Job PurposeThe Problem Management team is responsible for delivering robust and effective problem management across the National Grid IS Ecosystem resulting in the provision of stable and reliable IS Services to the National Grid business.
Your focus will be on ownership of assigned problems and driving a thorough business-led root cause analysis for those problems to minimize the future impact of incidents, and to identify and address contributing factors to the root cause.
In addition there will be an increased focus on proactive analysis where the intent of the Problem Management team is to remove the causes of incident before they have had a detrimental impact.
Key Accountabilities- Own application maintenance for Customer Billing and Meter-to-Cash, ensuring availability, service-level performance, minimal disruption, and alignment with business objectives.
- Lead incident resolution, problem prevention, service reviews, capacity, recovery, continuity, and support readiness; use measures and root-cause analysis to drive accountability.
- Build trusted relationships with business executives, technology leaders, vendors, and delivery teams; present portfolio status, risks, priorities, and recommendations.
- Manage financial plans and targets, assess industry trends, and ensure system, technical, and product architecture supports business strategy.
Service Management, Vendor Governance & Compliance- Govern ITSM practices across incident, problem, change, release, request, knowledge, configuration, and service-level management; maintain accurate records, documentation, configuration data, and audit evidence.
- Lead major incidents and production changes through risk assessment, approvals, readiness validation, implementation oversight, rollback planning, stakeholder communication, and preventive action.
- Manage multi-vendor, onshore, and offshore delivery; enforce contracts, service levels, staffing, skills, knowledge transfer, escalation coverage, continuity, and corrective action.
- Own SOX, cybersecurity, privacy, and regulatory compliance, including access governance, segregation of duties, privileged access, changes, job processing, interfaces, evidence retention, audits, risk remediation, and control effectiveness.
Improvement, Transition & People Leadership- Own the improvement roadmap, using service trends, control findings, stakeholder input, and industry practices to prioritize measurable reliability, productivity, recovery, change, control, and customer-experience outcomes.
- Advance AI, AIOps, monitoring, self-healing, workflow automation, and operational tooling; manage technical debt and lifecycle plans for modernization, upgrades, retirement, or replacement.
- Partner with delivery, architecture, and engineering teams to establish operational acceptance criteria and transition supportable, scalable, secure solutions into production.
- Lead and develop a high-performing, inclusive support organization through clear accountability, workforce and succession planning, coaching, training, cross-training, knowledge management, documentation, and continuity planning.
Qualifications- Bachelor's degree in computer science, engineering, or related field; master's preferred.
- 10+ years in technology supporting large-scale, business-critical enterprise applications and 5+ years leading application maintenance or support organizations.
- Experience directing distributed U.S., managed-service, and offshore teams; managing vendors, budgets, forecasts, and expenditures.
- Strong knowledge of ITIL, incident, problem, change, and release management, plus Agile delivery methods including Scrum and Kanban.
- Proven regulatory, compliance, and audit experience with excellent executive communication, presentation, negotiation, facilitation, consensus-building, and team leadership skills.
Preferred Qualifications:- Utility experience supporting CIS, billing, customer care, collections, payments, supplier services, or Meter-to-Cash processes.
- Experience with Customer/1, CSS, CRIS, SAP IS-U, Oracle CC&B, Kraken, or comparable CIS platforms and integrated mainframe, distributed, network, and architecture environments.
- ITIL, PMP, Scrum Master, SAFe, Agile, or Lean Six Sigma certification.
- Experience with ServiceNow, Splunk, Dynatrace, AppDynamics, AI-enabled support, AIOps, or automation.
Salary
Syracuse: $133k - $156k a year
Waltham: $149k - $175k a year
Brooklyn: $160k - $188k a year
National Grid will not be providing visa sponsorship for this position now or in the future. You must have the ability to work without a need for current or future visa sponsorship.
National Grid utilizes an assessment that evaluates the job qualifications/characteristics using AI or statistically based scoring. For more information, please view NYC Local Law 144.
This position has a career path which provides for advancement opportunities within and across bands as you develop and evolve in the position; gaining experience, expertise and acquiring and applying technical skills. Candidates will be assessed and provided offers against the minimum qualifications of this role and their individual experience.
