Incident & Problem Manager
UK Visa Sponsorship Analytics
Analytics are greyed out due to low classification confidence (41.0%).
Occupation TypeFinancial accounts managers
Occupation Code Skill LevelHigher Skilled
Sponsorship Salary Threshold
£44,700
(£22.92 per hour)
Occupation rate applies
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Description
About This Role
About the BlackRock Returner Programme
The Returner Programme is designed to encourage and support a return to full-time work through a six-month paid internship starting in September 2025. The returner programme acts as a feeder to full-time permanent employment (subject to individual performance and market conditions).
How We Will Support You
The Service Management team provides industry‑standard Incident, Problem and Change Management, alongside infrastructure operational support for Aladdin. We operate using modern engineering practices and tooling, including ServiceNow and AI‑enabled workflows, and measure outcomes through clear operational metrics.
BlackRock operates a 24/7 Major Incident Management function supporting global clients across Europe, the Americas, Asia Pacific and India. This role is based in Edinburgh and is required to cover core European hours between 09:00 and 17:00.
Role
We are seeking an individual for a role of Problem Manager with a strong passion for technical troubleshooting.
This role exists to prevent the recurrence of incidents. A Problem Manager is accountable for identifying, owning, and eliminating the root causes of incidents to prevent recurrence and improve service stability
The role partners closely with Engineering and SRE / DevOps teams, leveraging automation, observability tooling and emerging AI‑driven insights. The successful candidate will have a DevOps mindset, be able to actively troubleshoot, and utilise and enhance AI and automation.
The role also includes participation in continuous improvement initiatives aimed at improving the stability, performance and resilience of the Aladdin platform, and enhancing Service Management services.
Key Responsibilities
About the BlackRock Returner Programme
The Returner Programme is designed to encourage and support a return to full-time work through a six-month paid internship starting in September 2025. The returner programme acts as a feeder to full-time permanent employment (subject to individual performance and market conditions).
How We Will Support You
- They will offer a variety of employee networks to help you integrate into the business and culture
- Provide a mentor and buddy for your day-to-day questions
- Provide coaching and peer support
- A career break of at least 24 months (no upper limit). During your career break you may have been working small-scale around other commitments or have not done any paid work.
- Prior experience in Investment Management or Financial Services
- Must be authorised to work in the UK
The Service Management team provides industry‑standard Incident, Problem and Change Management, alongside infrastructure operational support for Aladdin. We operate using modern engineering practices and tooling, including ServiceNow and AI‑enabled workflows, and measure outcomes through clear operational metrics.
BlackRock operates a 24/7 Major Incident Management function supporting global clients across Europe, the Americas, Asia Pacific and India. This role is based in Edinburgh and is required to cover core European hours between 09:00 and 17:00.
Role
We are seeking an individual for a role of Problem Manager with a strong passion for technical troubleshooting.
This role exists to prevent the recurrence of incidents. A Problem Manager is accountable for identifying, owning, and eliminating the root causes of incidents to prevent recurrence and improve service stability
The role partners closely with Engineering and SRE / DevOps teams, leveraging automation, observability tooling and emerging AI‑driven insights. The successful candidate will have a DevOps mindset, be able to actively troubleshoot, and utilise and enhance AI and automation.
The role also includes participation in continuous improvement initiatives aimed at improving the stability, performance and resilience of the Aladdin platform, and enhancing Service Management services.
Key Responsibilities
- Manage a robust Problem Management process to prevent incident recurrence
- Ensure root causes and preventative actions are clearly captured and translated into an effective Problem Management process.
- Identify incident trends and repeat patterns, driving scalable remediation to reduce recurrence
- Partner with Engineering and SRE / DevOps to embed learnings into automation, observability, runbooks and readiness controls.
- Design, build and actively maintain a Known Error Database that functions as a real‑time operational asset.
- Work with product teams to design, build and deliver a meaningful process for addressing repeat incidents.
- Deliver executive‑grade communications (AI‑drafted, human‑approved)
- Validate, approve and issue regular communications that are concise, informative and appropriate for stakeholders.
- Ensure communications accurately reflect impact, mitigation progress, key risks and confidence‑based ETAs.
- Drive continuous service improvement and regulatory alignment
- Drive process and tooling changes that support operational resilience and regulatory requirements, including DORA and GDPR, where applicable.
- Provide input and ownership for continual service improvement initiatives, with a primary focus on Agentic AI and its application to Incident Management.
- Creation of Reports to communicate Problem progress
- Experience in Incident / Problem Management within a production environment supporting business‑critical platforms.
- Proven ability to lead multiple simultaneous problems and drive structured recovery under pressure.
- DevOps mindset, with comfort using observability tooling, automation and operational engineering practices.
- Ability to produce clear, high‑quality communications suitable for senior stakeholders.
- Experience operating AI systems for triage, correlation and narrative generation, with sound judgement on when outputs require validation or override.
To help you stay energized, engaged and inspired, we offer a wide range of employee benefits including: retirement investment and tools designed to help you in building a sound financial future; access to education reimbursement; comprehensive resources to support your physical health and emotional well-being; family support programs; 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 | Twitter: @blackrock | LinkedIn: www.linkedin.com/company/blackrock
BlackRock is proud to be an Equal Opportunity Employer. We evaluate qualified applicants without regard to age, disability, race, religion, sex, sexual orientation and other protected characteristics at law.
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 | Twitter: @blackrock | LinkedIn: www.linkedin.com/company/blackrock
BlackRock is proud to be an Equal Opportunity Employer. We evaluate qualified applicants without regard to age, disability, race, religion, sex, sexual orientation and other protected characteristics at law.