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Business Incident Manager

4 weeks ago

Taguig, National Capital Region, Philippines Nasdaq Full time

Why Nasdaq

When you work at Nasdaq, you are working for more open and transparent markets so that more people can access opportunities. Connections can be made, jobs can be built, and communities can thrive. We want all our employees to have access to opportunity, too. That means planning for career growth, ensuring you have the tools you need, and promoting an inclusive culture where we're all valued for our outstanding perspective.

Here, you will work for a global tech leader committed to breaking down barriers to inclusive prosperity. We see technology as a means to free people up to work together more efficiently and optimally by centralizing data, analytics, and market intelligence.

Here, we're committed to building a more diverse and inclusive workforce. Not only is it our responsibility to do better, but we also need representative voices to power the fresh thinking that is vital for our business and our clients.

What We Offer

This is a permanent full-time role based in Bonifacio Global City, Taguig following a hybrid work model setup (at least 2 in-office days per week).

You can expect an autonomous but fast-paced work environment where you are recognized for your results and ability to drive things forward. Every day brings many opportunities to learn & grow and rewards with a global impact we build.

In return, you will receive HMO coverage for you and your dependents, employee stock purchase plan, equity grant, retirement plan, annual bonus, free counseling sessions, subscription to e-learning platforms, fitness, wellness and more.

What You Will Do

As a Business Incident Manager, you will be responsible for providing client services and support for the Nasdaq Trade Surveillance product and service offerings. You will be part of the global Business Incident Management Team that provides 24 x 5.5 standard and emergency support. This includes handling of incident-related inquiries from users globally and supervising service delivery.

  • Monitoring and managing production incidents affecting Nasdaq Trade Surveillance clients, ensuring minimal disruption to client activities.
  • Maintaining clear and consistent communication with clients and stakeholders during incident management life cycle.
  • Providing regular business updates and client impact relevant to stakeholders.
  • Creating incident reports and incident communications for clients and stakeholders.
  • Providing day-to-day product support to Nasdaq Trade Surveillance (NTS) client base.
  • Joining post-incident reviews to identify root causes and prevent recurrence.
  • Ensuring all incidents are recorded and supervised in accordance with Nasdaq standards.
  • Tracking, following up, and resolving operational, technical, and user-reported issues.
  • Monitoring: Application QoS, Subscription processing, Systems & Market provider notifications.
  • Troubleshooting and resolving any issues relating to production incidents. Collaborating with various technical teams to ensure swift resolution of incidents.
  • Updating knowledge base systems and processes to provide guidelines on Business Incident Management process.
What We Expect
  • Bachelor's Degree or equivalent experience in Computer Science, Information Systems or other related field.
  • For non-degree holders, at least 4 years work experience in Data Center, Trading, Computer, or Network Operations.
  • Ability to optimally use tools such as JIRA, Confluence, SVN, Putty, MS Office (in particular Excel).
  • Knowledge in Incident, Problem, and Change Management Life Cycle.
  • Good understanding of Service Level metrics.
  • Basic data analysis skills.
  • Excellent verbal and written communication skills.
  • Proven attention to detail and organizational skills.
  • Critical thinking and natural curiosity; a self-learner.
  • Excellent problem-solving skills. Prior technical background in Software-as-a-Service (SaaS) is a plus.
  • Prior experience in similar product or incident management support role - Technical & Helpdesk Support or equivalent is a plus.
  • Understanding of financial markets and trading concepts is an advantage.
  • Prior experience in handling Incident Management is an advantage.
  • ITIL and Six Sigma Certifications are a plus.
  • Amenability to work in night shift schedule.
Does It Sound Like You?

Please follow through by clicking the "Apply" link and submitting your application. If your skills and experience are a match, we will be in touch soon. In the meantime, please visit our website and social media channels to learn more about our innovative business, inclusive culture and discover why Nasdaq Manila is Great Place To Work certified

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.
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