Major Incident and Problem Manager, Associate

Team Overview

The Service Management team provides industrystandard Incident Problem and Change Management alongside infrastructure operational support for Aladdin. Weoperateusing modern engineering practices and tooling including ServiceNow and AIenabled workflows and measure outcomes through clear operational metrics.

Incident Managementis responsible forrestoring service during production incidents and driving scalable stability improvements across BlackRock and its Aladdin clients.

BlackRockoperatesa 24/7 Major Incident Management function supporting global clients across Europe the Americas AsiaPacificand India. This role is based in Edinburgh and isto cover core European hours between 09:00 and 18:00 Monday to Sunday with rotational weekend working.

Role

We are seeking an experienced Incident & Problem Manager (5 years) with a strong passion for technical troubleshooting and the ability to lead multiple simultaneous incidents.

This role exists to deliver rapid time to detect and time to resolve and toeliminaterepeat incidents at a system level byoperatingan AIfirst incident delivery model. The Major Incident & Problem Manager is accountable for turning incidents into measurable stability improvementsparticularly those caused by changeand for building an incident operating rhythm where AI handles correlationclassificationand narrative generation by default allowing humans to focus on decision quality tradeoffs and prevention.

In complex distributed platforms incidents are often slowed by manual triage fragmentedownershipand timeconsuming coordination. This role addresses those challenges by creating a decisioncentric incident response model powered by AIdriven signal correlation and automationfirst execution ensuring that:

• The right responders are engaged faster

• Themost likely causesareidentifiedsooner

• Mitigation decisions are taken with clearer risk framing

• Communicationsremainaccurateandtimely

• Repeat failures are systematically removed rather than documented

The role partners closely with Engineering and SRE / DevOps teamsleveragingautomation observabilitytoolingand emerging AIdriven 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 stabilityperformanceand resilience of the Aladdin platform and enhancing Service Management services.

Key Responsibilities

1. Lead major incidents as a decision authority (P1P4)

• Lead endtoend management of production incidents including investigation recoveryexecutionand closure

• Run incidents as a decision system driving clarity on what is known what is suspected and what action is taken next

• Manage multiple simultaneous incidents whilemaintainingconsistent prioritisation and escalation

2. Operate an AIfirst incident workflow (humanvalidated humanoverridden when required)

• Triage and categorise incidents using AIdriven classification with human validation and override where appropriate

• Drive AIautomated ticket routing and apply riskbased escalation judgement when automation is insufficient

• Ensure incident timelines and summaries are produced to a high standard using AIgenerated artefacts correcting them where

3. Supervise automated remediation and agentic responders

• Supervise automated remediation and agentic responders intervening to pause override or redirect when risk requires

• Ensure automated remediation is safeauditableand aligned with service ownership and operational readiness

4. 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

• Identifyincident trends and repeat patterns driving scalable remediation to reduce recurrence

• Partner with Engineering and SRE / DevOps to embed learnings into automation observabilityrunbooksand readiness controls

• Design build and activelymaintaina Known Error Database that functions as a realtime operational asset

• Work with product teams to design build and deliver a meaningful process for addressing repeat incidents

5. Deliver executivegrade communications (AIdrafted humanapproved)

• Validateapproveand issue regular communications that are conciseinformativeandappropriate forstakeholders

• Ensure communications accurately reflect impact mitigation progress keyrisksand confidencebased ETAs

6. 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

Required Experience and Capabilities (Must Have)

• 5 years experience in Incident and Problem Management within a production environment supporting businesscritical platforms

• Strong technical troubleshooting capability with the ability to engage credibly with engineers during complex failures

• Proven ability to lead multiple simultaneous incidents and drive structured recovery under pressure

• DevOps mindset with comfort using observability toolingautomationand operational engineering practices

• Ability to produce clear highquality communications suitable for senior stakeholders

• Experience operating AI systems for triagecorrelationand narrative generation with sound judgement on when outputs require validation or override

• Ability to translate repetitive incident activity into automation requirements and drive adoption with engineering partners

Advantages / Desirable Qualities

• Experience working in or with FinTech or regulated environments

• Knowledge of cloud platforms such as Azure and/or AWS and understanding of IaaS / PaaS / SaaS service models

• Experience with Microsoft Copilot and AIenabled productivity tooling

• Programming capability (e.g. Python) to automate common tasks or prototype improvements

• Familiarity with configuration managementdeploymentand orchestration tooling (e.g. Ansible)

• Strong data analysis skills using tools such as Splunk Grafana TableauExceland/or Power BI

• Strong experience with ServiceNow and operational reporting