemediationAssist in creation, assignment, and resolution of tasks to continually improve the predictability of service and enhance service offerings.Communicate to a global audience, including executive management, providing details of the problem investigation and publishing PostmortemsInterface with key stakeholders in a high-pressure environment, with the ability to engage individuals across a range of backgrounds and levels of seniority to understand what had happened and on preventative measuresAnalyze appropriate incidents and event tickets for trends and proactive problem management opportunities and create assign and track associated ad-hoc records with the assigned problem owners.Maintain and enhance the documentation and communication of the Problem Management ProcessWhat we valueThese skills will help you succeed in this role : Breadth of knowledge across infrastructure and application processes, areas, and technologies (Network, Security, Open Systems, Mainframe, Storage, Database, Middleware, Cloud, End User Computing, and Application)Ability and aptitude to pick up new technologies and proceduresStrong communication skills (written, verbal and presentation).Demonstrated ability to succinctly identify and summarize key findings to various stakeholders.Ability to coordinate and communicate across multidisciplinary / multicultural teams across countries and regionsProven analytical and problem-solving skillsStrong collaboration skills; ability to listen and understand without interruption and remain calm and composed, especially in stressful situationsGood stakeholder management, able to work well under pressure and deal with demanding stakeholders across the businessEducation & Preferred QualificationsTechnical Bachelor's degree Minimum of 4 or more years of experience in Problem managementAdditional requirementsITIL Certification V3 or higherSalary Range : The range quoted above applies to the role in the primary location specified. If the candidate would ultimately work outside of the primary location above, the applicable range could differ.Job Application Disclosure : It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.State Street's Speak Up LineEqual Opportunity Employer - minorities / females / veterans / individuals with disabilities / sexual orientation / gender identity