Problem Coordinator - Emerging Lead

Problem Coordinator - Senior Associate

Who we are looking for

The Problem coordinator role is part of the Problem Management function within Global Production Management.  Problem Management provides a follow the sun support model to manage, co-ordinate, and drive problem investigations.

Why this role is important to us

Our technology function, Global Technology Services (GTS), is vital to State Street and is the key enabler for our business to deliver data and insights to our clients. We’re driving the company’s digital transformation and expanding business capabilities using industry best practices and advanced technologies such as cloud, artificial intelligence and robotics process automation.

We offer a collaborative environment where technology skills and innovation are valued in a global organization. We’re looking for top technical talent to join our team and deliver creative technology solutions that help us become an end-to-end, next-generation financial services company.

Join us if you want to grow your technical skills, solve real problems and make your mark on our industry.

What you will be responsible for

As Problem coordinator, you will:

• Coordinate the Problem Management investigations of critical Major Incidents utilizing technical and business resources
• Execute the Problem Management process tasks in adherence with global standards
• Drive governance around problem management to ensure that a problem ticket is opened, escalated, updated and closed in a timely manner.
• Facilitate bridge calls along with representatives from internal and client infrastructure support teams and vendors to drive ownership, monitoring, tracking and communications of all problem records towards Root Cause Determination and Remediation
• Assist in creation, assignment, and resolution of tasks to continually improve the predictability of service and enhance service offerings.
• Communicate to a global audience, including executive management, providing details of the problem investigation and publishing Postmortems
• Interface with key stakeholders in a high-pressure environment, with the ability to engage individuals across a range of backgrounds and levels of seniority to understand what had happened and on preventative measures
• Analyze appropriate incidents and event tickets for trends and proactive problem management opportunities and create assign and track associated ad-hoc records with the assigned problem owners.
• Maintain and enhance the documentation and communication of the Problem Management Process

What we value

These skills will help you succeed in this role

• Breadth of knowledge across infrastructure and application processes, areas, and technologies (Network, Security, Open Systems, Mainframe, Storage, Database, Middleware, Cloud, End User Computing, and Application)
• Ability and aptitude to pick up new technologies and procedures
• Strong communication skills (written, verbal and presentation). 
• Demonstrated ability to succinctly identify and summarize key findings to various stakeholders.
• Ability to coordinate and communicate across multidisciplinary / multicultural teams across countries and regions
• Proven analytical and problem-solving skills
• Strong collaboration skills; ability to listen and understand without interruption and remain calm and composed, especially in stressful situations
• Good stakeholder management, able to work well under pressure and deal with demanding stakeholders across the business
• > 

Education & Preferred Qualifications

• Must have 5+ years in Information Technology

•     Must have strong understanding of ITIL V3/4 framework. (Foundation)

•     Any other ITIL qualifications (CSI, Service Ops) would be a benefit

•     Operational and Reporting experience with Service Now is a benefit

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Work Requirement

Four Days Work From Office to cover APAC/EMEA shift.

About State Street

Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.

We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.

As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.

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