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Broadridge Financial Solutions Sr Problem Manager (Hybrid - Flexible Options) in Newark, New Jersey

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If youre passionate about developing your career, while helping others along the way, come join the Broadridge team.

Broadridge is growing! We are seeking a Problem Manager to join our team. We are looking for someone to drive root cause analysis, with a focus on incident prevention and operational stability. This responsibility includes collaborating and partnering with the entire organization to drive action and foster growth. As a member of the TSS Infrastructure team, the Problem Manager is both technically competent and business oriented. The Problem Manager must able to work outside of normal business hours.

Responsibilities

  • Drive Root cause analysis to resolution. Ensure accurate and executive level document is prepared.

  • Ensure that Problem Management processes are followed and that incident postmortems are completed to gather process deviations and areas for improvements

  • Coordinate with peer managers worldwide on resources, issues, and schedules

  • Assemble, work with, and lead cross-organizational teams

  • Manage accurate and consistent RCA information is documented

  • Create and maintain recovery playbooks for commonly occurring customer patterns and issues

  • Primary lead for RCA and follow up on action identified during the root cause analysis call

  • Event analysis, applying the ITIL framework for severity and impact

  • Manage internal communications at an executive level

  • Timeline documentation and review

  • Manage communications with high level summary

  • Setup reoccurring follow up bridge calls

  • Post event program management

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

  • Support the Problem management process and accurately assign the categorization of the incident

  • Identifying 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

  • Bachelors 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

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Disability Assistance

We recognize that ensuring our long-term success means creating an environment where everyone is welcome, where everyone's strengths are valued and where everyone can perform at their best. Broadridge provides equal employment opportunities to all associates and applicants for employment without regard to race, color, religion, sex (including sexual orientation, gender identity or expression and pregnancy), marital status, national origin, ethnic origin, age, disability, genetic information, or military or veteran status and other protected characteristics protected by applicable federal, state, or local laws. US applicants: Click here (https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm) to view the "EEO is the Law" poster. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation in the event you are unable or limited in your ability to use or access the Company's career webpage because of your disability. You may request a reasonable accommodation(s) by calling 888-237-7769 or by sending an email to BRcareers@broadridge.com .

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