Lead Incident Management Associate

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).

Why you'll love this job:

Being a member of the Enterprise Production Stability (EPS), you will own and manage key processes around Incident Management. You will be part of a team that triages, manages, and drives high priority, large scale, internal and external customer impacting incidents across multiple lines of businesses to resolution. The Lead Incident Management Senior Associate for Major Incident Management will help the team in strategy, alignment, analysis, and execution to ensure priorities objectives and deliverables are met.

Your Primary Responsibilities:

• Facilitate and manage incident management conference bridges to ensure rapid engagement of critical partners and support staff to minimize the impact of service disruption to client / regulators.

• Act as an interface between support team product operations and the business operations to ensure that Incidents / Problems 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 / Problem 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 those priorities.

• Contribute to the design 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.

Talents Needed For Success:

• Minimum of 5 years of related experience in IT delivery and / or support

• Proficiency in Incident Management or similar critical facility environment.

• Bachelor's degree preferred or equivalent experience

Additional Qualifications

• Consistent track record for 5 years in management role with experience handling major incidents and leading crisis events.

• Good communication skills and ability to meet with clients, present to senior management and provide updates to regulators / supervisors.

• Ability to work across teams to create partnerships that achieve organization goals, and passionate about building an innovative culture.

• Knowledge and Familiarity with AWS & Microsoft O365, ServiceNow, ITSM

• Identify and implement efficiencies and improvements to IT Service Management standard processes and procedures.

• Experience working with Excel or other analysis tools to complete analysis of historical incidents, alerts, problems to identify hotspots.

• Experience initiating Continuous Improvement Projects.

The salary range is indicative for roles at the same level within DTCC across all US locations. Actual salary is determined based on the role, location, individual experience, skills, and other considerations. 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.