Role Summary
The Level 3 Product Technical Support Incident Manager owns the end-to-end lifecycle of major (Sev1/Sev2) incidents across the SaaS APAC estate — driving speed, structure, and clarity from detection through resolution and post-incident review. The role is the single point of coordination that prevents multiple teams from chasing different root causes simultaneously, protects the client experience through disciplined communication, and converts every significant incident into durable problem-management and preventive action. This is a process-leadership role: the Incident Manager directs the response, while L3/L4 own the technical diagnosis and fix.
Primary Objective
Restore service in the shortest possible time through structured command of the incident, maintain authoritative stakeholder communication, and ensure every major incident is followed by root-cause analysis (RCA), ensuring closure and documenting preventive actions.
Key Responsibilities
- Incident command — Own and drive the major-incident process; coordinate Support, L3/ASE, SaaS Ops, DevOps, and Infrastructure to a single resolution path.
- Severity & impact assessment — Rapidly establish business, client, portfolio, market, trading, and regulatory impact to confirm severity rating and determine response cadence.
- Communications ownership — Be the single exec-level voice for status; issue timely, accurate updates to clients, executives, and internal stakeholders throughout the incident.
- Coordination & de-confliction — Determine appropriate subject matter experts immediately; prevent duplicated or conflicting investigation streams; ensure clear ownership of each workstream and decision.
- Timeline & audit trail — Maintain an accurate incident timeline, decisions log, and evidence trail to support review and regulatory scrutiny.
- Escalation management — Decide when to escalate and engage other teams such as SaaS Ops, DevOps, Infrastructure, or Engineering and manage the escalation path with urgency and judgement.
- Post-incident review — Chair blameless post-mortems, capture corrective and preventive actions, and track them to closure with clear owners.
- Problem management — Partner with L3 to convert recurring incidents into problem records and drive systemic remediation.
- Continuous improvement — Monitor incident metrics (MTTR, recurrence, SLA adherence) and drive readiness through runbooks, on-call discipline, and table-top exercises.
- Domain specific skills – OMS; EMS; IBOR; Portfolio Management; Market Data; Batch processing; Trade processing; Securities lifecycle
Skills & Experience
- 7+ years in IT service management or production operations, with demonstrable major-incident command experience.
- Strong grasp of ITIL incident, problem, and change-management disciplines (certification preferred).
- Critical thinking - Analysing logic and facts to validate technical recovery plans without needing deep, hands-on coding skills.
- Proven ability to lead high-pressure Sev1 bridges and remain calm, structured, and decisive.
- Exceptional written and verbal communication — able to brief traders, executives, and clients with clarity and confidence.
- Proven ability in clear process documentation and governance thereof.
- Financial services / investment management / trading systems context strongly preferred; CRIMS familiarity a plus.
- Hands-on with ITSM tooling (e.g. ServiceNow, Salesforce, Jira) and comfortable interpreting logs, dashboards, and monitoring signals. Technical framework knowledge and application (i.e. ITIL for structured incident lifecycles)
- Business-impact thinking over pure technical troubleshooting; strong stakeholder-management and influencing skills.
- Conduct and lead thorough post incident review (including detailed RCA analysis)
- Demonstrated track record of continuous improvement
- B.S. in a technical or business discipline, or equivalent operational experience.
Additional requirements
Periodic off-hours support
About State Street
What we do. State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation, we’re making our mark on the financial services industry. For more than two centuries, we’ve been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.
Work, Live and Grow. We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary by location, but you may expect generous medical care, insurance and savings plans, among other perks. You’ll have access to flexible Work Programs to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.
Inclusion, Diversity and Social Responsibility. We truly believe our employees’ diverse backgrounds, experiences and perspectives are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift programs and access to employee networks that help you stay connected to what matters to you.
State Street is an equal opportunity and affirmative action employer.
Discover more at StateStreet.com/careers
About State StreetAcross the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.
We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.
As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.
Discover more information on jobs at StateStreet.com/careers
Read our CEO Statement
Skills Required
- 7+ years of experience in IT service management or production operations
- Demonstrable experience commanding major incidents
- Strong understanding of ITIL incident, problem, and change management disciplines
- ITIL certification
- Ability to analyze logic and facts and validate technical recovery plans
- Experience leading high-pressure Sev1 incident bridges
- Exceptional written and verbal communication skills
- Ability to brief traders, executives, clients, and internal stakeholders clearly
- Experience with process documentation and governance
- Financial services, investment management, or trading systems experience
- CRIMS familiarity
- Hands-on experience with ITSM tools such as ServiceNow, Salesforce, or Jira
- Ability to interpret logs, dashboards, and monitoring signals
- Knowledge of OMS, EMS, IBOR, portfolio management, market data, batch processing, trade processing, or securities lifecycle systems
- Strong stakeholder management and influencing skills
- Experience conducting post-incident reviews and detailed root-cause analysis
- Demonstrated continuous-improvement experience
- Bachelor's degree in a technical or business discipline, or equivalent operational experience
- Availability for periodic off-hours support
State Street Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about State Street and has not been reviewed or approved by State Street.
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Retirement Support — Retirement support is framed as a standout component, highlighted by a 401(k) match described as 100% on the first 6% of base salary. This is positioned as a meaningful offset to less competitive cash compensation for some roles.
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Leave & Time Off Breadth — Leave and time off are portrayed as relatively robust, with references to multi-week vacation, paid holidays, sick time, and additional days tied to wellness or volunteering. This breadth is repeatedly treated as a tangible part of total rewards beyond base pay.
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Wellbeing & Lifestyle Benefits — Wellbeing and lifestyle benefits are presented as extensive, including the BeWell program, fitness discounts, onsite or supported health resources, and financial counseling. These offerings are depicted as strengthening the overall benefits proposition even when pay satisfaction is tepid.
State Street Insights
What We Do
At State Street, we partner with institutional investors all over the world to provide comprehensive financial services, including investment management, investment research and trading, and investment servicing. Whether you are an asset manager, asset owner, alternative asset manager, insurance company, pension fund or official institution, you can rely on us to be focused on your challenges. We are committed to doing what it takes to help you perform better — now and in the future
