Director Incident Management

Are you ready to explore a world of possibilities?

Join our DTCC family, and you’ll grow your expertise and become the best version of you. As you embark on a new journey, you’ll be supported and surrounded by other professionals as you learn new skills, advance your career, and see the impact of your efforts every day.

Pay and Benefits:

• Competitive compensation, including base pay and annual incentive
• Comprehensive health and life insurance and well-being benefits, based on location
• Retirement benefits
• Paid Time Off and other leave of absence
• Flexible/Hybrid Work Arrangements

About this Opportunity

Being a member of the Enterprise Production Services team 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 IT and lead for the Major Incident Management (MIM) team you will play a critical role in the rollout and operationalization of the newly formed Enterprise Virtual Command Center (EVCC). The EVCC is a new strategic operating model with technology advancements being developed as part of DTCC’s Observability platform with a focus on robust automation that delivers real-time insights, advancing our incident response and prevention capabilities with a focus on client experience and service.

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.

What You'll Do

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.

Responsibilities include:

• Lead global 24x7 support team in the EVCC 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 alignment 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 meaningful alerts
• Define and implement CSF / KPI for Alerts and Major Incidents to provide visibility 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 include:
  • 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 necessary to ensure timely resolution

Sound Like You?

• Minimum of 10 years of related experience in IT delivery and / or support

Bachelor's degree 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
• 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

Who We Are:

DTCC is the heart of the post-trade market infrastructure for the global financial services industry. From 21 locations all over the world, DTCC, through its subsidiaries, automates, centralizes and standardizes the processing of financial transactions, mitigating risk, increasing transparency and driving efficiency for thousands of broker/dealers, custodian banks and asset managers. In 2020, DTCC’s subsidiaries processed securities transactions valued at more than U.S. $2.3 quadrillion.

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.