Lead IT Product Support Analyst

As a leading financial services and healthcare technology company based on revenue SS&C is headquartered in Windsor Connecticut and has 27000 employees in 35 countries. Some 20000 financial services and healthcare organizations from the worlds largest companies to small and mid-market firms rely on SS&C for expertise scale and technology.

Job Description

Job Title: Lead IT Product Support Analyst

Location: Kansas City MO/ Hybrid

Getting to know us:
SS&C / Calastone is the largest global funds network connecting the worlds leading financial organisations.

Our mission is to reduce complexity risk and costs enabling the industry to deliver greater value to investors. Over 4500 clients in 56 countries and territories benefit from SS&C/Calastones services processing over 250 billion of investment value each month. Calastone is headquartered in London and has offices in Luxembourg Hong Kong Taipei Singapore New York and Sydney.

Why You Will Love It Here!

• Flexibility: Hybrid Work Model & a Business Casual Dress Code including jeans

• Your Future: 401k Matching Program Professional Development Reimbursement

• Work/Life Balance: Flexible Personal/Vacation Time Off Sick Leave Paid Holidays

• Your Wellbeing: Medical Dental Vision Employee Assistance Program Parental Leave

• Wide Ranging Perspectives: Committed to Celebrating the Variety of Backgrounds Talents and Experiences of Our Employees

• Training: Hands-On Team-Customized including SS&C University

• Extra Perks: Discounts on fitness clubs travel and more!

What You Will Get To Do:

• TheIncident Managerleads the coordination and resolution of major incidents that impactbusiness-criticalservices ensuring rapid service restoration and minimal business disruption.

• This role focuses on leadershipfacilitationcommunicationoutage documentationand process execution andrequiressome experience intechnical troubleshooting. The Incident Manager acts as thecentral pointof control duringhigh-severityincidents andmaintainsaccountability from when the issue isidentifiedand all the waythroughtoclosureof the issue.

• Responsibilities include directingcross-functionalresponse teams managing incident prioritization and escalation and providing cleartimelycommunication to stakeholders and leadership. The Incident Managerworks with the Problem Management Team toassistwith the facilitation ofpost-incidentreviews drives corrective action trackingIncident Report Assistanceandidentifiestrends to improve service stability. This role contributes to the development and continuous improvement of incident management policies procedures and best practices aligned with IT service management frameworks.

• The Incident Managerdemonstratesstrongdecision-makingand composure inhigh-pressuresituations with the ability to assess business impact and guide teams toward resolution. The rolemay also berequiredto Mentor and Coach other Incident Managers to provide guidance on professionalismand influence operational improvements without direct people management responsibility.

What you will bring:

• Requires a minimum of2 years ofpost-secondaryeducationandat least 2 years of major incident orhigh-severityissue handling experiencein a production environment.

• Familiarity with Incident Management or ITIL practices and strong stakeholder communication skills are essential.

Unless explicitly requested or approached by SS&C Technologies Inc. or any of its affiliated companies the company will not accept unsolicited resumes from headhunters recruitment agencies or fee-based recruitment services.

Applications will be accepted on an ongoing basis until the position is filled.

SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race color religious creed gender age marital status sexual orientation national origin disability veteran status or any other classification protected by applicable discrimination laws.