Lead Problem 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're 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.

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 Problem Management Associate plays a pivotal role in overseeing the entire lifecycle of IT problems, from identification and investigation to documentation, critical issue, and resolution. This critical position is dedicated to minimizing the adverse impact of IT incidents on the business by conducting thorough root cause analysis and proactively preventing the recurrence of issues. They orchestrate and direct all aspects of the problem management process, ensuring the right teams, tools, and information are brought together seamlessly. Additionally, the Lead Problem Management Associate has the authority to delegate subtasks to other team members as needed, ensuring efficient and effective problem resolution

This process combines investigative analysis with proactive measures. By focusing on uncovering the true root causes rather than merely addressing the symptoms, Problem Management plays a crucial role in enhancing service quality and minimizing disruptions. This role involves not only crafting exceptional root cause analysis documentation but also employing investigative techniques to ensure that 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
• Handle problem lifecycle from identification to closure - applying problem management methodologies such as the 5 Whys, Ishikawa diagrams, and other relevant techniques to identify underlying causes.
• Develop strategies to prevent recurring incidents
• Document all problem management activities
• Create and handle problem records
• Coordinate with incident management teams to minimize the impact of incidents that cannot be prevented
• Generate reports and statistics on the performance of problem management process
• Provide training to other teams regarding problem management processes
• Training and Governance: by providing comprehensive training on problem management processes to team members and collaborators.
• Govern divisional level incident data, ensuring accuracy and consistency in reporting.
• Share corrective actions and lessons learned in production stability meetings to promote a culture of continuous improvement and proactive problem management.
• Ensure compliance with all regulatory reporting procedures related to problem management.
• Advance instances of inadequate problem management process adherence to senior IT management to ensure timely resolution and adherence to standard methodologies.
• Stay informed about regulatory changes and updates to ensure ongoing compliance and adapt processes as necessary.
• The Lead Problem Management Associate ensures that IT problems are effectively managed, minimizing their impact on business operations and enhancing overall service quality.

**NOTE: The Primary Responsibilities of this role 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.

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.