Problem Manager

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. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone's race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants and employees religious practices and beliefs, as well as mental health or physical disability needs.

You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it's used for, and how it's obtained, your rights and how to contact us as a data subject.

If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.