Lead Incident Management Associate

Are you ready to make an impact at DTCC?

Do you want to work on innovative projects, collaborate with a dynamic and supportive team, and receive investment in your professional development? At DTCC, we are at the forefront of innovation in the financial markets. We are committed to helping our employees grow and succeed. We believe that you have the skills and drive to make a real impact. We foster a thriving internal community and are committed to creating a workplace that looks like the world that we serve.

The Information Technology group delivers secure, reliable technology solutions that enable DTCC to be the trusted infrastructure of the global capital markets. The team delivers high-quality information through activities that include development of essential, building infrastructure capabilities to meet client needs and implementing data standards and governance.

Pay And 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 to support your physical, financial, and emotional well-being.
• DTCC offers a flexible/hybrid model of 3 days onsite and 2 days remote (onsite Tuesdays, Wednesdays and a third day unique to each team or employee).

The Impact You Will Have In This Role
The Lead incident Management Associate for Major Incident Management will help the team in strategy, alignment, analysis and execution to ensure priorities objectives/deliverable are met.

What You'll Do

• Triage, facilitate, prioritize, and escalate incident response to ensure firm Recovery Time Objectives are met.
• Facilitate post incident reviews as needed and ensure that action items regarding Incident Management are effectively carried out
• Act as an interface between Technology, Operations and the Business to ensure that Incidents are resolved.
• Contribute to the development and revision of relevant policies, frameworks and processes that are in place across the business.
• Communicate and manage expectations during Incident resolution and act as a point of escalation.
• Continuously improve performance measures to regularly monitor the effectiveness and efficiency of Incident / Problem management.
• Ensure that problems, major incidents, and planned/proactive tasks are correctly prioritized and delivered in accordance with respective priorities.
• Contribute to the design of appropriate metrics for reporting on key performance and quality indicators in relation to incident management, particularly in terms of in-depth trend analysis.
• Mitigate risk by following established procedures and monitoring controls, spotting key errors, and demonstrating strong ethical behavior.

Qualifications

• Minimum of 6 years of related experience
• Bachelor's degree preferred or equivalent experience
• Proficiency in Incident Management or similar critical facility environment

Talents Needed For Success
Experience in Service Delivery, IT Service Management including Incident, Problem, Change Management, SLA, Management Reporting.

Soft-Skills

• Critical thinking expertise, excels at collaboration and problem solving through effective communication.
• Ability to analyze complex data, and drive process improvements & alignment to Identify automation opportunities.
• Quick to learn new products and services, and able to think about how to maintain product or service's reliability (Performance Targets) through automation.
• Proactive mindset focus, and ability to think big picture to eliminate incidents/outages root cause.
• Effective management of Production issues to collaboratively determine ownership, and drive end to end solutions.
• Service Management mindset and focus on value co-creation with customers and stakeholders by including them in the Service delivery and improvement processes.

Automation Skills

• Ability to instrument and teach others to instrument observability into technology products and services along with the ability to leverage multiple monitoring streams to discover problems and reduce MTTR quickly.
• Skilled to automate manual tasks out of the core operational processes and procedures.
• Influence new processes and behaviors that improve reliability, innovation, and velocity.
• Enhance the availability, performance, efficiency, monitoring, emergency response, and planning of production services and software.
• Experience in practicing sustainable incident response and blameless post incident reviews.

We are an equal opportunity employer and value diversity at our company. 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 ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.