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**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 to assist the communities we serve Join a workplace with a greater purpose.
**Responsibilities**:
- 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).
- Drive Problem Management process specific meetings (e.g. post incident analysis/post-mortem) and document finds appropriately.
- Data mine incidents (and any other relevant data) for proactive Problem Management systemic trends and problem tracking
- Maintain process documentation for process team and users
- Provide project support and guidance for problem resolution efforts requiring more rigorous facilitation.
- Manage through metrics; provide regular reporting on the state of the overall process both for internal ITSM and external partner consumption
- Work with Process Owners on continual service improvement opportunities
- Support the above duties using and improving the processes and tools
- Drive a technical SWAT team to take a broader view of an infrastructure or operations environment focusing on improving stability, recoverability, reporting, and monitoring.
- At least 16 years of overall experience with minimum 10 years in BFSI Technology.
- At least 5 years of experience in a 24/7 production environment.
- At least 3 years of experience in problem management
- At least 5 years of development experience either in Java or Microsoft.
- 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
- ITIL Foundations certification (Managed Professional or Strategic Leader certification is a plus)
- Ability to lead a fast paced global support team
- A strong sense of leadership
