Lead Incident Management Associate at DTCC Candidate Experience Site

Makati, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

15 Apr, 26

Salary

0.0

Posted On

15 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Incident Management, Service Delivery, IT Service Management, Problem Management, Change Management, SLA Management, Management Reporting, Critical Thinking, Collaboration, Problem Solving, Data Analysis, Process Improvements, Automation, Production Issues Management, Observability, Monitoring

Industry

Financial Services

Description

Are you ready to make an impact at DTCC? Do you want to work on innovative projects, collaborate with a dynamic and supportive team, and receive investment in your professional development? At DTCC, we are at the forefront of innovation in the financial markets. We are committed to helping our employees grow and succeed. We believe that you have the skills and drive to make a real impact. We foster a thriving internal community and are committed to creating a workplace that looks like the world that we serve. 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. Pay and 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). The Impact you will have in this role: The Lead incident Management Associate for Major Incident Management will help the team in strategy, alignment, analysis and execution to ensure priorities objectives/deliverable are met. What You'll Do Triage, facilitate, prioritize, and escalate incident response to ensure firm Recovery Time Objectives are met. Facilitate post incident reviews as needed and ensure that action items regarding Incident Management are effectively carried out Act as an interface between Technology, Operations and the Business to ensure that Incidents are resolved. Contribute to the development and revision of relevant policies, frameworks and processes that are in place across the business. Communicate and manage expectations during Incident resolution and act as a point of escalation. Continuously improve performance measures to regularly monitor the effectiveness and efficiency of Incident / Problem management. Ensure that problems, major incidents, and planned/proactive tasks are correctly prioritized and delivered in accordance with respective priorities. Contribute to the design of appropriate metrics for reporting on key performance and quality indicators in relation to incident management, particularly in terms of in-depth trend analysis. Mitigate risk by following established procedures and monitoring controls, spotting key errors, and demonstrating strong ethical behavior. Qualifications: Minimum of 6 years of related experience Bachelor's degree preferred or equivalent experience Proficiency in Incident Management or similar critical facility environment Talents Needed for Success: Experience in Service Delivery, IT Service Management including Incident, Problem, Change Management, SLA, Management Reporting. Soft-Skills: Critical thinking expertise, excels at collaboration and problem solving through effective communication. Ability to analyze complex data, and drive process improvements & alignment to Identify automation opportunities. Quick to learn new products and services, and able to think about how to maintain product or service’s reliability (Performance Targets) through automation. Proactive mindset focus, and ability to think big picture to eliminate incidents/outages root cause. Effective management of Production issues to collaboratively determine ownership, and drive end to end solutions. Service Management mindset and focus on value co-creation with customers and stakeholders by including them in the Service delivery and improvement processes. Automation Skills: Ability to instrument and teach others to instrument observability into technology products and services along with the ability to leverage multiple monitoring streams to discover problems and reduce MTTR quickly. Skilled to automate manual tasks out of the core operational processes and procedures. Influence new processes and behaviors that improve reliability, innovation, and velocity. Enhance the availability, performance, efficiency, monitoring, emergency response, and planning of production services and software. Experience in practicing sustainable incident response and blameless post incident reviews. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. With over 50 years of experience, DTCC is the premier post-trade market infrastructure for the global financial services industry. From 20 locations around the world, DTCC, through its subsidiaries, automates, centralizes, and standardizes the processing of financial transactions, mitigating risk, increasing transparency, enhancing performance and driving efficiency for thousands of broker/dealers, custodian banks and asset managers. Industry owned and governed, the firm innovates purposefully, simplifying the complexities of clearing, settlement, asset servicing, transaction processing, trade reporting and data services across asset classes, bringing enhanced resilience and soundness to existing financial markets while advancing the digital asset ecosystem. In 2024, DTCC’s subsidiaries processed securities transactions valued at U.S. $3.7 quadrillion and its depository subsidiary provided custody and asset servicing for securities issues from over 150 countries and territories valued at U.S. $99 trillion. DTCC’s Global Trade Repository service, through locally registered, licensed, or approved trade repositories, processes more than 25 billion messages annually. To learn more, please visit us at www.dtcc.com or connect with us on LinkedIn, X, YouTube, Facebook and Instagram. DTCC proudly supports Flexible Work Arrangements favoring openness and gives people freedom to do their jobs well, by encouraging diverse opinions and emphasizing teamwork. When you join our team, you’ll have an opportunity to make meaningful contributions at a company that is recognized as a thought leader in both the financial services and technology industries. A DTCC career is more than a good way to earn a living. It’s the chance to make a difference at a company that’s truly one of a kind. Learn more about Clearance and Settlement by clicking here. 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.

Responsibilities

The Lead Incident Management Associate will triage, facilitate, prioritize, and escalate incident responses to meet Recovery Time Objectives. They will also facilitate post-incident reviews and ensure effective communication between Technology, Operations, and the Business.