Job DescriptionThe Impact You will have in this role:
The Problem Management Director will play a critical role in strengthening the stability, resilience, governance, and reliability of DTCC's technology environment. This role will lead to the Problem Management function across complex, business-critical technology services, driving the identification and resolution of recurring and high-impact production issues. The Director will establish strong governance, leverage data and
Agentic AI capabilities to identify emerging trends and technology risks, and ensure sustainable corrective actions are implemented. This leader will partner across Application Support Engineering, Infrastructure, Development, Risk, and other technology teams to reduce operational risk and continuously improve service performance.
Your Primary Responsibilities:
- Lead the end-to-end Problem Management process for significant, recurring, and complex technology issues across the production environment.
- Lead, develop, and manage a team responsible for Problem Management activities, establishing clear objectives, accountability, and performance expectations.
- Provide strong governance and oversight across Problem Management, including standards, controls, escalation processes, problem aging, remediation tracking, and management reporting.
- Drive comprehensive Root Cause Analysis (RCA) for major incidents and recurring operational issues, ensuring root causes, contributing factors, corrective actions, and preventative measures are clearly identified.
- Establish and advance Agentic AI-enabled Problem Management capabilities, using AI and automation to enhance problem identification, investigation, trend analysis, root-cause insights, and remediation tracking.
- Leverage AI, operational data, and predictive trend analysis to identify emerging technology risks, recurring failure patterns, and potential areas of exposure, enabling proactive risk management.
- Partner closely with Application Support Engineering, Infrastructure, Engineering, Development, Service Management, Technology Risk, and other stakeholders to resolve systemic issues and improve production stability.
- Establish clear ownership and accountability for problem records and corrective actions and drive remediation through timely and sustainable closure.
- Facilitate problem reviews, RCAs, and governance forums with technical teams and senior stakeholders.
- Develop and maintain Problem Management metrics, KPIs, ServiceNow dashboards, and trend reporting, providing senior leadership with visibility into recurring issues, systemic risks, remediation progress, and operational health.
- Monitor aging problems, recurring incidents, remediation plans, and overdue corrective actions, escalating significant risks or barriers when appropriate.
- Identify opportunities to improve technology processes, controls, automation, observability, monitoring, and operational practices based on lessons learned.
- Partner with Incident Management and Change Management to ensure lessons learned from production events translate into measurable improvements and reduced recurrence.
- Strengthen Problem Management governance, ensuring practices are consistently applied and aligned with technology risk, operational resilience, control, and regulatory expectations.
- Promote a blameless, fact-based problem-solving culture that encourages transparency, ownership, collaboration, and continuous improvement.
- Leverage ServiceNow to manage the Problem Management lifecycle, including problem records, root cause analysis, corrective actions, remediation tracking, governance, and closure.
- Provide clear executive-level reporting on significant problems, systemic technology risks, trends, remediation progress, and areas requiring leadership attention.
**NOTE: The Primary Responsibilities of this role are not limited to the details above. **
Qualifications: - Bachelor's degree in computer science, Information Technology, Management, or a related discipline is required.
- Minimum of 10 years of relevant technology experience, including application support, production support, IT service management, technology operations, or related disciplines.
- Demonstrated prior experience in a similar Problem Management or technology operations leadership role within financial services.
- ITIL Problem Management certification or equivalent is required.
- Extensive experience leading Problem Management, Root Cause Analysis, and corrective/preventative action management in large-scale enterprise technology environments.
- Strong understanding of the relationship between 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 related function.
- Strong knowledge of highly available, business-critical technology environments within the financial services industry.
Talents Needed for Success: - Strong people leadership skills with the ability to build, develop, and motivate high-performing teams.
- Excellent analytical and structured problem-solving skills, with the ability to move beyond symptoms and identify 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 drive proactive decision-making.
- Ability to constructively challenge technology teams and drive accountability for remediation while maintaining a collaborative, blameless culture.
- Strong executive communication and presentation skills, with the ability to translate complex technical issues into clear business, operational, and risk impacts.
- Ability to influence senior stakeholders and drive outcomes across teams where direct reporting relationships may not exist.
- Strong organizational skills with the ability to lead multiple complex problems, dependencies, remediation actions, and priorities simultaneously.
- Strategic and continuous-improvement mindset with a strong focus on preventing recurrence, strengthening governance, and improving overall technology resilience.
The salary range is indicative for roles at the same level within DTCC across all US locations. Actual salary is determined based on the role, location, individual experience, skills, and other considerations.
About the TeamServes as a dedicated technology resource for advancing DTCC's business opportunities and providing industry thought leadership for leveraging new technology. The goal of this new department is to partner internally with IT, our business and regulatory divisions and externally with clients, regulators, and fintech vendors, to help build new platforms and business models to advance DTCC's mission to support the financial markets.
