Application Support Engineering Associate Director

Are you ready to make an impact at DTCC?

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

The Information Technology group delivers secure, reliable technology solutions that enable DTCC to be the trusted infrastructure of the global capital markets. The team delivers high-quality information through activities that include development of essential, building infrastructure capabilities to meet client needs and implementing data standards and governance.

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:

The Associate Director, EAS Observability Product & Delivery Lead drives business application adoption of DTCC's observability capabilities, enabling Site Reliability Engineers (SREs), Enterprise Application Support, and Client Operations, Application Development teams to deliver more reliable, resilient, and efficient business services. The successful candidate will work closely with business application teams and key engineering stakeholders to drive adoption of observability services, influence product direction through customer feedback, lead delivery execution through an agile squad, and scale observability capabilities that enhance service reliability, accelerate operational excellence, and support DTCC's evolution toward AI-enabled operations. Through this leadership opportunity, the candidate will play a critical role in shaping how developers, Site Reliability Engineers, Application Support Engineers, Client Operations teams, and technology leaders leverage observability to improve service reliability, accelerate problem resolution, and enhance the stability of DTCC's mission-critical financial services ecosystem.

Your Responsibilities:

Customer Engagement, Adoption and Value Realization

• Own the customer relationship lifecycle from intake and discovery through delivery, adoption, and outcome review.
• Guide application teams to the appropriate service-catalog offerings and drive successful consumption of approved observability services.
• Translate observability capabilities into measurable operational, reliability, productivity, and customer outcomes; track adoption, utilization, value, and onboarding friction.
• Represent EAS Observability with business-unit and application stakeholders, ensuring engagements align with established observability priorities, standards, and strategic objectives.

Product Ownership and Delivery

• Translate customer needs and strategic priorities into product requirements, epics, features, user stories, acceptance criteria, and delivery plans.
• Own and prioritize the squad backlog using business value, enterprise priorities, risk, dependencies, capacity, and technical input.
• Lead Agile delivery activities with the Scrum Master and technical leads; coordinate cross-functional execution and actively manage risks, decisions, impediments, and dependencies.
• Provide concise, decision-oriented reporting on roadmap execution, adoption, delivery health, risks, and outcomes.

Service Catalog and Self-Service

• Operate and continuously improve the observability service catalog as the primary customer engagement and service-consumption mechanism.
• Standardize intake, onboarding, documentation, enablement, and support to move suitable services toward repeatable self-service consumption.
• Convert recurring needs and onboarding friction into backlog improvements, reusable patterns, automation, documentation, and enablement materials.
• Lead organizational rollout and adoption of approved new services, products, and features.

Capability Design and Governance Alignment

• Contribute customer, product, delivery, and adoption perspectives to service and feature design.
• Translate business needs into product requirements, and work with the observability squad to introduce new capabilities, features, and service improvements that increase customer value and adoption.
• Remain informed of new products and features, assess customer and catalog impacts, and coordinate rollout after direction and design decisions are established.
• Align delivery with approved observability standards, technology controls, operational-readiness expectations, and applicable risk, compliance, and audit requirements.

People and Squad Leadership

• Lead, coach, and develop direct reports, including a Scrum Master and assigned developers.
• Mature Scrum Master capability across facilitation, delivery discipline, transparency, impediment management, metrics, and continuous improvement.
• Set clear goals and accountability, provide feedback and development support, delegate effectively, and foster an inclusive, outcome-oriented engineering culture.

Qualifications

• 10+ years of related experience in technology product ownership, product management, delivery, engineering, platform operations, business analysis, or a comparable field.
• Proven ownership of technology products or services from stakeholder discovery and prioritization through delivery, adoption, and outcome measurement.
• Strong stakeholder engagement and influence skills in complex, cross-functional, and cross-regional organizations.
• Significant delivery experience in financial services, fintech, capital markets, banking, or another highly regulated, mission-critical environment.
• Experience leading direct reports and cross-functional Agile teams, including coaching Scrum or delivery-management capability.
• Ability to translate technical platform capabilities into customer journeys, prioritized work, adoption plans, and measurable business outcomes.
• Bachelor's degree preferred or equivalent professional experience.

Preferred Experience

• Observability, monitoring, reliability engineering, SRE, platform engineering, production support, or operational resilience.
• Metrics, logs, traces, alerting, APM, synthetic monitoring, SLI/SLO practices, and operational dashboards; exposure to Grafana, Splunk, Dynatrace, Open Telemetry, or comparable technologies.
• Technology service catalogs, standardized onboarding, automation, self-service, platform migration, cloud transformation, or modernization programs.
• CSPO, PSPO, or comparable products or Agile certification.

Talents Needed for Success

• Business-value orientation and strong customer leadership.
• Product judgment, execution discipline, and clear priority management.
• People leadership, coaching, delegation, and accountability.
• Technical curiosity and effective partnership without displacing technical authority.
• Enterprise mindset, risk awareness, and concise executive communication.

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.