Manager, Service Management

Join to apply for the Manager, Service Management role at The Options Clearing Corporation (OCC).

The Incident Manager of Production Operations is responsible for ensuring that event disrupting technology service is triaged, communicated, resolved and analyzed in a timely manner. This manager will oversee a team of 3+ reports, spanning three shifts 24/7.

• Incident management according to established ITIL best practices.
• Manage staff and provide focus in a very dynamic fast paced environment.
• Manage staffing and ensure that 24/7 coverage is always present.
• Provide guidance and ensure that reports are trained and able to execute current and new responsibilities.
• Ensure that incidents are escalated and socialized adhering to all reporting requirements.
• Ensure that first‑level incident identification and resolution techniques are used to address all issues.
• Ensure that all incidents are accurate and complete.
• Evolve the incident process by implementing a multi-tiered process.
• Evolve the incident process with a focus on reducing the time to resolve incidents.
• Actively participate in the Change Control process, focusing on mitigating any/all risk.
• Embrace and live into all compliance and audit requirements.
• Must adhere to all Production Operations policies and procedures.
• Focus on operational readiness ensuring that all responsibilities are formally transferred to Production Operations.
• Perform other duties as assigned.
• Evangelize for IT Platform stability and nurture a Continuous Improvement worldview.
• Escalate all impacting incidents and surface any operational risks to leadership.

• Supervise team of 3+ spanning three shifts 24/7.
• Ensure that reports adhere to all OCC policies and procedures.
• Maintain PTO schedules and ensure that staffing levels & coverage are appropriate.
• Meet with staff on a regular basis to provide continual feedback.
• Write and deliver performance evaluations (PEPs).
• Actively participate in reports skills & career development plans.
• Ability to influence across multiple teams in a matrix‑reporting structure.
• Must be people focused, supporting and guiding your reports through this transformational phase.

• Excellent oral and written communication skills.
• Thrive under a high‑pressure environment and be able to prioritize.
• Demonstrated experience in managing medium size teams.
• Excellent time‑management skills.
• Microsoft products desktop proficiency (Outlook, Word, PowerPoint, Excel, etc.).
• Working knowledge of monitoring tools and best practices.
• Understands urgency of service level agreements and the need for timely responses.
• Ability to work in high intensity environment.
• Need to be detail oriented and self‑motivated.
• Must be a Team Player.

• Excellent cross‑discipline knowledge of IT platforms.
• General Linux knowledge.
• Experience with a scheduler (e.g. UC4).
• Good knowledge of AWS cloud foundation and Kafka.
• Excellent knowledge of ITIL and Service Now.
• Strong Desktop & Microsoft Office skills.
• Process orientated with the ability to design & and optimize a process.

• At least 5 years’ experience managing a team, across multiple shifts.
• Experience working in an environment with matrix‑reporting structures.
• 7 or more years’ experience working in a multi‑platform environment.
• Experience working with a scheduler (ie.
  
  UC4).
• Dev/OPS and/or SRE experience a plus.
• College degree in Computer Information Systems desired, but equivalent work experience will be considered.

None

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…