Incident Command Lead – Production Reliability

State Street; Boston (MA); On-site; USD 70,000 - 118,750; Full time

Job summary

State Street Investment Management is seeking a technically strong professional to lead production support and incident management across Client Experience applications. You will serve as the first escalation point for major incidents, coordinating with application, infrastructure, security, vendor, and support teams to ensure timely resolution and platform stability.

You will triage incidents, drive bridges, and communicate status to senior leadership while identifying risks and driving

Qualifications

• Bachelor's degree in Computer Science, Information Systems, Engineering, or a related technical discipline.
• 5+ years of experience in software development, production support and enterprise technology operations.
• Strong knowledge of enterprise applications, shared services, and distributed system architectures.
• Hands-on experience with Java, Python, and SQL.
• Experience supporting applications hosted on AWS and cloud-native platforms.
• Strong understanding of databases, application infrastructure, networking concepts, and enterprise platforms.
• Knowledge of application security principles, and operational risk controls.
• Experience working with monitoring, logging, and observability tools.
• Understanding of incident management, problem management, change management, and IT operational processes.
• Knowledge of AI technologies and practical application of AI-driven operational capabilities is preferred.
• Strong analytical, troubleshooting, problem-solving, and decision-making skills.
• Excellent communication and stakeholder management skills with the ability to operate effectively during high-severity incidents.
• Experience in financial services or highly regulated environments is preferred.

Responsibilities

• Partner closely with production support and infrastructure teams for incident triage, prioritization, and resolution.
• Coordinate with application, infrastructure, database, security, and vendor teams to accelerate incident resolution and minimize business impact.
• Provide clear, concise, and timely communications to business and IT leadership regarding incident status, risk, mitigation actions, and resolution progress.
• Lead incident bridge calls and facilitate collaboration across multiple technology teams during major incidents.
• Monitor production health, identify service degradation trends, and proactively accelerate potential risks.
• Perform root cause analysis reviews and track corrective actions to closure.
• Identify recurring issues and recommend stability, monitoring, automation, and process improvements.
• Support implementation of monitoring, alerting, and operational readiness best practices across applications.
• Collaborate with development teams to improve application reliability, resiliency, and supportability.
• Maintain incident management documentation, operational procedures, and support runbooks.
• Contribute to continuous improvement initiatives focused on operational efficiency, platform stability, and customer experience.

Skills

Java

Python

SQL

Incident management

Analytical thinking

Stakeholder management

Troubleshooting

Communication

Education

BSc in CS/IS/Engineering

Tools

Monitoring tools

AWS/cloud-native platforms

Job description

State Street Investment Management is seeking a technically strong professional to lead production support and incident management across Client Experience applications. You will serve as the first escalation point for major incidents, coordinating with application, infrastructure, security, vendor, and support teams to ensure timely resolution and platform stability.

You will triage incidents, drive bridges, and communicate status to senior leadership while identifying risks and driving