BlackRock
Associate, Service Management - Problem Management
BlackRock, Wilmington, Delaware, us, 19894
BlackRock is a global investment management corporation, renowned for its expertise in providing innovative financial solutions to clients worldwide. With a commitment to technological advancement and operational excellence, BlackRock continually seeks talented individuals to join its dynamic teams.
Team Overview
The Service Management group within Mission Control is a global team, responsible for running the Incident, Problem and Change Management processes ensuring the stability of the Aladdin platform while supporting a fast pace of innovation for BlackRock and our external clients.
Role
Problem Management
at BlackRock is the process which aims to manage the lifecycle of underlying problems. This is achieved by identifying root cause and coordinating workarounds, enhancements, and changes to prevent recurrence.
An individual selected for this position will be responsible for leading some of the most critically important production problems for Blackrock and external Aladdin clients. As a Problem Manager at BlackRock, you will play a crucial role in ensuring the stability and reliability of our Aladdin software and infrastructure. You will be responsible for identifying, analyzing, and resolving complex problems that may impact the performance or availability of our platform.
Key Responsibilities:
Problem Identification
- Proactively identify and prioritize potential issues within the Aladdin software and infrastructure environment.
Root Cause Analysis
- Conduct thorough investigations to determine the underlying causes of incidents and problems, leveraging various diagnostic tools and methodologies.
Task Management Administering
- Governing the incident and problem follow-up task process, ensuring enhancements & changes are implemented to prevent reoccurrence of incidents.
Collaboration
- Work closely with cross-functional teams, including product owners, product managers, client and business stakeholders, to address and resolve problems in a timely manner.
Documentation
- Maintain accurate records of incidents, problems, and resolutions in accordance with established processes and procedures.
Reporting
- Create and publish reports using the latest technology including PowerBi and Service Now.
Continuous Improvement
- Drive continuous improvement initiatives to enhance the stability, performance, and resilience of the Aladdin platform.
Risk Management
- Work with the Audit and Risk teams to identify potential risks & operating events and vulnerabilities within the Aladdin software and infrastructure, implementing controls and mitigation strategies as needed.
The role will be predominantly 9am-6pm, Monday -Friday however candidates will be expected to do a subset of weekends running specific enhancements or covering operational shifts.
Role Responsibility and Qualifications
The candidate is encouraged to have tried knowledge and experience in all parts of the IT delivery life cycle (examples include Incident Problem, Change, Operations, PDLC and SDLC). We are seeking talent that has a passion for technical troubleshooting, leads change, thinks in an innovative way, values teamwork, has emotional ownership, is able to work autonomously & as part of a team and will go above and beyond to help develop the company. Our team has wide and multifaceted abilities, but we would encourage applications from candidates with the following skills:
University Degree
4+ years of experience in a service management role
Proven experience in problem management or a similar role
Experience operating within an ITIL framework
Background in supporting critically important applications
Strong analytical and troubleshooting skills, with the ability to quickly diagnose and resolve complex technical issues
Ability to prioritize multiple concurrent demands
Proactive mindset with a focus on driving continuous improvement and delivering exceptional service to internal stakeholders.
Advantages / Nice to haves
Experience working in the Financial Services industry
Knowledge of cloud computing platforms like Azure, AWS, etc. and understanding of different service models (IaaS, PaaS, SaaS)
Knowledge in programming languages such as Python to automate common tasks
Data analysis skills e.g., Splunk, Grafana, Tableau, MS Excel
Basic finance domain knowledge and understanding of financial products (like Fixed Income, Equities, Derivatives etc.)
To help you stay energized, engaged and inspired, we offer a wide range of benefits including a strong retirement plan, tuition reimbursement, comprehensive healthcare, support for working parents and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.
BlackRock is proud to be an Equal Opportunity and Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, disability, protected veteran status, and other statuses protected by law.
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Team Overview
The Service Management group within Mission Control is a global team, responsible for running the Incident, Problem and Change Management processes ensuring the stability of the Aladdin platform while supporting a fast pace of innovation for BlackRock and our external clients.
Role
Problem Management
at BlackRock is the process which aims to manage the lifecycle of underlying problems. This is achieved by identifying root cause and coordinating workarounds, enhancements, and changes to prevent recurrence.
An individual selected for this position will be responsible for leading some of the most critically important production problems for Blackrock and external Aladdin clients. As a Problem Manager at BlackRock, you will play a crucial role in ensuring the stability and reliability of our Aladdin software and infrastructure. You will be responsible for identifying, analyzing, and resolving complex problems that may impact the performance or availability of our platform.
Key Responsibilities:
Problem Identification
- Proactively identify and prioritize potential issues within the Aladdin software and infrastructure environment.
Root Cause Analysis
- Conduct thorough investigations to determine the underlying causes of incidents and problems, leveraging various diagnostic tools and methodologies.
Task Management Administering
- Governing the incident and problem follow-up task process, ensuring enhancements & changes are implemented to prevent reoccurrence of incidents.
Collaboration
- Work closely with cross-functional teams, including product owners, product managers, client and business stakeholders, to address and resolve problems in a timely manner.
Documentation
- Maintain accurate records of incidents, problems, and resolutions in accordance with established processes and procedures.
Reporting
- Create and publish reports using the latest technology including PowerBi and Service Now.
Continuous Improvement
- Drive continuous improvement initiatives to enhance the stability, performance, and resilience of the Aladdin platform.
Risk Management
- Work with the Audit and Risk teams to identify potential risks & operating events and vulnerabilities within the Aladdin software and infrastructure, implementing controls and mitigation strategies as needed.
The role will be predominantly 9am-6pm, Monday -Friday however candidates will be expected to do a subset of weekends running specific enhancements or covering operational shifts.
Role Responsibility and Qualifications
The candidate is encouraged to have tried knowledge and experience in all parts of the IT delivery life cycle (examples include Incident Problem, Change, Operations, PDLC and SDLC). We are seeking talent that has a passion for technical troubleshooting, leads change, thinks in an innovative way, values teamwork, has emotional ownership, is able to work autonomously & as part of a team and will go above and beyond to help develop the company. Our team has wide and multifaceted abilities, but we would encourage applications from candidates with the following skills:
University Degree
4+ years of experience in a service management role
Proven experience in problem management or a similar role
Experience operating within an ITIL framework
Background in supporting critically important applications
Strong analytical and troubleshooting skills, with the ability to quickly diagnose and resolve complex technical issues
Ability to prioritize multiple concurrent demands
Proactive mindset with a focus on driving continuous improvement and delivering exceptional service to internal stakeholders.
Advantages / Nice to haves
Experience working in the Financial Services industry
Knowledge of cloud computing platforms like Azure, AWS, etc. and understanding of different service models (IaaS, PaaS, SaaS)
Knowledge in programming languages such as Python to automate common tasks
Data analysis skills e.g., Splunk, Grafana, Tableau, MS Excel
Basic finance domain knowledge and understanding of financial products (like Fixed Income, Equities, Derivatives etc.)
To help you stay energized, engaged and inspired, we offer a wide range of benefits including a strong retirement plan, tuition reimbursement, comprehensive healthcare, support for working parents and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.
BlackRock is proud to be an Equal Opportunity and Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, disability, protected veteran status, and other statuses protected by law.
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