Lead Problem Management Associate

Overview

Join to apply for the Lead Problem Management Associate (EMEA Shift) role at The Depository Trust & Clearing Corporation (DTCC)

Are you ready to make an impact at DTCC? We are at the forefront of innovation in the financial markets and are committed to helping our employees grow and succeed. DTCC provides opportunities for professional development and a workplace that reflects the world we serve.

The Impact You Will Have In This Role

The Lead Problem Management Associate oversees the entire lifecycle of IT problems, from identification and investigation to documentation, critical issue handling, and resolution. This role minimizes the adverse impact of IT incidents by conducting root cause analysis and proactively preventing recurrence. The Lead Problem Management Associate orchestrates all aspects of the problem management process, ensuring the right teams, tools, and information are coordinated. They may delegate subtasks to team members to ensure efficient resolution.

By focusing on root causes rather than symptoms, this role helps enhance service quality and reduce disruptions. Responsibilities include crafting root cause analysis documentation and applying investigative techniques to ensure issues are thoroughly resolved.

Your Primary Responsibilities

• Identify and classify problems and their root causes
• Coordinate with IT teams to design and implement problem solutions
• Manage the problem lifecycle from identification to closure, applying methodologies such as the 5 Whys and Ishikawa diagrams
• Develop strategies to prevent recurring incidents
• Document all problem management activities
• Create and manage problem records
• Coordinate with incident management teams to minimize impact of incidents that cannot be prevented
• Generate reports and statistics on the performance of the problem management process
• Provide training to other teams on problem management processes
• Govern divisional level incident data, ensuring accuracy and consistency in reporting
• Share corrective actions and lessons learned in production stability meetings
• Ensure compliance with regulatory reporting procedures related to problem management
• Escalate instances of insufficient problem management process adherence to senior IT management
• Stay informed about regulatory changes and update processes as necessary
• Ensure IT problems are effectively managed to minimize impact on business operations

Note: The primary responsibilities are not limited to the details above.

Qualifications

• Minimum of 6 years of related experience
• Bachelor's degree preferred or equivalent experience
• Must be amenable to work Mid shift (4pm to 1am Manila time)

Talents Needed For Success

• Proven work experience as a Problem Manager or IT Risk Management
• Experience in IT service management and ITIL processes
• Strong problem-solving skills
• Excellent communication and coordination skills
• Ability to work with cross-functional teams and manage multiple tasks simultaneously
• Knowledge of ITSM tools such as ServiceNow
• General technical background in incident management, OSI layer analysis, CI/CD, SDLC, database, Mainframe, MQ, Networks, and Cyber

Benefits

• Competitive compensation, including base pay and annual incentive
• Comprehensive health and life insurance and well-being benefits, based on location
• Pension / Retirement benefits
• Paid Time Off and Personal/Family Care, and other leaves of absence when needed
• DTCC offers a flexible/hybrid model of 3 days onsite and 2 days remote

Equal Opportunity

We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will provide reasonable accommodation to participate in the application or interview process and to perform essential job functions. Please contact us to request accommodation.

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