Level 3 Product Technical Support Incident Manager

State Street; City of Melbourne; On-site; AUD 140,000 - 200,000; Full time

Job summary

State Street is seeking an experienced Level 3 Product Technical Support Incident Manager to own end-to-end major incident lifecycles across the SaaS APAC estate, driving speed, structure and clear communication from detection to resolution and RCA.

The role coordinates Support, L3/ASE, SaaS Ops, DevOps and Infra to a single resolution path, protecting client experience with disciplined updates to executives and clients.

Qualifications

• 7+ years in IT service management or production operations with major-incident command experience.
• Strong grasp of ITIL incident, problem, and change-management disciplines.
• Critical thinking - analysing logic and facts to validate technical recovery plans.
• Proven ability to lead high-pressure Sev1 bridges with calm, structure, and decisiveness.
• Exceptional written and verbal communication to brief traders, executives, and clients.
• Proven ability in clear process documentation and governance.
• Financial services / investment management / trading systems context preferred; CRIMS familiarity a plus.
• Hands-on with ITSM tooling (e.g. ServiceNow, Salesforce, Jira) and interpreting logs, dashboards, and monitoring signals.
• Business-impact thinking and strong stakeholder-management.
• Conduct and lead thorough post-incident review (RCA) and drive improvements.
• Demonstrated track record of continuous improvement.
• BS in a technical or business discipline, or equivalent operational experience.

Responsibilities

• Own and drive the major-incident process across the SaaS APAC estate and coordinate multiple teams to a single resolution path.
• Assess severity and impact across business, client, portfolio, market, trading, and regulatory domains.
• Maintain executive-level status updates for clients and internal stakeholders.
• Identify and mobilize required SMEs to avoid duplicated investigations and ensure clear ownership.
• Maintain incident timeline, decisions log, and evidence trail for reviews and regulatory scrutiny.
• Decide escalation paths and manage urgency and judgement across teams.
• Chair blameless post-mortems, capture corrective actions, and track to closure.
• Partner with L3 to convert recurring incidents into problem records and drive remediation.
• Monitor MTTR, SLAs, and incident metrics; drive readiness via runbooks and on-call discipline.
• Domain skills: OMS; EMS; IBOR; Portfolio Management; Market Data.
• ITIL framework knowledge for structured incident lifecycles.

Skills

Major-incident command

ITIL disciplines

Critical thinking

Executive communication

ITSM tooling

Stakeholder management

Post-incident review

Continuous improvement

ITIL for structured lifecycles

Education

Bachelor's degree in technical or business discipline

Tools

ServiceNow

Salesforce

Jira

Job description

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 escalates 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 Street

Across 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

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Job ID: R-797571