Major Incident and Problem Manager, Associate · BlackRock

Fri, 24 Apr 2026 14:15:55 GMT
Engineering

BlackRock · Edinburgh · hybrid

About this role

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.

Incident Management is responsible for restoring service during production incidents and driving scalable stability improvements across BlackRock and its Aladdin clients.

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 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 to eliminate repeat incidents at a system level by operating an AI-first incident delivery model. The Major Incident & Problem Manager is accountable for turning incidents into measurable stability improvements,particularly those caused by change,and for building an incident operating rhythm where AI handles correlation, classification and narrative generation by default, allowing humans to focus on decision quality, tradeoffs and prevention.

Key Responsibilities

1. Lead major incidents as a decision authority (P1–P4)

Lead end-to-end management of production incidents, including investigation, recovery execution and 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 while maintaining consistent prioritization and escalation

1. Operate an AI-first incident workflow (human-validated, human-overridden when required)

Triage and categorize incidents using AI-driven classification, with human validation and override where appropriate

Drive AI-automated ticket routing and apply risk-based escalation judgment when automation is insufficient

Ensure incident timelines and summaries are produced to a high standard using AI-generated artefacts, correcting them where required

1. 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 safe, auditable and aligned with service ownership and operational readiness

1. 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

1. 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

1. Drive continuous service improvement and regulatory alignment

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 business-critical 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 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 judgment 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 AI-enabled productivity tooling

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

Familiarity with configuration management, deployment and orchestration tooling (e.g. Ansible)

Strong data analysis skills using tools such as Splunk, Grafana, Tableau, Excel and/or Power BI

Strong experience with ServiceNow and operational reporting

Our benefits

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.