Problem Coordinator - Officer

Role Overview State Street is seeking an experienced Problem Coordinator to join its Global Production Management team in Hyderabad. This role is a critical part of the Problem Management function that operates on a follow-the-sun support model, managing and driving problem investigations across global infrastructure and application environments. You will work at the intersection of technology and business, helping one of the world's leading financial services organisations maintain service excellence and operational resilience. Key Responsibilities - Coordinate Problem Management investigations for critical Major Incidents by engaging technical and business stakeholders across regions - Execute Problem Management process tasks in line with global ITIL-aligned standards and governance requirements - Drive timely opening, escalation, updating, and closure of problem tickets to ensure adherence to defined SLAs - Facilitate bridge calls with internal teams, client infrastructure groups, and third-party vendors to track root cause determination and remediation progress - Analyse incident and event tickets to identify recurring trends and proactively create, assign, and monitor ad-hoc problem records - Communicate problem investigation updates and publish postmortem reports to a global audience that includes executive leadership - Interface with key stakeholders across seniority levels and cultural backgrounds in high-pressure environments to establish what went wrong and define preventive measures - Assist in the creation and assignment of improvement tasks to enhance service predictability and quality - Maintain and continuously improve Problem Management process documentation and communication standards Required Qualifications - Minimum 10 years of experience in Information Technology - Strong working knowledge of the ITIL V3 or V4 framework at Foundation level or above - Additional ITIL qualifications such as CSI or Service Operations are a distinct advantage - Experience with ServiceNow for operational and reporting purposes is preferred - Broad understanding of infrastructure and application domains including Network, Security, Open Systems, Mainframe, Storage, Database, Middleware, Cloud, End User Computing, and Applications - Excellent written, verbal, and presentation communication skills with the ability to summarise findings clearly for varied audiences - Proven analytical and problem-solving abilities with experience coordinating across multidisciplinary and multicultural teams - Strong stakeholder management skills with composure and effectiveness under pressure Why Join Us State Street offers a collaborative, innovation-driven environment where your technical expertise will directly shape the digital transformation of a globally respected financial services institution. You will benefit from inclusive development opportunities, flexible work-life support, and a culture that values every employee's contribution to our shared success.

- Minimum 10 years of IT industry experience - Strong knowledge of ITIL V3 or V4 framework - Additional ITIL certifications such as CSI or Service Operations preferred - Hands-on experience with ServiceNow operations and reporting - Broad exposure to infrastructure domains including Network, Cloud, Mainframe, Storage, and Middleware - Excellent communication and stakeholder management skills - Strong analytical thinking and proactive problem-solving capabilities - Ability to coordinate across geographically distributed and multicultural teams - Composure and effectiveness when managing high-pressure or demanding situations

- Opportunity to work with a globally respected financial services organisation - Inclusive and collaborative work environment - Flexible work-life support initiatives - Paid volunteer days - Access to vibrant employee networks - Professional development and growth opportunities - Hybrid work model with four days in office