Associate, IT Incident & Problem Manager
Winner of Built In's 2024 Best Places to Work
About ABN AMRO Clearing USA LLC
ABN AMRO Clearing USA LLC (AAC-USA) is a subsidiary of ABN AMRO Clearing Bank N.V. We are a global clearing firm that provides an integrated suite of financial services to professional trading participants in the global financial market.
The core service offering consists of clearing, execution, stock borrowing and lending, settlement. AAC-USA has a Global Reach through direct and indirect clearing memberships to over 90 of the world's leading exchanges. Our international network provides comprehensive market access to exchange-listed instruments such as stocks, futures, and options. ABN AMRO Clearing USA LLC-Member FINRA, NFA, FIA and SIPC.
Job Overview
This role is for an IT Governance or Operations Professional who will ensure IT performance is continuously improved, while managing Incidents and problems successfully. The IT Incident & Problem Associate Role is responsible for the ownership and oversight of the Incident and Problem Management processes. The position is part of the IT Control & Service Management team.
Job Responsibilities
- Facilitate and manage all Incident communications & troubleshooting through resolution
- Run priority incident retrospectives, produce detailed Incident Management reports, including Root Cause Analysis via the Problem Management process
- conduct weekly Incident & Problem management reviews
- Participate in the creation of monthly reports on the effectiveness of IT services
- Direct the evolution of established controls to continually improve IT Service Management quality & maturity, for both internal IT Operations as well as 3rd party Service Delivery Management
- Collaborate with IT management to continually evolve IT Service Management governance to ensure the environment is stable, secure and resilient
- Work with stakeholders at all levels to ensure fulfillment of specific IT Service Management responsibilities and operating/service level agreements
- Collaborate and synchronize with the respective IT Service Management global counterparts in the EU and APAC
- Maintain and validate IT Service Management processes and procedure against IT practices and governing policies and standards
- Provide back-up for Change Management & IT Continuity processes
- Provide input and support for the following ITIL roles when needed: Knowledge Management, Configuration Management, Life Cycle Management, Asset Management and Event Management
Job Requirements
- Minimum 2+ years experience working in IT Performance Management, Incident Management, Operations, or Support
- Bachelors degree in Computer Science or equivalent degree/experience
- Experience working in a regulated and/or financial industry
- Ability to collaborate with diverse teams and staff of all levels
- Ability to remain calm under pressure
- Action oriented and deadline focused
- Strong written and verbal communication skills
- Detail oriented and deadline focused
- Understanding of industry best practices in regard to IT service management and security
Preferred Technical Requirements
- IT Performance Management & Incident Management
- ServiceNow, ITSM reporting platforms & tools
- ITIL control frameworks
- Microsoft Office 365 & Atlassian products (Confluence and JIRA)
Perks and Benefits
As a global leader in financial services, we rely on our employees to deliver their best work for our clients. We invest in our employees by offering a host of benefits and perks.
- Flexible hybrid work schedules (generally a minimum of three days per week onsite) with a one-time stipend to help improve hybrid working capabilities
- Generous paid time off, sick days, market-based holiday schedule, sabbatical leave, parental/bonding leave plan and volunteer day off
- Competitive health benefit offerings, including choice of medical plans through BCBS-IL, dental plan, vision and flexible spending accounts
- Complimentary annual membership to One Medical, a dedicated EAP and a benefits concierge service
- Employer paid benefits such as term life, AD&D and disability insurance
- Robust 401(k) Plan with a generous match and vesting schedule
- Annual learning stipend and tuition assistance program to help employees pursue additional education
- Company-issued laptops and role dependent mobile stipend
- Corporate Divvy memberships and pre-tax commuter benefits
- Monthly wellness subsidy available to be used towards wellness and fitness activities
- Regular, open communication including monthly Town Hall meetings with the Management Team
- A matrixed, culture-based organization with collaborative teams that promote diversity, equity and inclusion
- Free coffee & tea, fresh fruit and snacks, "bagel Wednesday" and monthly treats to celebrate workiversaries and birthdays
- Employee-led committees to bring awareness and inclusive activities to our employees
- Modern open office with a large kitchen/meeting gathering area - including foosball and ping pong tables
- Private, well-equipped Mother's room
- Office is conveniently located in the Chicago Loop Financial District - close to CTA and Metra
- Well-maintained building (an architectural "masterpiece") and a part of Chicago history - with a robust business center, gym, restaurants, café, game room and a shared rooftop terrace with green space
This information is intended as a summary of potential benefits only. Eligibility for the plans and programs listed here depends on the nature of employment, length of service and other factors. Actual coverage is governed by supporting summary plan descriptions and related policies.
ABN AMRO Clearing USA (AAC-USA) is proud to be an equal opportunity employer. AAC-USA celebrates diversity and does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, status as a victim of domestic violence, sex offenses or stalking, genetic predisposition or carrier status, gender identity or expression, or any other characteristic protected by applicable federal, state or local laws. We cultivate a culture of inclusion for all employees that respects individual strengths, views and experiences. We believe that our differences enable us to be a better and stronger team - one that makes better decisions and delivers better business results. AAC-USA participates in the E-Verify program in the US.
