Senior Problem Manager

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

• Assemble cross organizational teams to investigate any major technology incident with the goal of performing Root Cause Analysis (RCA) to resolution.

• Ensure Problem Management processes are followed and incident postmortems are completed in a timely manner to identify areas of improvement and correct process deviations

• Coordinate globally with peer managers regarding resources, issues, and schedules

• Ensure accurate RCA information and outcomes are captured and documented

• Create and maintain recovery playbooks for commonly occurring issues

• Conduct post-event analysis, using the ITIL problem management process and relationships with engineering to assure that issues to prevent further occurrences

• Develop internal communications at an executive level

• Post event program management

• Identify reoccurring issues and follow up with responsible teams 

• Perform other duties and projects as assigned

Qualifications

• Minimum of 5 years’ experience in Problem management field

• Strong understanding of workflow of Incident management to Problem management

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

• Superb communication skills (both verbal and written)

• The ability to communicate confidently and clearly on conference calls, in meetings and via email, at all levels of the organization is critical

• Strong organizational skills with the ability to handle multiple tasks simultaneously

• Customer focus and ownership, use of own initiative and a proactive approach to work

• Extensive experience supporting and leading technical environments; demonstrated leadership skills under fast-paced, highly dynamic situations

• Must be technically literate and be able to articulate technical issues in a meaningful way to both engineers and executive level management

• Crisis management skills: able to set priorities, pursue multiple threads at the same time, accurately reflect current state and drive towards desired state

• Ability to maintain calm during stressful situations

• A great teammate who is influential and builds good working relationships across all functions.

• Excellent project management skills, including demonstrated ability to lead projects across teams where influencing skills are required

• Basic Knowledge of all financial industries

• 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. 

Background Check Process

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:

• Employment verification

• Education verification

• Credit inquiry

• 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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Broadridge associates helped us envision our Connected Workplace - a work model that allows associates around the globe, dependent upon their role responsibilities, take advantage of the benefits of both on-site and off-site work to support our clients, one another, and the communities where we live and work. Our Connected Workplace is grounded in the concept of FACS: Flexible, Accountable, Connected, and Supported, which is our commitment to our associates. FACS supports our strong culture and allows us to achieve business goals while supporting meaningful work-life integration for our associates.
We are dedicated to fostering a diverse, equitable, and inclusive environment and committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates can only 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 diversity in all its dimensions.