Problem Management Associate

DTCC; Tampa (FL); Hybrid; USD 70,000 - 95,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive health and life insurance

Pension / Retirement benefits

Paid Time Off and Family Care

Flexible/hybrid model of work

Job summary

DTCC is seeking a Problem Management Associate in Tampa, Florida, to oversee the lifecycle of IT problems from identification to resolution. This role emphasizes minimizing adverse impacts of IT incidents through thorough analysis and proactive management.

The ideal candidate will have a background in IT Service Management, strong analytical skills, and experience with data analytics tools. Key benefits include competitive compensation, comprehensive health insurance, and flexible working arrangements.

Qualifications

• Minimum of 2 years of related experience.
• Previous experience in IT Service Management preferably using ITIL processes.
• Ability to work with cross-functional teams and manage multiple tasks simultaneously.

Responsibilities

• Oversee the entire lifecycle of IT problems from identification to resolution.
• Conduct thorough root cause analysis to prevent recurrence of issues.
• Coordinate with IT teams to track permanent solutions to incidents.

Skills

Analytical and problem-solving skills

Communication and coordination skills

Knowledge of ITSM tools

Technical background in incident management

Familiarity with data analytics tools

Education

Bachelor's degree or equivalent experience

Tools

ServiceNow

Job description

Role Overview

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.

What You Will Do

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, and handle the Problem Management lifecycle from identification to closure.

Why It Might Be a Fit

This role involves crafting exceptional root cause analysis documentation, employing investigative techniques to ensure that issues are thoroughly resolved, and promoting a culture of continuous improvement and proactive problem management.

Requirements

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

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
• Flexible/hybrid model of 3 days onsite and 2 days remote