DTCC

Clears and settles securities trades for financial firms

Incident Management Director

IT OperationsConfirmed live in the last 24 hours

Full-time

About the Job

Requirements

A minimum of 10 years of related experience in IT delivery and/or support is required.
A bachelor's degree or equivalent experience is required.
A consistent track record of at least 5 years in a management role, including experience leading major incidents and crisis events, is required.
The role requires the ability to communicate effectively with clients, present to senior management, and provide updates to regulators and supervisors.
The role requires the ability to work across teams to create partnerships that achieve organizational goals.
The role requires the ability to evaluate, prioritize, and drive responsible use and development of AI-enabled capabilities across incident detection, triage, communications, automation, trend analysis, and decision support throughout the Incident Management lifecycle.
Familiarity with Software Development Life Cycle management and Agile is required.
Familiarity with enterprise infrastructure design standards for modular, secure, and resilient applications is required to drive root cause analysis across the enterprise.
Knowledge of and familiarity with AWS, Microsoft O365, ServiceNow, and IT Service Management are required.
The role requires the ability to identify and implement efficiencies and improvements to standard IT Service Management processes and procedures.
Experience using Excel or other analysis tools to analyze historical incidents, alerts, and problems to identify hotspots is required.
Experience initiating Continuous Improvement Projects is required.

Responsibilities

Lead a global 24x7 support team using observability tools and ServiceNow to engage critical partners and support staff and minimize the impact of service disruptions on clients and regulators.
Lead, drive, facilitate, and chair postmortem investigation activities to identify lessons learned and root causes.
Collaborate with Support, Operations, and the business to identify action plans with specific actions to permanently resolve service disruptions.
Matrix-manage people, processes, and resources to reduce the time required to resolve major incidents, including resolving conflicts to move toward resolution.
Maintain and identify tools and processes that enable the organization to prevent and respond to major incidents.
Provide major incident metrics reports.
Ensure the Information Technology response to service disruptions aligns with regulatory requirements.
Define and implement critical success factors and key performance indicators for incidents and major incidents to provide insight into progress toward firm goals.
Work with Audit and Risk to ensure Incident Management policies, procedures, and controls are well defined and followed.
Lead the Major Incident Management Process by driving major incidents to speedy resolution; matching incidents against changes and known workarounds; running cyber and regulatory response; prioritizing incidents by impact and urgency; and raising incidents to other teams as needed to ensure timely resolution.
Manage a team of Major Incident Managers and communicate updates to stakeholders.
Develop performance indicators and improve proactive incident management with a focus on continuous process improvement.
Facilitate investigations, watch parties, and major incident triage to drive issue resolution across enterprise technologies and maintain service-level agreements and performance targets.
Initiate root cause analysis efforts so resolver teams identify actions to prevent future events and client impact.

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:

Being a member of the Enterprise Production Stability organization means you are part of a diverse and collaborative team with critical responsibilities to protect the financial services industry and to serve our clients, both internally and externally. As the Director of Incident Management, you will manage a team of Major Incident Managers and communicate updates to stakeholders, while also developing performance indicators and improving proactive incident management, with a focus on continuous process improvement.

The candidate must have strong communication skills with the ability to convey problems and coordinate resources during crisis situations. This role often requires interactions with senior levels of leadership and regulatory relations.

You and your team will drive the resolution of issues across all enterprise technologies, by facilitating investigations, watch parties and major incident triage to maintain service levels agreements (SLAs) and performance targets. You will also initiate root cause analysis efforts to ensure resolver teams quickly identify actions to prevent future events and client impact.

Your Primary Responsibilities:

Lead global 24x7 support team using Observability tools and ServiceNow for engagement of critical partners and support staff to minimize the impact of service disruption to client / regulators
Leading, driving, facilitating and chairing postmortem investigation activities to identify lessons learned and root cause
Collaborating with Support, Operations and the business to identify action plans with specific actions, to permanently resolve service disruptions
Matrix management of people, processes and resources to reduce time taken to resolve Major Incidents – including resolving conflict to move forward to resolution
Continually maintaining and identifying Tools & Processes to enable the organization's ability to prevent and respond to major incidents
Provide major incident metrics reports
Ensure Information Technology response to service disruptions aligned to Regulatory requirements
Define and implement CSF / KPI for incidents and major incidents to provide insight to achieving firm goals
Work with Audit and Risk to ensure Incident Management policy and procedure controls are well defined and adhered too
Lead Major Incident Management Process which includes:
- Driving Major Incidents to speedy resolution
- Matching incidents against Changes and Known workaround
- Running Cyber and Regulatory response
- Prioritizing incidents in terms of impact and urgency
- Raising incidents to other teams as vital to ensure timely resolution

**NOTE: The Responsibilities of this role are not limited to the details above. **

Qualifications:

Minimum of 10 years of related experience in IT delivery and / or support
Bachelor's degree and/or equivalent experience

Talents Needed for Success:

Consistent track record of 5+ years in management role with experience leading major incidents and crisis events
Excellent 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
Ability to evaluate, prioritize, and drive responsible use and development of AI-enabled capabilities to improve incident detection, triage, communications, automation, trend analysis, and decision support across the Incident Management lifecycle
Familiarity with Software Development Life Cycle management & Agile
Familiarity with Enterprise Infrastructure design standards for modular, secure and resilient applications to drive root cause analysis across the breadth of the enterprise
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, and 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.

Salary Range: Director-125,000-220,000-USD

About the Company

DTCC

Clears and settles securities trades for financial firms

DTCC provides the systems financial firms use to complete securities trades after buyers and sellers agree a transaction. Broker-dealers, banks and asset managers use its services to match trade details, calculate obligations, move securities and report transactions. Its NSCC and FICC subsidiaries clear equity and fixed-income trades, while DTC holds securities and handles settlement and payments such as dividends. By offsetting obligations between firms, its clearing services reduce the securities and cash that must change hands, and its repositories maintain derivatives transaction records for regulatory reporting. The parent was established in 1999 and is headquartered in Jersey City, New Jersey.

Company size: 5,001-10,000
Company stage: Not listed
Total funding: Not listed
Headquarters: Jersey City, NJ
Founded: 1999

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