Associate Principal, Service Management

What You'll Do:
We are seeking an experienced ITIL Continuous Improvement Engineer to join our team. The successful candidate will be responsible for ensuring that our organization's incident and problem management processes are optimized and continuously improved to enhance our IT service delivery. The candidate will work closely with the IT operations team and other stakeholders to identify, analyze, resolve incidents in a timely and effective manner, and drive root-cause analysis, Problem, Post-Mortems.
Essential Duties and Responsibilities:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• Drive continuous improvement initiatives for incident and problem management processes and procedures
• Analyze incident and problem data to identify trends and areas for improvement
• Work with the IT operations team to develop and implement solutions to prevent recurring incidents and problems
• Facilitate root cause analysis and problem-solving sessions with cross-functional teams
• Collaborate with other IT teams to ensure that incident and problem management processes are integrated into overall IT service management processes
• Develop and maintain incident and problem management documentation, including process flow diagrams, work instructions, and templates
• Provide training and guidance to IT operations team members on incident and problem management best practices
• Participate in the development and maintenance of IT service management policies, procedures, and standards
• Provide regular reports and metrics on incident and problem management performance
Supervisory Responsibilities:

• None

Qualifications:
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Strong communication and interpersonal skills with the ability to work effectively with cross-functional teams.
• Strong analytical skills with the ability to collect and analyze data to identify trends and patterns.
• Excellent problem-solving skills and experience leading problem-solving sessions.
• Ability to dissect processes and perform gap-analysis.
• Ability to design processes from the ground-up or mature existing processes.
• Need to be detail oriented.
• Must be a team-player.

Technical Skills:

• Experience with JIRA and Confluence.
• Knowledge of Lean Six Sigma or other continuous improvement methodologies.
• Strong documentation skills

Education and/or Experience:

• Bachelor's degree in Computer Science desired but equivalent work experience will be considered
• At least 5 years of experience in ITIL incident and problem management
• ITIL certification is preferred, but not required

Certificates or Licenses:

• None

Who We Are
The Options Clearing Corporation (OCC) is the world's largest equity derivatives clearing organization. Founded in 1973, OCC is dedicated to promoting stability and market integrity by delivering clearing and settlement services for options, futures and securities lending transactions. As a Systemically Important Financial Market Utility (SIFMU), OCC operates under the jurisdiction of the U.S. Securities and Exchange Commission (SEC), the U.S. Commodity Futures Trading Commission (CFTC), and the Board of Governors of the Federal Reserve System. OCC has more than 100 clearing members and provides central counterparty (CCP) clearing and settlement services to 19 exchanges and trading platforms. More information about OCC is available at www.theocc.com.
What We Offer
A highly collaborative and supportive environment developed to encourage work-life balance and employee wellness. Some of these components include:
A hybrid work environment, up to 2 days per week of remote work
Tuition Reimbursement to support your continued education
Student Loan Repayment Assistance
Technology Stipend allowing you to use the device of your choice to connect to our network while working remotely
Generous PTO and Parental leave
Competitive health benefits including medical, dental and vision
Step 1
When you find a position you're interested in, click the 'Apply' button. Please complete the application and attach your resume.
Step 2
You will receive an email notification to confirm that we've received your application.
Step 3
If you are called in for an interview, a representative from OCC will contact you to set up a date, time, and location.
For more information about OCC , please click here .
OCC is an Equal Opportunity Employer