Level 3 Product Technical Support Incident Manager, AVP

About the role

The Level 3 Product Technical Support Incident Manager owns the end‑to‑end lifecycle of major (Sev1/Sev2) incidents across State Street's SaaS APAC estate. The role drives rapid, structured response, ensures clear communication with clients and executives, and turns each incident into a preventive action.

Key responsibilities

• Command major‑incident process, coordinating Support, L3/ASE, SaaS Ops, DevOps and Infrastructure.
• Assess severity and business impact to set response cadence.
• Provide executive‑level status updates to clients, executives and internal stakeholders.
• De‑conflict investigations, assign workstreams and maintain an accurate incident timeline and audit trail.
• Lead blameless post‑mortems, capture corrective actions and drive problem‑management with L3 teams.

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

• ITSM tooling experience (ServiceNow, Salesforce, Jira).
• ITIL framework knowledge.
• Domain knowledge of OMS, EMS, IBOR, portfolio management, market data, batch and trade processing, securities lifecycle.