Description:
The Team: Our Digital Technology Services team enables a culture & mindset of Client-First & Architecture-First with a focus on delivering value through disciplined program delivery. Continuing to improve our service resiliency, employee productivity, innovation & overall employee engagement. Sitting within the CIO organization, Digital Technology Services (DTS) are enterprise shared services enabling people, functions, and divisions by providing secure, reliable and seamless solutions to customers and our people. We take a community approach in making decisions in partnership with stakeholders who are consumers of our services, with the belief that technology allows people to do their best work.
We drive S&P Global to Power the Markets of the Future by working as trusted partners delivering secure, scalable, resilient, and innovative services and solutions that enable seamless experiences for our people and customers.
Responsibilities and Impact: By fulfilling these responsibilities, a Problem Management Ops Lead plays a crucial role in enhancing operational resilience, improving service Quality, delivering better services, and ultimately contributing to the organization's overall success.
- Establish and maintain a robust problem management governance framework, including policies, processes, and procedures.
- Oversee the investigation and analysis of complex IT (Information Technology) problems, identifying root causes and implementing sustainable solutions.
- Collaborate with cross-functional teams, including incident, change management, to ensure a comprehensive approach to problem resolution.
- Develop and implement problem management metrics and key performance indicators (KPIs) to measure the effectiveness of the problem management process.
- Continuously monitor and report on problem management performance, identifying areas for improvement and driving continuous service improvement initiatives.
- Provide training and guidance to Stakeholders on problem management best practices.
- Serve as a subject matter expert and strategic advisor on problem management, contributing to the overall IT service delivery strategy.
- Ensure compliance with industry standards and best practices, such as ITIL, and adapt the problem management process accordingly.
- Foster a culture of continuous learning and knowledge sharing within the problem management team.
What We’re Looking For
Basic Required Qualifications:
- Bachelors/ master's degree in engineering, Science, Computers or Management stream
- 7+ years of experience in IT Service Management, specifically in Problem Management.
- ITIL 4 Certification is a plus.
- Ability to partner with stakeholders across multiple teams and regions
- Strong analytical skills and ability to think laterally to provide innovative solutions to problems, understands the ‘why’
- Effective interpersonal, written, and verbal communication skills required, with the ability to explain complex issues easily
- Highly organized with ability to plan and oversee execution of tasks
- Process oriented with a focus on operational efficiency
- Produce high standard of documentation
- Proactive and solutions-oriented problem solver
- Strong Operations background
- Understanding of Service Management commitment to providing exceptional customer service
- Candidate must be client focused and possess strong problem-solving skills with the ability to learn new concepts and applications quickly
- Ability to work effectively in a fast-paced environment
- Flexible and able to adapt to change
- Self-Starter who can work independently with minimal supervision
- Must be able to drive consensus driven change across a global organization at varied levels
- Ability to work as part of a team is critical to success, not just regionally but with global team members