TD Ameritrade Senior Manager, Incident Prevention and Management in Omaha, Nebraska

The Senior Manager will oversee all of technology change management and maintain appropriate approval, scheduling, and communication processes to ensure that changes to TD Ameritrade's technology is well understood, tested, communicated, and deployed in a controlled manner. The Sr. Manager, Incident Prevention and Management will have responsibility for defining policy, process, and procedures to ensure that TDA's alternate datacenters and business continuity plans are maintained, changes to technology are properly approved, planned, and scheduled, and production technology environments are fit for business use with minimal risk of disruption. The Senior Manager will ensure that processes designed to prevent drift in our alternate data centers are operating as intended and any drift is understood and resolved in a timely fashion. The Senior Manager works across the technology and business organizations to ensure that major incidents undergo root cause analysis and action items to permanently repair root cause are completed timely. Senior manager will assist in promoting and building a robust risk management culture through strong engagement and relationship building with business partners.

  • Lead TD Ameritrade's Technology Change Management process ensuring that process, procedures, and policy are sufficient to fully document changes and prevent risk.

  • Facilitate weekly Change Advisory Board (CAB) meetings and brief business and technology leadership of significant upcoming changes.

  • Create transparency for business partners to understand the changes taking place, ensuring that outages and changes in functionality are well understood and communicated before the change is approved to be deployed.

  • Partner with Internal Audit and Corporate Risk teams to ensure that TD Ameritrade's audit and risk controls are aligned with Change Management standards. Participate in external audits providing requested evidence to TD Ameritrade's external auditors.

  • Ensures that Change Management processes integrate seamlessly with other ITSM processes (i.e. Incident, Problem, Capacity, Asset or Event Management)

  • Lead the transformation of the change management culture to be inclusive of the innovation efforts of TD Ameritrade

  • Lead DR team in enhancing, formalizing and standardizing the disaster recovery process including forecasting and tracking mechanisms, test planning, execution and reporting, disaster event communication and plan invocation, strategic program expansion and internal Audit and Compliance activities.

  • Manage the development, coordination and maintenance of a comprehensive TDA disaster recovery exercise and validation program to ensure TDA’s ability to recover technology operations in the event of a disaster that precludes normal operations at TDA’s primary production data center.

  • Management responsibility for Disaster Recovery with a major focus on assuring adequacy of end-state recovery environments to meet all strategic planning deliverables. Coordinating activities of technology resources with other TDA business units & development groups, as required.

  • Conduct quarterly/annual executive management status reviews, as required and implement strategic planning to establish annual DR Program goals and priorities. Perform all departmental administrative activities including staff meetings, monthly status reporting, budgeting, strategic planning, expense processing, documentation and other activities as required.

  • Oversee the Problem Management process to document and track root cause analysis of problems. The Senior Manager will ensure that all action items resulting from root cause analysis are documented with an appropriate owner and completion date. Aging problem investigations are identified, risk assessed, and escalated to management for awareness.

  • Facilitate regular meetings to review the results of root cause analysis with business and technology stakeholders. Create transparency in the outcomes of problem investigations and the results of the action items identified.

  • Perform reviews of trends in incident tickets to look for problems which may not have been identified yet. Escalate trends identified for root cause analysis and track through Problem Management process.

  • Ensure the risk profile is properly measured, analyzed and communicated to senior management and governance committees

  • Lead and assist the business in the development, implementation and management of short- and long-term risk management strategies.

  • Identify, analyze, and track relevant internal risk events, including losses, gains, and saves.

  • 4 year College Degree Required

  • 4 year College Degree Required in MIS or Computer Science Preferred

  • 7-10 years related experience

  • 10+ years total experience

  • The successful candidate will have a solid foundation / understanding of application development or infrastructure.

  • General experience in corporate IT governance and process management.

  • Thorough understanding of ITIL framework and implementation techniques in a large enterprise.

  • Strong ability to weigh technical impacts / benefits and make decisions in the best interest of our clients and associates.

  • Understanding of business continuity best practices, corporate datacenter strategies, and general disaster recovery planning and techniques.

  • Strong working knowledge of root cause analysis techniques and tracking along with impact mitigation and planning.

  • 7 years relevant technical and support experience, including five years in a supervisory or technical leadership position, preferably in an operations support environment

  • Action-oriented self-starter who is driven by results.

  • Strong experience leading and coordinating enterprise level initiatives involving cross functional teams.

  • Bachelor’s degree in Computer Services, Technology, Engineering or equivalent combination of education and experience. Advanced Degree a plus.

  • Strong interpersonal skills and ability to interact and influence sr. leadership and technical and business associates.

  • Strong written and verbal communication skills and the ability to engage in a business-like manner with both internal and external customers at various levels of the organization\

  • Ability to be flexible to changing priorities.

  • ITIL certification preferred

  • Technology certifications a plus (i.e. CCNA, MCSE, etc.)

  • Project Management (PMI) certifications a plus

  • Military education or experience may be considered in lieu of civilian requirements listed

TD Ameritrade is an equal opportunity employer. At TD Ameritrade we believe that people matter. We value diversity and believe that it transcends race, national origin, age, marital status, gender identity / expression, sexual orientation, citizenship status, service in the armed forces, disability, thoughts, ideas and perspectives. Our commitment to building an inclusive culture is aimed at attracting and retaining diverse talent, clients and shareholders to the firm. It's a belief that's core to the success of our organization.