Director Incident Management

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
• Pension 
• 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 of your choosing)

The impact you will have in this role:

Being a member of the Enterprise Production Resiliency and 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.

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). 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 identify 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 align to Regulatory requirements
• Maintain and continually enhance ServiceNow Event & Alert rule framework to successfully gather Events "state change" and route to the correct Alert Dashboard for action
• Work with development & infrastructure teams on standard methodologies for error logging and ensuring associated actions vital to resolve Alert
• Drive Alert noise reduction initiatives to enable Support teams to focus on critical important alerts
• Define and implement CSF / KPI for Alerts and Major Incidents to provide insight to achieving firm goals
• Work with Audit and Risk to ensure Event and Major Incident policy and procedure controls well defined and adhered too
• Work with Support teams to define and implement solutions for automating repetitive Alerts
• 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 vitality
  • 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 a 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
• 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, 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.