Lead Incident Management Senior Associate - Remote

Overview

As a Lead Incident Management Senior Associate at DTCC, you will manage key processes around Incident Management, ensuring rapid engagement of critical partners to minimize service disruption impacts.

In Short

• Own and manage incident management processes.
• Facilitate incident management conference bridges.
• Act as an interface between support and business operations.
• Contribute to policy and process development.
• Communicate and manage expectations during incident resolution.
• Improve performance measures for incident management.
• Prioritize and deliver incidents and problems effectively.
• Design metrics for reporting on performance indicators.
• Mitigate risk by following established procedures.

Requirements

• Minimum of 5 years of experience in IT delivery/support.
• Proficiency in Incident Management.
• Bachelor's degree preferred or equivalent experience.
• 5 years in a management role handling major incidents.
• Good communication skills for client and management interactions.
• Ability to work across teams to achieve goals.
• Knowledge of AWS, Microsoft O365, ServiceNow, ITSM.
• Experience with analysis tools like Excel.
• Experience initiating Continuous Improvement Projects.

Benefits

• Competitive compensation including base pay and annual incentive.
• Comprehensive health and life insurance benefits.
• Pension/Retirement benefits.
• Paid Time Off and other leaves of absence.
• Flexible/hybrid work model (3 days onsite, 2 days remote).