Principal, Service del Impl

6 months ago

Pune, India Northern Trust Corp. Full time

**About Northern Trust**:
Northern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in continuous operation since 1889.

Northern Trust is proud to provide innovative financial services and guidance to the world’s most successful individuals, families and institutions by remaining true to our enduring principles of service, expertise and integrity. With more than 130 years of financial experience and over 22,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.

**Working with Us**:
As a Northern Trust partner, greater achievements await. You will be part of a flexible and collaborative work culture in an organization where financial strength and stability is an asset that emboldens us to explore new ideas. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to assisting the communities we serve Join a workplace with a greater purpose.

**Reasonable accommodation**

We hope you’re excited about the role and the opportunity to work with us.

We value an inclusive workplace and understand flexibility means different things to different people.

**Summary**

IT Service Management is looking for a person to lead the Problem Management Team. This team is responsible for providing operational support for Problem management. These responsibilities include driving post incident analysis, root cause identification and significant incident alleviation.

**Knowledge/Skills***
- Strong analytical/problem-solving skills
- Excellent verbal and written communication skills
- Broad technical background working with Databases (Oracle, Sybase, MS Sql, and MySQL), middleware technologies (Websphere, Weblogic, JBoss, etc), and multiple platforms (Microsoft, Linux, AIX, etc), monitoring software
- A strong sense of leadership
- Strong crisis management skills
- Financial industry experience preferred
- ITIL Foundations certification (Managed Professional or Strategic Leader certification is a plus)
- Ability to lead a fast paced global support team

**Major Duties**

1. Assist in the day-to-day operations of the **ITSM Problem Management process**, including adherence, escalation and reporting with the intent to maintain business as usual (BAU).
- a. Drive Problem Management process specific meetings (e.g. post incident analysis/post-mortem) and document finds appropriately.
- b. Data mine incidents (and any other relevant data) for proactive Problem Management systemic trends and problem tracking
- c. Maintain process documentation for process team and users
- d. Provide project support and guidance for problem resolution efforts requiring more rigorous facilitation

2. Manage through metrics; provide regular reporting on the state of the overall process both for internal ITSM and external partner consumption

3. Work with Process Owners on continual service improvement opportunities

4. Support the above duties using and improving the processes and tools

5. Drive a technical SWAT team to take a broader view of an infrastructure or operations environment focusing on improving stability, recoverability, reporting, and monitoring

**Experience Required**
- 16+ years of overall experience with 10+ years in BFSI Technology.
- 5+ years of experience in a 24/7 production environment.
- 3+ years of experience in problem management
- 5+ years of development experience either in Java or Microsoft.

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