Problem Management Associate

DTCC • Tampa, FL

2h • $60,000 - $115,000 • Hybrid

About The Position

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.

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.

Requirements

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

Nice To Haves

• 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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree