Major Incident and Problem Manager, Associate

About this role Team Overview 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, trade‑offs and prevention. In complex distributed platforms, incidents are often slowed by manual triage, fragmented ownership and time‑consuming coordination. This role addresses those challenges by creating a decision‑centric incident response model, powered by AI‑driven signal correlation and automation‑first execution, ensuring that: The right responders are engaged faster The most likely causes are identified sooner Mitigation decisions are taken with clearer risk framing Communications remain accurate and timely Repeat failures are systematically removed rather than documented 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 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 prioritisation and escalation 2. Operate an AI‑first incident workflow (human‑validated, human‑overridden when required) Triage and categorise incidents using AI‑driven classification, with human validation and override where appropriate Drive AI‑automated ticket routing and apply risk‑based escalation judgement when automation is insufficient Ensure incident timelines and summaries are produced to a high standard using AI‑generated artefacts, correcting them where required 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 safe, auditable and 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 Identify incident trends and repeat pa ... (truncated, view full listing at source)