Problem Manager

About Us:

LSEG (London Stock Exchange Group) is more than a diversified global financial markets infrastructure and data business. We are dedicated, open-access partners with a dedication to excellence in delivering the services our customers expect from us. With extensive experience, deep knowledge and worldwide presence across financial markets, we enable businesses and economies around the world to fund innovation, manage risk and create jobs. It's how we've contributed to supporting the financial stability and growth of communities and economies globally for more than 300 years. Through a comprehensive suite of trusted financial market infrastructure services - and our open-access model - we provide the flexibility, stability and trust that enable our customers to pursue their ambitions with confidence and clarity.

LSEG is headquartered in the United Kingdom, with significant operations in 70 countries across EMEA, North America, Latin America and Asia Pacific. We employ 25,000 people globally, more than half located in Asia Pacific.

Proud to share LSEG in Romania is Great Place to Work certified (Sept '24 - Sept '25). Learn more about life and purpose of our company directly from the Romanian colleagues' video: Bucharest, Romania | Where We Work | LSEG

Job Description Summary

The Problem Manager is responsible for identifying, analyzing and driving the resolution of recurring incidents and underlying problems within LSEG.

This role ensures a proactive approach to Problem Management, focusing on reducing business impact and preventing future incidents through effective root cause analysis and collaboration with engineering and operations team.

Key Responsibilities:

• Lead the root cause analysis process for major and reoccurring incidents ensuring thorough investigations and follow up actions
• Ensure all problem records are accurately documented in ITSM tool adhering to the Problem Management Process, Procedures and Standards
• Proactively identify incident trends and problem themes, working closely with engineering teams to mitigate risks and assist in implementing the preventative actions
• Drive Problem Resolution by working closely with technical teams, vendors, service owners and support teams to ensure timely resolution through implementing permanent fixes or workarounds.
• Provide Senior leadership level reporting on problem trends, RCA findings and any major risks identified through the Problem Process
• Collaborate with Stakeholders to drive Continuous Improvement for problem resolution efficiency
• Support audit and compliance activities by maintaining accurate problem records and documentation
• Provide training and guidance about Problem Management process to the Business Divisions

Required skills & Work Experience:

• Proven experience in IT Problem Management, Service Management or a similar role within a complex Enterprise IT environment
• Strong understanding of ITIL Problem Management
• Principles and best practices
• Hands on experience on Root Cause analysis methodologies including technical investigation and process improvement
• Hands on experience working with ITSM tools such as Service Now for managing Problems and Reporting
• Strong Data Analysis & Reporting skills with the ability to identify Patterns, Trends & efficiently present insights to Senior Leadership
• Excellent Stakeholder Management and collaboration skills (experience working with global teams)
• Ability to analyse Incident trends to identify opportunities for Service Improvement areas
• Knowledge of infrastructure, cloud & core application services within an IT environment
• Experience working in Financial Services or other highly Regulated Industries is a plus

Qualifications:

• ITIL certification
• Bachelor's degree
• Proficient in English both verbal and writing

Benefits:

We are looking for intellectually curious people, passionate about the bigger picture of how technology industry is evolving, ready to ask difficult questions and deal with complicated scenarios! If you are creative and a problem solver, this is the place to be as will be supporting you to fast-forward your career!

We maximise each employee's potential through personal development through a wide range of learning tools both formal and informal. We believe in remunerating our people with competitive salaries and a range of attractive benefits such as:

• 25 days' holiday per year
• 1 additional day off for your Birthday
• Annual wellness allowance
• Share Purchase Plan
• Medical Health Insurance
• Medical Subscription (preventive medical services)
• Dental Coverage
• Life insurance
• Pillar 3 Private Pension
• Meal Vouchers
• Flexible Benefits
• Bookster
• Volunteering Events
• All LSEG colleagues with at least one year's continuous service, who become parents, are now entitled to at least 26 weeks' paid leave, and the option to return to work on a phased basis, in relation with specific company's policy and guidelines

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone's race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.

Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it's used for, and how it's obtained, your rights and how to contact us as a data subject.

If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.