Executive Director Incident Management


On Site
Full Time


IT service management
Policies and procedures
Incident management
Professional development
Life insurance
Issue resolution
Change management
Service operations
Business operations
Global Operations
Event management
Problem management
Organizational change management
Strategic leadership
Program management
Business architecture
Regulatory Compliance
Risk management
Critical thinking
Team building
Customer relationship management
Financial services

Job Details

Are you ready to make an impact at DTCC?

Do you want to work on innovative projects, collaborate with a dynamic and encouraging team, and receive investment in your professional development? At DTCC, we are at the forefront of innovation in the financial markets. We're 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 growing internal community and are committed to crafting a workplace that looks like the world that we serve.

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:

Enterprise Production Stability focuses on production stability through issue resolution and oversight supported by process and operational functions for continuous availability of our environments. Process functional areas include Event, Incident, Problem & Change Management which are key process areas of IT Service Management (ITSM). Operational functions include alert response, data center operations and ongoing expansion and maintenance of the Resiliency Infrastructure Test Lab (RIT).

Regional senior lead for Incident Management and Level 1 Operations. Manages the execution of the processes to restore normal service operation as quickly as possible to minimize the impact to business operations. Direct and develop incident management team to support global operations to minimize service interruption and impact to customers. Develop and deploy regional operations centers supporting regional operations with global integration

Partners on strategic, functional, technical and implementation-related aspects of efforts related to production stability and driving requirements to mature an enterprise virtual command center. Position will be required to communicate incident summary, impact and response to senior audiences internally and externally.

Candidate must possess technical and operational knowledge in order to coordinate the execution of the incident manage and service operations workflows, budget, staff, policies and procedures. In addition to experience in incident management and service operations, the candidate should also have experience in event management, problem management and organizational change.

This requires collaboration across multiple IT and business departments. The Lead provides strategic leadership, direction, and planning.

Your Primary Responsibilities:
  • Provide senior leadership for teams responsible for incident management and service operations.
  • Governance and program management practices for large programs related to production stability.
  • Develop in-depth understanding of DTCC operational requirements and business objectives.
  • Direct and ensure smooth workflow within the area by staying informed and in touch with key elements of the organization beyond their Team and communicating key messages and updates in a timely manner.
  • Effective collaboration, manages expectations and partners with multiple internal and external customers (Business, Architecture, Testing, Risk, clients etc.)
  • Enforce adherence to regulatory, compliance and risk protocols across all facets of the group in a highly regulated environment.
  • Manage vendors/partners providing services including staffing, tools, consulting etc. Contribute to and review SOWs, supervise vendor performance, support formulation of vendor strategies.
  • Maintain clear and consistent communication channels across the organization (above, below and laterally); provide regular reports, metrics and query responses on statuses, issues, performance, risks etc.
  • Foster a risk management culture through implementation and demonstration of processes and procedures which identify and mitigate risk

Leadership Proficiencies for this level include
  • Critical Thinking: Effectively translates the vision into specific business objectives, thinks of different ways to do things and through all angles to provide insights and develop strategies that guide future decisions.
  • Organizational Savvy: Understands DTCC's products and service offerings, as well as key customers, and demonstrates the ability to form and cultivate internal networks that will help navigate getting things done.
  • Leading Change: Embraces and adapts well to changing circumstances, identifies areas of needed change and employs many methods to drive those activities to meet organizational goals.
  • Financial competence: Understands business financials and has the ability to work with sophisticated data and information, and adopts practical and workable approaches.
  • Team Building: Builds teams by quickly establishing relationships and drives a team identity and shared purpose based on diversity of thought, skills and personalities.
  • Inclusive Leadership: Values individuals and embraces diversity by integrating differences and promoting diversity and inclusion across teams and functions.

  • Minimum of 15 years of related experience
  • Bachelor's or master's degree preferred
  • Experience building and delivering enterprise-level, critically important services under aggressive schedules and budgets.
  • Strong customer management & partnering skills and the ability to communicate technical topics to a non-technical audience.

Talents Needed for Success:
  • Experience in management of Technical Disciplines
  • Familiarity with the regulations and industry principles for recovery and resumption
  • Experience in Financial Services and/or FinTech industry, strongly preferred
  • Champion diversity and inclusion
  • Effective management of staff including career development, performance appraisals, rewards, hiring etc.

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. 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.

About The Depository Trust & Clearing Corporation