Problem Management Associate

The Information Technology Group

The Information Technology group delivers secure, reliable technology solutions that enable DTCC to be the trusted infrastructure of the global capital markets. They deliver high-quality information through activities that include development of essential, building infrastructure capabilities to meet client needs and implementing data standards and governance.

Impact You Will Have

In this role, 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.

Primary Responsibilities

• Work closely with aligned technical teams to help identify and classify problems and their root causes.
• Cook up 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.

Qualifications

• 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