IT Problem Management Pro: Root Cause & Resolution

The Depository Trust & Clearing Corporation (DTCC); Tampa (FL); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Pension/Retirement benefits

Paid time off

Hybrid work model

Job summary

The Depository Trust & Clearing Corporation (DTCC) is seeking a Problem Management Associate to oversee the lifecycle of IT problems, from identification to resolution, with a focus on root-cause analysis to minimize incident impact. The role emphasizes tracking, metrics, and proactive improvement in service quality.

You will collaborate with technical teams, apply ITIL practices, and use data analytics to identify trends.

Qualifications

• Minimum of 2 years of related experience.
• Bachelor's degree preferred and/or equivalent experience.

Responsibilities

• Work with aligned technical teams to identify and classify problems and root causes.
• Coordinate with IT teams to track and implement permanent solutions to incidents.
• Manage the Problem Management lifecycle from identification to closure using industry best practices.
• Use data analytics tools and dashboards to identify incident trends and themes.
• Ensure Problem Management Procedures are followed for all activities.
• Collaborate with Problem Management teammates and technical teams to provide timely metrics and reporting per audit and regulatory requirements.
• Coordinate with other Service Management functions to ensure accurate data and standard workflows.

Skills

ITSM knowledge

Analytical skills

Communication

Coordination

Cross-functional teamwork

Problem solving

Education

Bachelor's degree preferred

Tools

ServiceNow

Job description

The Depository Trust & Clearing Corporation (DTCC) is seeking a Problem Management Associate to oversee the lifecycle of IT problems, from identification to resolution, with a focus on root-cause analysis to minimize incident impact. The role emphasizes tracking, metrics, and proactive improvement in service quality.

You will collaborate with technical teams, apply ITIL practices, and use data analytics to identify trends.