Senior Problem Manager (Hybrid)

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.

Role Overview  

Broadridge is looking for a Senior Problem Manager that will ensures production incidents and problem investigation reports (PIRs) are thoroughly reviewed, accurately documented, and lead to meaningful preventive actions. This role focuses on analysis, documentation, coordination, and communication — not on technical troubleshooting.  

You’ll partner with cross‑functional technology and business teams to improve the quality and timeliness of root cause analysis (RCA) deliverables and enhance how incidents are managed across the organization.  

This position is ideal for someone who enjoys identifying patterns, summarizing findings, and bringing structure to complex information. A background in IT support, operations, or service delivery (BPO, call center, or incident coordination) is valuable, though deep technical expertise is not required.

Responsibilities

• Review incident and problem report to ensure clarity, accuracy, and completeness.

• Summarize key findings, validate root causes, and document corrective and preventive actions.

• Ensure Problem Management processes and reporting timelines are consistently followed.

• Track the progress and closure of post‑incident reviews.

• Identify recurring patterns or trends in incident data for further improvement.

• Coordinate with cross‑functional teams globally to gather insights and align next steps.

• Maintain structured documentation of RCAs, lessons learned, and preventive actions.

• Prepare concise summaries and communication updates for management.

• Support continuous improvement in RCA quality and problem management practices.

• Contribute to the creation and maintenance of recovery playbooks and reference materials.

Qualifications

• Background in IT Support, Operations, Service Desk, BPO, Call Center, or similar service environments.

• Experience documenting incidents, analyzing information, or supporting troubleshooting processes.

• Demonstrated ability to manage multiple priorities and ensure process consistency.

• Strong analytical skills with excellent attention to detail

• Exceptional written and verbal communication abilities

• Highly organized and methodical in managing documentation and follow‑ups.

• Collaborative, proactive, and comfortable working across functions and time zones.

• Calm under pressure, able to maintain quality and professionalism during time‑sensitive reviews.

• Customer‑focused mindset with strong ownership and accountability.

Knowledge (Preferred, Not Required)

• Familiarity with ITIL Problem Management or Incident Management workflows.

• Basic understanding of IT Service Management (ITSM) concepts.

• General awareness of IT infrastructure or support operations.

Tools & Systems

• Ticketing / case management systems (e.g., ServiceNow, Jira, Remedy).

• Excel or spreadsheet tools for data tracking and analysis.

• PowerPoint for reporting and summaries.

• Collaboration and communication tools (Outlook, Teams, Slack).

We are dedicated to fostering a collaborative, engaging, and inclusive environment and are committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a company—and ultimately a community—that recognizes and celebrates everyone’s unique perspective. 

Use of AI in Hiring 

As part of the recruiting process, Broadridge may use technology, including artificial intelligence (AI)-based tools, to help review and evaluate applications. These tools are used only to support our recruiters and hiring managers, and all employment decisions include human review to ensure fairness, accuracy, and compliance with applicable laws. Please note that honesty and transparency are critical to our hiring process. Any attempt to falsify, misrepresent, or disguise information in an application, resume, assessment, or interview will result in disqualification from consideration.