Senior Problem Management Associate

Let’s be #BrilliantTogether

ISS STOXX is growing! ISS STOXX is actively looking for an Senior Problem Management Associate to Join the Mumbai Team (Goregaon East).

Overview:

The IT Problem Management Associate is accountable for managing the lifecycle of all problems, from identification to resolution, with a focus on reducing the frequency and impact of incidents. This role involves coordinating with various IT teams, stakeholders, and third-party vendors to diagnose and resolve recurring issues and prevent future occurrences.

Responsibilities:

Problem Identification & Diagnosis:

• Conduct root cause analysis (RCA) to identify the underlying issues causing incidents.

• Investigate and analyze incident data and trends to identify problem candidates.

• Collaborate with incident managers and technical teams to pinpoint areas for problem investigation.

Problem Control:

• Maintain a problem register with all ongoing and closed problems.

• Prioritize problems based on business impact, urgency, and frequency of recurrence.

• Coordinate across multiple teams to develop action plans for resolving problems.

• Escalate unresolved problems to appropriate levels, ensuring timely action.

Preventative Measures:

• Develop and implement solutions or workarounds to prevent incidents from recurring.

• Work with Change Management to ensure that proposed fixes are tested and deployed effectively.

• Identify and manage known errors, ensuring they are communicated to relevant teams.

Reporting & Documentation:

• Create detailed problem reports and RCA documentation.

• Track problem resolution progress and ensure that corrective actions are completed.

• Provide regular updates to stakeholders on problem management activities and outcomes.

Continuous Improvement:

• Analyze trends in incidents and problems to improve the overall stability of IT services.

• Lead post-problem reviews and recommend process improvements for problem prevention.

• Collaborate with the Service Delivery, Incident, and Change Management teams to enhance service reliability.

Stakeholder & Vendor Management:

• Liaise with vendors and third-party service providers to ensure they address and resolve problems within their remit.

• Maintain communication with key business stakeholders, updating them on problem progress and resolution.

Qualifications:

• Strong 5-7 years of experience in ITIL Problem Management processes.

• Proven ability to conduct root cause analysis and identify long-term solutions.

• Excellent communication and collaboration skills to work across teams and stakeholders.

• Ability to prioritize and manage multiple problem cases simultaneously.

• Experience with IT Service Management (ITSM) tools like ServiceNow, BMC Remedy, or JIRA.

• Knowledge of incident management, change management, and their integration with problem management.

• Analytical mindset with attention to detail and a focus on continuous improvement.

• Bachelor's degree in Information Technology, Computer Science, or related fields.

• ITIL Foundation or higher certification.

• Prior experience in a similar role, especially in large, complex IT environments.

• Familiarity with service delivery in cloud, infrastructure, or networking environments

#ASSOCIATE

#DEVELOPMENT

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What you can expect from us

Our people are the moving force behind ISS STOXX. We are dedicated to hiring the best, most talented people in our industry and empowering them with the resources and support to enhance their career, health, financial and personal well-being. 

We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We are invested in our people and are working every day to ensure a diverse, equitable, and inclusive workplace.

Let’s empower, collaborate, and inspire one another. 

Let’s be #BrilliantTogether.

About ISS STOXX

ISS STOXX GmbH is a leading provider of research and technology solutions for the financial market. Established in 1985, we offer top-notch benchmark and custom indices globally, helping clients identify investment opportunities and manage portfolio risks. Our services cover corporate governance, sustainability, cyber risk, and fund intelligence. Majority-owned by Deutsche Börse Group, ISS STOXX has over 3,400 professionals in 33 locations worldwide, serving around 6,400 clients, including institutional investors and companies focused on ESG, cyber, and governance risk. Clients trust our expertise to make informed decisions for their stakeholders' benefit. 

STOXX® and DAX® indices comprise a global and comprehensive family of more than 17,000 strictly rules-based and transparent indices. Best known for the leading European equity indices EURO STOXX 50®, STOXX® Europe 600 and DAX®, the portfolio of index solutions consists of total market, benchmark, blue-chip, sustainability, thematic and factor-based indices covering a complete set of world, regional and country markets. STOXX and DAX indices are licensed to more than 550 companies around the world for benchmarking purposes and as underlyings for ETFs, futures and options, structured products, and passively managed investment funds. STOXX Ltd., part of the ISS STOXX group of companies, is the administrator of the STOXX and DAX indices under the European Benchmark Regulation. 

Visit our website: https://www.issgovernance.com

View additional open roles: https://www.issgovernance.com/join-the-iss-team/

Institutional Shareholder Services (“ISS”) is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. It is our policy to prohibit discrimination or harassment against any applicant or employee on the basis of race, color, ethnicity, creed, religion, sex, age, height, weight, citizenship status, national origin, social origin, sexual orientation, gender identity or gender expression, pregnancy status, marital status, familial status, mental or physical disability, veteran status, military service or status, genetic information, or any other characteristic protected by law (referred to as “protected status”). All activities including, but not limited to, recruiting and hiring, recruitment advertising, promotions, performance appraisals, training, job assignments, compensation, demotions, transfers, terminations (including layoffs), benefits, and other terms, conditions, and privileges of employment, are and will be administered on a non-discriminatory basis, consistent with all applicable federal, state, and local requirements.