Problem Management Associate

DTCC • Tampa, FL

8h • Hybrid

About The Position

DTCC is at the forefront of innovation in the financial markets, committed to employee growth and success. The Information Technology group delivers secure, reliable technology solutions for the global capital markets, focusing on infrastructure capabilities, data standards, and governance. As a Problem Management Associate within the IT CSS WRAFT Delivery team, you will oversee the entire lifecycle of IT problems, from identification and investigation to documentation and resolution. This role is crucial for minimizing the adverse impact of IT incidents on the business by conducting thorough root cause analysis and proactively preventing issue recurrence. You will orchestrate and direct all aspects of the problem management process, ensuring the seamless integration of teams, tools, and information. The process combines investigative analysis with proactive measures, focusing on uncovering true root causes to enhance service quality and minimize disruptions. This involves crafting exceptional root cause analysis documentation and employing investigative techniques to ensure issues are thoroughly resolved.

Requirements

• Minimum of 2 years of related experience
• Previous experience in IT Service Management
• 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

Nice To Haves

• Bachelor's degree preferred
• Experience preferably using ITIL processes

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.

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).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees