Level 3 Product Technical Support Incident Manager

About the role

The Level 3 Product Technical Support Incident Manager leads the end‑to‑end lifecycle of major (Sev1/Sev2) incidents across State Street’s SaaS APAC estate. The role ensures rapid restoration, disciplined communication, and conversion of incidents into preventive actions.

Key responsibilities

• Own and drive the major‑incident process, coordinating Support, L3/ASE, SaaS Ops, DevOps, and Infrastructure.
• Assess severity and impact quickly to set response cadence and escalation path.
• Serve as the single executive‑level voice, providing timely updates to clients, executives, and internal stakeholders.
• Maintain an accurate incident timeline, decisions log, and evidence trail for review and regulatory scrutiny.
• Chair blameless post‑mortems, capture corrective actions, and track them to closure.
• Partner with L3 to create problem records and drive systemic remediation.

Required profile

• 7+ years in IT service management or production operations with major‑incident command experience.
• Strong grasp of ITIL incident, problem, and change‑management disciplines (certification preferred).
• Proven ability to lead high‑pressure Sev1 bridges and communicate clearly with traders, executives, and clients.
• Experience in financial services or investment‑management environments is strongly preferred.

Required skills

• ServiceNow
• Salesforce
• Jira
• ITIL framework