About this role

BlackRock is a global investment management corporation, renowned for its expertise in providing innovative financial solutions to clients worldwide. With a commitment to technological advancement and operational excellence, BlackRock continually seeks talented individuals to join its dynamic teams.

BlackRock is one of the world’s preeminent asset management firms and an outstanding provider of global investment management, risk management and advisory services to institutional, intermediary, and individual investors around the world.

BlackRock offers a range of solutions — from rigorous fundamental and quantitative active management approaches sought at maximizing outperformance to highly efficient indexing strategies crafted to gain broad exposure to the world’s capital markets. Our clients can access our investment solutions through a variety of product structures, including individual and institutional separate accounts, mutual funds, and other pooled investment vehicles. BlackRock is global but close-knit team of individuals who share a common goal of providing the very best possible level of support to our business partners and customers. From the top of the firm down, we embrace the diversity of values, identities and ideas brought by our employees. We are serious about our people and offer Flexible Time Off, collaborative working spaces and several other benefits.

You can work with us at one of top FinTech companies. We sell our Aladdin platform to over 200 of the top global corporations, in total managing about quarter of all the world’s money under management.

Team Overview

The Service Management group within Mission Control is a global team, responsible for running the Incident, Problem and change Management processes ensuring the stability of the Aladdin platform while supporting a fast pace of innovation for BlackRock and our external clients.

Collaborating with skilled professionals across the globe and managing a broad range of technologies and applications, the department delivers service quality and excellence through teamwork, collaboration, innovating operational processes, and being part of the One BlackRock culture.

This is an exciting time to join as the team is growing with investment into people and new tooling including Service Now.

Role

Problem Management at BlackRock is the process which aims to manage the lifecycle of underlying problems. This is achieved by identifying root cause and coordinating workarounds, enhancements, and changes to prevent recurrence.

This includes governance and oversight of incident data which is used by multiple stakeholders and management of problem and follow-up tasks

This requires both reactive and proactive procedures which include data driven analysis, identification and remediation of reoccurring incidents and the discovery of problems

An individual selected for this position will be responsible for leading some of the most critically important production problems for Blackrock and external Aladdin clients. An individual in this role will have the opportunity to build relationships with Business and Technology teams across the globe through exposure to financial market workflows, applications, and technologies both crafted and adopted by BlackRock.

As a Problem Manager at BlackRock, you will play a crucial role in ensuring the stability and reliability of our Aladdin software and infrastructure. You will be responsible for identifying, analyzing, and resolving complex problems that may impact the performance or availability of our platform.

Key Responsibilities:

Problem Identification - Proactively identify and prioritize potential issues within the Aladdin software and infrastructure environment.

Root Cause Analysis - Conduct thorough investigations to determine the underlying causes of incidents and problems, leveraging various diagnostic tools and methodologies.

Task Management Administering - Governing the incident and problem follow-up task process, ensuring enhancements & changes are implemented to prevent reoccurrence of incidents

Collaboration - Work closely with cross-functional teams, including product owners, product managers, client and business stakeholders, to address and resolve problems in a timely manner.

Documentation - Maintain accurate records of incidents, problems, and resolutions in accordance with established processes and procedures.

Reporting - Create and publish reports using the latest technology including PowerBi and Service Now

Continuous Improvement - Drive continuous improvement initiatives to enhance the stability, performance, and resilience of the Aladdin platform.

Risk Management - Working with the Audit and Risk teams to Identify potential risks & operating events and vulnerabilities within the Aladdin software and infrastructure, implementing controls and mitigation strategies as needed.

The role will be predominantly 9am-6pm, Monday -Friday however candidates will be expected to do a subset of weekends running specific enhancements or covering operational shifts.

Role Responsibility and Qualifications

The candidate is encouraged to have tried knowledge and experience in all parts of the IT delivery life cycle (examples include Incident Problem, Change, Operations, PDLC and SDLC). We are seeking talent that has a passion for technical troubleshooting, leads change, thinks in an innovative way, values teamwork, has emotional ownership, is able to work autonomously & as part of a team and will go above and beyond to help develop the company. Our team has wide and multifaceted abilities, but we would encourage applications from candidates with the following skills:

University Degree 4+ years of experience in a service management role Proven experience in problem management or a similar role Experience operating within an ITIL framework Background in supporting critically important applications Strong analytical and troubleshooting skills, with the ability to quickly diagnose and resolve complex technical issues Ability to prioritize multiple concurrent demands Proactive mindset with a focus on driving continuous improvement and delivering exceptional service to internal stakeholders.

Updating escalation & operational procedures and training manuals as required. Coordinate resolution of sophisticated technical problems with a variety of diverse applications and teams. Basic technical skills and data driven analysis in the following areas – desktop technology, TCP/IP networking, UNIX commands, SQL queries, and an understanding of SDLC. Strong Leadership,

Excellent oral and written communication skills. Good interpersonal skills and attention to detail, Strong problem solving, analytical, and leadership skills. Ability to work both independently and as part of a team effort. Quick learner who will learn new systems or processes, highly motivated individual who takes full ownership of responsibilities.

Advantages / Nice to haves

• Experience working in the Financial Services industry

• Knowledge of cloud computing platforms like Azure, AWS, etc. and understanding of different service models (IaaS, PaaS, SaaS)

• Knowledge in programming languages such as Python to automate common tasks and a basic knowledge of IT Configuration Management, Deployment & Orchestration tools like Ansible

• Data analysis skills e.g., Splunk, Grafana, Tableau, MS Excel

• Basic finance domain knowledge and understanding of financial products (like Fixed Income, Equities, Derivatives etc.)

• Powerbi and Advanced Excel skills

Our benefits

To help you stay energized, engaged and inspired, we offer a wide range of benefits including a strong retirement plan, tuition reimbursement, comprehensive healthcare, support for working parents and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.

Our hybrid work model

BlackRock’s hybrid work model is designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees, while supporting flexibility for all. Employees are currently required to work at least 4 days in the office per week, with the flexibility to work from home 1 day a week. Some business groups may require more time in the office due to their roles and responsibilities. We remain focused on increasing the impactful moments that arise when we work together in person – aligned with our commitment to performance and innovation. As a new joiner, you can count on this hybrid model to accelerate your learning and onboarding experience here at BlackRock.

About BlackRock

At BlackRock, we are all connected by one mission: to help more and more people experience financial well-being. Our clients, and the people they serve, are saving for retirement, paying for their children’s educations, buying homes and starting businesses. Their investments also help to strengthen the global economy: support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress.

This mission would not be possible without our smartest investment – the one we make in our employees. It’s why we’re dedicated to creating an environment where our colleagues feel welcomed, valued and supported with networks, benefits and development opportunities to help them thrive.

For additional information on BlackRock, please visit @blackrock (http://careers.blackrock.com/) | Twitter: @blackrock (https://twitter.com/blackrock) | LinkedIn: www.linkedin.com/company/blackrock

BlackRock is proud to be an Equal Opportunity and Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, disability, protected veteran status, and other statuses protected by law.

BlackRock will consider for employment qualified applicants with arrest or conviction records in a manner consistent with the requirements of the law, including any applicable fair chance law.