Senior Analyst Business Incident Manager SLA Operations

With this position we offer

The main objective for the Incident and SLA Management team is to provide insight to our clients and management teams regarding SLA alignment and Critical Incident Reporting. As our new member you will work with a growing group of hardworking and expert team members.

Your role and responsibilities:

As a Business Incident Manager (BIM) you will be in accountable for supervising and reporting the operational management of incidents to ensure compliance with service level agreements (SLAs) and business expectations. You will engage in proactive service management to minimize the impact on clients business operations. Additionally your duties will include analyzing incident trends for service improvement facilitating regular service review meetings and chipping in to the improvement of service management documentation. Additionally you will coordinate with technical teams document incident reports conduct post-incident reviews and ensure that all incidents are recorded in accordance with Nasdaq standards.

Furthermore you will:

• Maintain clear and consistent communication with partners during incident management.
• Provide periodic updates of the business and client impact to relevant collaborators.
• Document incident reports resolution steps and follow-up actions.
• Perform post-incident reviews to identify root causes and prevent recurrence.
• Work with the service delivery teams to develop and maintain incident management procedures to align with SLA targets.
• Collaborate with partners to ensure clear communication about incident status potential business impact and encouraged resolution times.
• Analyze incident trends to identify areas for service improvement and supply to the continuous improvement of incident management processes.
• Facilitate regular service review meetings with Nasdaq clients and internal teams to assess performance against SLAs.
• Chip in to the maintenance and improvement of service management documentation and service catalogues.

We expect you to have

• Experience: 36 years of relevant IT experience preferably in incident or service management roles.
• Strong understanding of IT Service Management (ITSM) principles and frameworks with ITIL Foundation certification or equivalent working knowledge considered an advantage.
• Solid knowledge of SLA management monitoring and operational reporting.
• Handson experience with ServiceNow along with working knowledge of Power BI BMC Remedy and Jira Software for incident tracking and workflow management.
• Basic understanding of cloud infrastructure environments including AWS and OCI.
• Exposure to or familiarity with AIbased automation initiatives is an added advantage.
• Education Qualification:

• Bachelor/Master in computer science.

It would be great if you :

• Experience with service management tools (e.g. ServiceNow BMC Remedy Salesforce) is advantageous.
• Ability to work with monitoring tools and interpret system dashboards to manage incidents effectively.
• Experience with PowerBI.
• Awareness of compliance and regulatory frameworks relevant to the FinTech industry is desirable.

Does it sound like you What happens now

As the selection process is ongoing please submit your application in English as soon as possible. We will get back to you in 2-3 weeks.

What will it be like working here

Nasdaq is a vibrant and entrepreneurial company where everyone is encouraged to take initiative challenge status quo and take intelligent risks. We want everyone to feel welcome and bring their authentic self to work. Every day we are building a culture where we all feel connected supported and empowered. We are a Hybrid-first environment that embraces work-life balance and fosters well-being.

What do we offer you

• Annual monetary bonus.
• An opportunity to become a Nasdaq shareholder
• Employee Stock Purchase Program Nasdaq stocks with a discount
• Health Insurance Program
• Flexible working schedule and hybrid way of work
• Flex day program (up to 6 paid days off a year) in addition to standard vacations and holidays
• Internal mentorship program get a mentor or become one
• Wide selection of online learning resources e.g. Udemy

Come as you are

Nasdaq is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age color disability national origin ancestry race religion gender sexual orientation gender identity and/or expression veteran status genetic information or any other status protected by applicable law.

Nasdaq is a leading global provider of trading clearing exchange technology listing information and public company services. As the creator of the worlds first electronic stock market its technology powers more than 100 marketplaces in 50 countries. Nasdaq is home to over 4000 total listings with a market value of approximately $12 trillion.

To learn more about our business visit . Check out more about our Life at Nasdaq.

Come as You Are

Nasdaq is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age color disability national origin ancestry race religion gender sexual orientation gender identity and/or expression veteran status genetic information or any other status protected by applicable law.

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 an accommodation.