Incident Management Analyst
4 days ago
Provides new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions and complaints. Provides customer services relating to sales, sales promotions, installations and communications. Ensures that good customer relations are maintained, and customer claims and complaints are resolved fairly and effectively, and in accordance with the consumer laws. Develops organization-wide initiatives to proactively inform and educate customers. Develops improvement plans in response to customer surveys.
Why Nasdaq
When you work at Nasdaq, you're working for more open and transparent markets so that more people can access opportunities. Connections can be made, jobs can be created, 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 unique 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 productively and effectively 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 create.
What You Will Do
• As a Business Incident Manager (BIM), you will be accountable for supervising and reporting the operational management of incidents to ensure compliance with service level agreements (SLAs) and business expectations. You will engage in proactive service management to minimize the impact on clients' business operations. Additionally, your duties will include analyzing incident trends for service improvement, facilitating regular service review meetings, and contributing to the improvement of service management documentation. You will coordinate with technical teams, document incident reports, conduct post-incident reviews, and ensure that all incidents are recorded in accordance with Nasdaq standards.
- Maintain clear and consistent communication with partners during incident management.
- Provide periodic updates of the business and client impact to relevant collaborators.
- Document incident reports, resolution steps, and follow-up actions.
- Perform post-incident reviews to identify root causes and prevent recurrence.
- Work with the service delivery teams to develop and maintain incident management procedures to align with SLA targets.
- Collaborate with partners to ensure clear communication about incident status, potential business impact, and encouraged resolution times.
- Analyze incident trends to identify areas for service improvement and contribute to the continuous improvement of incident management processes.
- Facilitate regular service review meetings with Nasdaq clients and internal teams to assess performance against SLAs.
- Contribute to the maintenance and improvement of service management documentation and service catalogs.
- Experience Required- 3- 7 Years in Business Incident management /Operational management, Service management, service delivery role.
- Understanding of one or more aspects of Trading and Trade Processing: trade capture and pricing, trade workflow, cash flows, sensitivity, and other risk analyses, settlements, position management.
- Experience in working with financial products (FX, Fixed Income, Equity, MM, and derivatives market) and financial market data (Quotes, Yield Curves, FX Curves, Volatility Surfaces) is desirable.
- A good understanding of financial risk management, model validation and different approaches to calculation of risk.
- Experience with Financial Market Data Providers such as Bloomberg and Refinitiv.
- Bachelor/Master in computer science.
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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