Senior Problem Manager

Broadridge Financial Solutions; Old Toronto; Hybrid; CAD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company that empowers individuals to achieve more. This hybrid role focuses on enhancing problem management processes and collaborating with cross-functional teams to resolve technology incidents. With a commitment to flexibility, you will thrive in a dynamic environment where your leadership and communication skills are essential. If you are passionate about driving improvements and fostering a collaborative culture, this opportunity is perfect for you. Embrace the chance to make a significant impact while developing your career in a supportive workplace that values diversity and inclusion.

Qualifications

• 5+ years of experience in Problem Management.
• Strong understanding of Incident to Problem management workflow.
• Excellent communication and organizational skills.

Responsibilities

• Assemble teams for Root Cause Analysis of major technology incidents.
• Ensure timely completion of incident postmortems and identify improvements.
• Develop internal communications at an executive level.

Skills

Problem Management

Incident Management

Communication Skills

Project Management

Crisis Management

Technical Literacy

Organizational Skills

Customer Focus

ITSM Knowledge

Leadership Skills

Education

Bachelor’s degree in business, computer science, engineering or related field

Tools

Pager Duty

Job description

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you’re passionate about developing your career, while helping others along the way, come join the Broadridge team.

Are you seeking a position within a growing company? Broadridge is hiring! Our mission is to attract, develop and retain outstanding talent. Being a place where exceptionally driven and hardworking people want to work is how we deliver award-winning services to our customers and ultimately build customer value.

Responsibilities

1. Assemble cross organizational teams to investigate any major technology incident with the goal of performing Root Cause Analysis (RCA) to resolution.
2. Ensure Problem Management processes are followed and incident postmortems are completed in a timely manner to identify areas of improvement and correct process deviations.
3. Coordinate globally with peer managers regarding resources, issues, and schedules.
4. Ensure accurate RCA information and outcomes are captured and documented.
5. Create and maintain recovery playbooks for commonly occurring issues.
6. Conduct post-event analysis, using the ITIL problem management process and relationships with engineering to assure that issues to prevent further occurrences.
7. Develop internal communications at an executive level.
8. Identify reoccurring issues and follow up with responsible teams.
9. Perform other duties and projects as assigned.

Qualifications

1. Minimum of 5 years’ experience in Problem management field.
2. Strong understanding of workflow of Incident management to Problem management.
3. Bachelor’s degree in business, computer science, engineering or related field or equivalent experience.
4. Superb communication skills (both verbal and written).
5. The ability to communicate confidently and clearly on conference calls, in meetings and via email, at all levels of the organization is critical.
6. Strong organizational skills with the ability to handle multiple tasks simultaneously.
7. Customer focus and ownership, use of own initiative and a proactive approach to work.
8. Extensive experience supporting and leading technical environments; demonstrated leadership skills under fast-paced, highly dynamic situations.
9. Must be technically literate and be able to articulate technical issues in a meaningful way to both engineers and executive level management.
10. Crisis management skills: able to set priorities, pursue multiple threads at the same time, accurately reflect current state and drive towards desired state.
11. Ability to maintain calm during stressful situations.
12. A great teammate who is influential and builds good working relationships across all functions.
13. Excellent project management skills, including demonstrated ability to lead projects across teams where influencing skills are required.
14. Basic Knowledge of all financial industries.
15. Knowledge in ITSM and Pager duty is a plus.

Recruitment Process

Throughout your application process, you may be asked to connect with us virtually or in-person. Our recruiters will explain how hybrid interviews will be held throughout the recruitment process, and they will be able to answer any questions you might have.

Broadridge requires employees to complete a background check that is completed by one of our service providers. We use this service to complete the following checks:

1. Employment verification
2. Education verification
3. Credit inquiry
4. Canadian criminal record check

Workplace Flexibility

We are committed to supporting flexible work arrangements, investing in technology or other resources to enable you to work from home effectively, wherever possible.

At this time this is a hybrid role, and therefore you should have a basic home office set up, high-speed internet, and the ability to work without distractions during core business hours.

Accessibility & Accommodation

Broadridge is an equal opportunity employer and is committed to a diverse and inclusive workplace ensuring that equal employment opportunities are provided to all individuals, regardless of race, colour, gender identity, sexual orientation, marital status, creed, age, disability, religious affiliation, or national origin or citizenship. If you require any accommodations during the recruitment process, please notify our recruitment team.

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