Incident Management Director

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 and are committed to helping our employees grow and succeed.

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).

About the Role

Being a member of the Enterprise Production 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, with a focus on continuous process improvement. 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.

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
• Lead, drive, facilitate, and chair postmortem investigation activities to identify lessons learned and root cause
• Collaborate 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 maintain 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 aligns with Regulatory requirements
• Define and implement CSF / KPI for incidents and major incidents to provide insight into achieving firm goals
• Work with Audit and Risk to ensure Incident Management policy and procedure controls are well defined and adhered to
• Lead Major Incident Management Process which includes:
  • Driving Major Incidents to speedy resolution
  • Matching incidents against Changes and Known workarounds
  • Running Cyber and Regulatory response
  • Prioritizing incidents in terms of impact and urgency
  • Raising incidents to other teams as vital to ensure timely resolution

Requirements

• Minimum of 10 years of related experience in IT delivery and/or support
• Bachelor's degree and/or equivalent experience
• 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 organizational goals
• Passion for building an innovative culture
• Ability to evaluate, prioritize, and drive responsible use and development of AI-enabled capabilities to improve incident detection, triage, communications, automation, trend analysis, and decision support across the Incident Management lifecycle
• 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
• Experience identifying and implementing 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, and 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.