Problem Management Director

DTCC • Coppell, TX

2d • $125,000 - $220,000 • Hybrid

About The Position

The Problem Management Director leads DTCC’s Problem Management function across complex, business-critical technology services, strengthening the stability, resilience, governance, and reliability of the technology environment. The role drives identification and resolution of recurring and high-impact production issues, establishes governance, and uses operational data and Agentic AI capabilities to identify emerging trends and risks and ensure sustainable corrective actions.

The Director leads and develops a team and partners across Application Support Engineering, Infrastructure, Engineering, Development, Service Management, Technology Risk, and other teams to reduce operational risk and improve production stability. The role oversees root cause analysis, corrective-action tracking, problem governance, metrics, and executive reporting, while fostering a collaborative, blameless, fact-based problem-solving culture. DTCC offers a flexible hybrid model of three days onsite and two days remote.

Requirements

• Bachelor’s degree in computer science, Information Technology, Management, or a related discipline.
• At least 10 years of relevant technology experience, including application support, production support, IT service management, technology operations, or related disciplines.
• Prior experience in a similar Problem Management or technology operations leadership role within financial services.
• ITIL Problem Management certification or equivalent.
• Extensive experience leading Problem Management, root cause analysis, and corrective/preventative action management in large-scale enterprise technology environments.
• Strong understanding of the relationships among Problem Management, Incident Management, Major Incident Management, Change Management, Risk Management, and operational resilience.
• Experience establishing and managing governance frameworks, management reporting, controls, metrics, and escalation processes.
• Experience using technology and operational data to identify patterns, recurring incidents, systemic risks, and opportunities for preventative action.
• Experience applying or implementing AI, Agentic AI, automation, or advanced analytics within Problem Management, technology operations, risk management, or a related function.
• Strong knowledge of highly available, business-critical technology environments in the financial services industry.
• Strong people leadership skills, including the ability to build, develop, and motivate high-performing teams.
• Excellent analytical and structured problem-solving skills, including identifying underlying technical, operational, and process-related root causes.
• Strong understanding of governance, technology risk, controls, and operational resilience within a regulated environment.
• Ability to use AI, analytics, operational metrics, and trend data to identify emerging risks and support proactive decisions.
• Ability to constructively challenge technology teams and drive remediation accountability while maintaining a collaborative, blameless culture.
• Strong executive communication and presentation skills, including the ability to translate technical issues into business, operational, and risk impacts.
• Ability to influence senior stakeholders and drive outcomes across teams without direct reporting relationships.
• Strong organizational skills and ability to manage multiple complex problems, dependencies, remediation actions, and priorities simultaneously.
• Strategic, continuous-improvement mindset focused on preventing recurrence, strengthening governance, and improving technology resilience.

Responsibilities

• Lead the end-to-end Problem Management process for significant, recurring, and complex technology issues across production.
• Lead, develop, and manage a Problem Management team, setting objectives, accountability, and performance expectations.
• Provide governance and oversight, including standards, controls, escalation processes, problem aging, remediation tracking, and management reporting.
• Drive root cause analysis for major incidents and recurring issues, identifying root causes, contributing factors, corrective actions, and preventative measures.
• Establish and advance Agentic AI-enabled capabilities for problem identification, investigation, trend analysis, root-cause insights, and remediation tracking.
• Use AI, operational data, and predictive trend analysis to identify emerging technology risks, recurring failure patterns, and potential areas of exposure.
• Partner with technology and risk stakeholders to resolve systemic issues and improve production stability.
• Establish ownership and accountability for problem records and corrective actions, and drive timely, sustainable closure.
• Facilitate problem reviews, root cause analyses, and governance forums with technical teams and senior stakeholders.
• Develop and maintain Problem Management metrics, KPIs, ServiceNow dashboards, and trend reporting for senior leadership.
• Monitor aging problems, recurring incidents, remediation plans, and overdue corrective actions, escalating significant risks or barriers.
• Identify improvements to technology processes, controls, automation, observability, monitoring, and operational practices based on lessons learned.
• Partner with Incident Management and Change Management to turn lessons from production events into measurable improvements and reduced recurrence.
• Strengthen Problem Management governance and align practices with technology risk, operational resilience, control, and regulatory expectations.
• Promote a blameless, fact-based culture emphasizing transparency, ownership, collaboration, and continuous improvement.
• Use ServiceNow to manage problem records, root cause analysis, corrective actions, remediation tracking, governance, and closure.
• Provide executive-level reporting on significant problems, systemic technology risks, trends, remediation progress, and areas needing leadership attention.

Benefits

• Competitive compensation, including base pay and annual incentive.
• Comprehensive health and life insurance and well-being benefits, based on location.
• Pension and retirement benefits.
• Paid time off, personal/family care, and other leaves of absence.

What This Job Offers

• Job Type: Full-time
• Career Level: Director