AVP, IT Incident & Problem Manager

| Chicago, IL, USA | Hybrid
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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.
This is a 24/7/365 on call position in a hybrid environment that requires generally a minimum of three days per week onsite.
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 4+ years experience working in IT Incident and Problem Management
  • 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
  • Ability to be on call 24/7/365
  • Ability to work a minimum of three days per week onsite.


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.

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Technology we use

  • Engineering
  • Product
  • People Operations
    • C#Languages
    • C++Languages
    • dotnetLanguages
    • JavaLanguages
    • PythonLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • AngularFrameworks
    • DockerFrameworks
    • KafkaFrameworks
    • Next.jsFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • PostgreSQLDatabases
    • Microsoft SQLDatabases
    • AWS (Amazon Web Services)Services
    • BitbucketServices
    • TableauAnalytics
    • JIRAManagement
    • Microsoft TeamsCollaboration
    • Webex MeetingsCollaboration

Location

175 W Jackson is a well-maintained architectural masterpiece and a part of Chicago history. We are conveniently located in the Chicago Loop Financial District – close to both CTA and Metra and steps away from Millennium Park, State Street and the West Loop.

What are ABN AMRO Clearing USA LLC Perks + Benefits

ABN AMRO Clearing USA LLC Benefits Overview

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

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
Team based strategic planning
Open office floor plan
Employee-led culture committees
Hybrid work model
In-person all-hands meetings
Monthly Town Halls to share local and global updates, including, what’s happening in the Chicago and New York offices and updates from the CEO and Management Team.
Flexible work schedule
Flexible hybrid work schedules generally a minimum of three days per week onsite.
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Diversity manifesto
Health Insurance + Wellness
Flexible Spending Account (FSA)
Employees can set aside pre-tax money for certain health and dependent care expenses.
Disability insurance
When you can’t work—even for a short period of time—your financial situation can become difficult very quickly, making disability insurance important. Premiums 100% covered by Company.
Dental insurance
Having healthy teeth is an important part of your overall well-being. We offer a wide range of dental services, including preventative care.
Vision insurance
Eyesight is an integral part of your overall health and a key component to safety. Good vision care is essential. Premiums 100% covered by Company.
Health insurance
BCBS-IL plans with Rx benefits and great plan designs - PPO, HDHP & HSA and HMO (for Chicago based full-time employees). Complimentary membership to One Medical and a benefits concierge service.
Life insurance
Basic life 2x annual salary; basic AD&D – no cost to employee! We also offer an option to purchase (reduced group rates) additional life/AD&D and option to add spousal/dependents.
Wellness programs
Committed to employee wellness and offer a subsidy of up to $100/month with proof of wellness activity.
Mental health benefits
Company-sponsored EAP that offers confidential services available to full-time employees and immediate family members.
Financial & Retirement
401(K)
Both traditional and Roth option with a 3-month waiting period; once those three months are satisfied, you will be 100% vested in Company-match dollars!
401(K) matching
Match $1 for $1 up to 6% of your employee contribution per paycheck. 100% vested after three months of full-time employment.
Performance bonus
Discretionary variable compensation - payable once a year.
Charitable contribution matching
Child Care & Parental Leave
Generous parental leave
Birthing parents receive 12 weeks of parental leave and birthing/non-birthing parents receive six weeks of intermittent bonding leave.
Family medical leave
Vacation + Time Off
Generous PTO
PTO accrues each pay cycle and the benefit is applicable based on title and tenure with an opportunity to earn more days with tenure or promotion.
Paid volunteer time
Chance to participate in events and charitable matches as well as a full day of service to volunteer and make a difference within the community.
Sabbatical
Loyal employees with long tenure are rewarded with an opportunity to pursue passions and reenergize themselves away from the workplace.
Paid holidays
Paid sick days
Bereavement leave benefits
Office Perks
Commuter benefits
Pre-tax options for parking, commuter benefits and a Divvy membership at a discounted rate.
Company-sponsored outings
Free snacks and drinks
Free coffee & tea, fresh fruit and snacks, “bagel Wednesday” and monthly treats to celebrate workiversaries and birthdays.
Some meals provided
Weekly GrubHub stipend.
Company-sponsored happy hours
Recreational clubs
Fitness stipend
Home-office stipend for remote employees
One-time stipend to help improve hybrid working capabilities.
Mother's room
Onsite gym
Professional Development
Job training & conferences
Tuition reimbursement
Maximum benefit offering of $8,500 per calendar year after six months of employment. Courses and textbooks eligible for reimbursement.
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Paid industry certifications

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