Problem Management Associate

The Depository Trust & Clearing Corporation (DTCC); Tampa (FL); Hybrid; USD 70,000 - 100,000; Full time

Job summary

DTCC in Tampa, Florida is seeking a Problem Management Associate to oversee the lifecycle of IT problems, from identification and investigation to documentation, escalation, and resolution.

You will collaborate with aligned technical teams, using data analytics to identify incident trends, drive permanent solutions, and ensure ITIL-based processes are followed to improve service quality.

Qualifications

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

Responsibilities

• Work with aligned technical teams to identify root causes.
• Coordinate with IT teams to implement permanent solutions.
• Manage the Problem Management lifecycle from identification to closure.
• Use data analytics tools and dashboards to identify incident trends.
• Ensure Procedures are followed for all Problem record activities.
• Collaborate with Incident and Change Management for data accuracy.
• Share corrective actions and lessons learned to drive continuous improvement.

Skills

ITIL processes

Data analytics

Analytical thinking

Communication

Coordination

Cross-functional teamwork

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Data dashboards

Job description

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 IT CSS WRAFT Delivery team, the Problem Management Associate plays a key role in overseeing the entire lifecycle of IT problems, from identification and investigation to documentation, critical issue, and resolution. This position is dedicated to minimizing the adverse impact of IT incidents on the business by conducting thorough root cause analysis and proactively preventing the recurrence of issues. They orchestrate and direct all aspects of the problem management process, ensuring the right teams, tools, and information are brought together seamlessly. This process combines investigative analysis with proactive measures. By focusing on uncovering the true root causes rather than merely addressing the symptoms, Problem Management plays a crucial role in enhancing service quality and minimizing disruptions. This role involves not only crafting exceptional root cause analysis documentation but also employing investigative techniques to ensure that issues are thoroughly resolved.

Your Primary Responsibilities

• Work closely with aligned technical teams, to help identify and classify problems and their root causes.
• Coordinate with IT teams to track and coordinate permanent solutions to incidents.
• Handle the Problem Management lifecycle from identification to closure - applying industry best practices and adhering to internal target timeframes.
• Make use of data analytics tools and dashboards to look for incident trends and themes.
• Ensure Problem Management Procedures are being followed for all Problem record activities.
• Work closely with other Problem Management team members and aligned technical teams to ensure all Problem metrics and reporting is provided on a timely basis and according to audit and regulatory requirements.
• Work closely with other Service Management functions such as Incident and Change Management to ensure data captured is accurate and standard workflows are followed.
• Share corrective actions and lessons learned in with Problem Management team members and aligned technical teams to promote a culture of continuous improvement and proactive problem management.

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

Qualifications

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

Talents Needed For Success

• Previous experience in IT Service Management preferably using ITIL processes.
• Strong analytical and problem-solving skills.
• Familiarity with data analytics tools and processes.
• Excellent communication and coordination skills.
• Ability to work with cross-functional teams and manage multiple tasks simultaneously.
• Knowledge of ITSM tools such as ServiceNow.
• General technical background in incident management, OSI layer analysis, CI/CD, SDLC, database, Mainframe, MQ, Networks, and Cyber.

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.