Problem Management Ops Lead

About the Role:

Grade Level (for internal use):

11

S&P Global Corporate

About the Role: Problem Management Ops Lead

The Team: Our Digital Technology Services team enables a culture & mindset of Client-First & Architecture-First with a focus on delivering value through disciplined program delivery. Continuing to improve our service resiliency, employee productivity, innovation & overall employee engagement. Sitting within the CIO organization, Digital Technology Services (DTS) are enterprise shared services enabling people, functions, and divisions by providing secure, reliable and seamless solutions to customers and our people. We take a community approach in making decisions in partnership with stakeholders who are consumers of our services, with the belief that technology allows people to do their best work. 

We drive S&P Global to Power the Markets of the Future by working as trusted partners delivering secure, scalable, resilient, and innovative services and solutions that enable seamless experiences for our people and customers. 

Responsibilities and Impact: By fulfilling these responsibilities, a Problem Management Ops Lead plays a crucial role in enhancing operational resilience, improving service Quality, delivering better services, and ultimately contributing to the organization's overall success. 

• Establish and maintain a robust problem management governance framework, including policies, processes, and procedures. 

• Oversee the investigation and analysis of complex IT (Information Technology) problems, identifying root causes and implementing sustainable solutions. 

• Collaborate with cross-functional teams, including incident, change management, to ensure a comprehensive approach to problem resolution. 

• Develop and implement problem management metrics and key performance indicators (KPIs) to measure the effectiveness of the problem management process. 

• Continuously monitor and report on problem management performance, identifying areas for improvement and driving continuous service improvement initiatives. 

• Provide training and guidance to Stakeholders on problem management best practices. 

• Serve as a subject matter expert and strategic advisor on problem management, contributing to the overall IT service delivery strategy. 

• Ensure compliance with industry standards and best practices, such as ITIL, and adapt the problem management process accordingly. 

• Foster a culture of continuous learning and knowledge sharing within the problem management team. 

What We’re Looking For:

Basic Required Qualifications:

• Bachelors/ master's degree in engineering, Science, Computers or Management stream 

• 7+ years of experience in IT Service Management, specifically in Problem Management. 

• ITIL 4 Certification is a plus. 

• Ability to partner with stakeholders across multiple teams and regions 

• Strong analytical skills and ability to think laterally to provide innovative solutions to problems, understands the ‘why’ 

• Effective interpersonal, written, and verbal communication skills required, with the ability to explain complex issues easily

• Highly organized with ability to plan and oversee execution of tasks 

• Process oriented with a focus on operational efficiency 

• Produce high standard of documentation 

• Proactive and solutions-oriented problem solver 

• Strong Operations background 

• Understanding of Service Management commitment to providing exceptional customer service 

• Candidate must be client focused and possess strong problem-solving skills with the ability to learn new concepts and applications quickly 

• Ability to work effectively in a fast-paced environment 

• Flexible and able to adapt to change 

• Self-Starter who can work independently with minimal supervision 

• Must be able to drive consensus driven change across a global organization at varied levels 

• Ability to work as part of a team is critical to success, not just regionally but with global team members 

What’s In It For You?

Our Purpose:

Progress is not a self-starter. It requires a catalyst to be set in motion. Information, imagination, people, technology–the right combination can unlock possibility and change the world.
Our world is in transition and getting more complex by the day. We push past expected observations and seek out new levels of understanding so that we can help companies, governments and individuals make an impact on tomorrow. At S&P Global we transform data into Essential Intelligence®, pinpointing risks and opening possibilities. We Accelerate Progress.

Our People:

We're more than 35,000 strong worldwide—so we're able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.
From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. We’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. We’re constantly seeking new solutions that have progress in mind. Join us and help create the critical insights that truly make a difference.

Our Values:
 

Integrity, Discovery, Partnership

At S&P Global, we focus on Powering Global Markets. Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals.
Benefits:

We take care of you, so you can take care of business. We care about our people. That’s why we provide everything you—and your career—need to thrive at S&P Global.
Our benefits include: 

• Health & Wellness: Health care coverage designed for the mind and body.

• Flexible Downtime: Generous time off helps keep you energized for your time on.

• Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.

• Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.

• Family Friendly Perks: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.

• Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.

For more information on benefits by country visit: https://spgbenefits.com/benefit-summaries

Diversity, Equity, and Inclusion at S&P Global:
At S&P Global, we believe diversity fuels creative insights, equity unlocks opportunity, and inclusion drives growth and innovation – Powering Global Markets. Our commitment centers on our global workforce, ensuring that our people are empowered to bring their whole selves to work. It doesn’t stop there, we strive to better reflect and serve the communities in which we live and work, and advocate for greater opportunity for all.

103 - Middle Management (EEO Job Group) (inactive), 10 - Officials or Managers (EEO-2 Job Categories-United States of America), IFTECH103.2 - Middle Management Tier II (EEO Job Group)