SS&C Intralinks: Problem Manager, Infrastructure, ITIL, Cloud

Technical Problem Manager

As the Technical Problem Manager, your primary responsibility is to lead cross functional teams to track problems within our infrastructure technology and product, and identify areas of opportunity to improve the quality of product and service by applying preventative measures. We are looking for a passionate leader and problem solver. The successful candidate will build excellent working relationships with multiple teams, empower his/her team to ensure identification, closure, prevention and root cause of problems are found in a timely manner. All aspects of the work will be well structured and conducted utilizing ITIL practices adapted for service offerings.

Primary Duties and Responsibilities:

  • Proactively detect and prevent future problems/incidents and initiate the Problem Management process to allow quicker diagnosis and resolution
  • Prepare statistics, KPI and trend reports for use in the problem management process
  • Identify problems through the review and focus on optimizing processes
  • Collaborate with subject matter experts to refine operating processes and procedures to deliver and restore service more efficiently
  • Coordinate, convene and facilitate major incident and problem review meetings
  • Ensure the problems progress through the Problem Management process in a timely and prioritized fashion
  • Create and deliver external content regarding service disruptions
  • Ensure that the problem management information reflects accurate errors and is complete
  • Manage and maintain information stored in the problem database
  • Maintain a comprehensive understanding of all aspects of product delivery and operations
  • Maintains inventory of problems under analysis and their current progress and status

Required Qualifications/Skills:

  • Minimum of 5 years of experience in providing complex SaaS customer support, management, and/or supervision
  • ITIL certification or 3 years of working experience as a Problem Manager
  • Ability to effectively operate with high energy and flexibility in a fast-paced, constantly-evolving team environment
  • Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT Professionals, Developers, and Architects
  • Ability to navigate and translate complex issues and create collaborative, cross-functional solutions
  • High degree of organizational skills
  • Cloud and Colo experience
  • Experience/knowledge in core technology
    • Cloud
    • Database
    • Network
    • VMware
    • Linux/MS OS
    • Security principles

Employee Testimonials

Peter Frintzilas
Senior Vice President and Head of Corporate Strategy

“I am very excited about the next evolution of Intralinks.  We have the unique opportunity to build upon the strength of our brand and experience in the financial services industry to create a portfolio of critical applications that help facilitate the world’s most strategic transactions and banking relationships.  With the decision to invest in new cutting-edge cloud, security, artificial intelligence, and machine learning technologies, coupled with our top-notch employees, a rock star executive team and a world class PE ownership firm, we are on the path to create an industry leading FinTech company.”

Elena Dolghi Intralinks
Elena Dolghi
Director, Global Talent Acquisition & People Analytics

“Intralinks is where innovation and passion live. As the premier technology partner for global banking, deal making and capital markets our vision is synonymous with trust, quality and expertise.

I am proud to be part of this dedicated team committed to the development of our employees and success of our customers. Our people is at the core of everything we do and the main reason for our success, and we are always on the lookout for great talent to keep building upon quality, expertise and trust!”