Problem Management Director

DTCC • Coppell, TX

2d • Hybrid

About The Position

The Problem Management Director leads the Problem Management function across complex, business-critical technology services to strengthen the stability, resilience, governance, and reliability of DTCC’s technology environment. The role drives the identification and resolution of recurring and high-impact production issues, establishes effective governance, and uses operational data and Agentic AI capabilities to identify emerging trends and technology risks. The Director works across technology and risk teams to reduce operational risk and improve service performance.

The role leads and develops a Problem Management team, oversees end-to-end Problem Management and root cause analysis, and ensures corrective and preventative actions are owned, tracked, and sustainably completed. It also advances AI-enabled capabilities, metrics, reporting, and governance, while fostering a collaborative, blameless, fact-based culture of continuous improvement. The position provides executive-level visibility into significant problems, systemic risks, remediation progress, and operational health.

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 within the financial services industry.
• Strong people leadership skills and 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 in 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 translating complex 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 and 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 production technology issues.
• Lead, develop, and manage the Problem Management team, setting objectives, accountability, and performance expectations.
• Establish governance and oversight covering standards, controls, escalations, problem aging, remediation tracking, and management reporting.
• Drive root cause analysis for major incidents and recurring operational 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 areas of exposure.
• Partner with Application Support Engineering, Infrastructure, Engineering, Development, Service Management, Technology Risk, and other stakeholders to resolve systemic issues and improve production stability.
• Establish ownership and accountability for problem records and corrective actions, and drive timely, sustainable remediation.
• 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; escalate significant risks or barriers as appropriate.
• Identify process, control, automation, observability, monitoring, and operational-practice improvements 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 problem-solving culture emphasizing transparency, ownership, collaboration, and continuous improvement.
• Use ServiceNow to manage the Problem Management lifecycle, including 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 matters requiring 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 and personal/family care, and other leaves of absence to support physical, financial, and emotional well-being.
• Flexible/hybrid work model: three days onsite and two days remote.

What This Job Offers

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