Operations Lead-Application, Infrastructure & Service Management

State Street; United States; Remote; USD 238,000 - 262,000; Full time

Benefits offered by this job

401K with company match

Medical, dental, vision insurance

Long-term disability insurance

Paid time off

Employee assistance program

Incentive compensation

Job summary

State Street seeks an Operations Lead responsible for governing Incident Management, continuous service improvement, and SLAs/KPIs. The role includes leading Major Incident Management, configuring xMatters for escalations, and supervising a Mission Control team while coordinating with Risk and Audit bodies.

Requires ITIL V3 certification, 7+ years in IT/Support, and ServiceNow expertise, with 5+ years serving financial institutions and global operations experience.

Qualifications

• Master’s degree in IT or related field with 7 years of IT/support experience.
• Bachelor’s degree plus 10 years of IT/support experience accepted.
• Experience running a global Operations team and incident management.

Responsibilities

• Govern Incident Management processes and SLAs/KPIs.
• Oversee Major Incident Management and escalation handling.
• Coordinate with Risk Management and Audit for incidents.
• Oversee Service Now development for Incident Management.
• Lead and manage a Major Incident Management team.

Skills

Incident management

Major incident handling

Communication mgmt

Risk management liaison

ITIL V3 knowledge

Education

Master’s degree in IT or related field

Bachelor’s degree in IT or related field

Tools

ServiceNow

xMatters

Windows

Linux

Networking

Job description

Operations Lead-Application, Infrastructure & Service Management (State Street Bank and Trust Company; Boston, MA): Specific duties of the Operations Lead position include: govern the Incident Management Process; govern Continuous Service Improvement for Incident Management; define and Maintain Corporate Policy for Incident Management; maintain a Priority and Impact Determination Matrix for Incident Management; define, measure and control SLAs and KPIs for Incident Management; build and govern an Incident Management Controls deck; work with Risk Management and Audit bodies for Incident Management; remediate Risk and Audit findings for Incident Management; govern ITIL Maturity for Incident Management; govern an Incident Aging Ticket Management process; act as an Elevated Communication Manager for critical Major Incidents; act as a Major Incident Manager; manage a Major Incident Management team; manage and configure xMatters for Major Incident escalations; define requirements for and oversee Service Now development for Incident Management; manage vendor contracts, transitions and commercials for Incident Management; manage a Mission Control team; govern a Major Event Management process; govern a Critical Care process; govern a Hypercare process; govern a Year End Stability process; run a Service Desk focused on Priority 1 and 2 Incident restoration; and interact with Technology Modernization and Cloud transformation project deployments. Telecommuting from within the United States permitted pursuant to Company policy.

Minimum requirements: Master’s degree, or its equivalent, in Information Technology or a related technical field; plus 7 years of experience in an Information Technology and Support role. Alternatively, will accept a Bachelor’s degree, or its equivalent, in Information Technology or a related technical field; plus 10 years of experience in an Information Technology and Support role.

Total experience above must include the following: 5 years of experience working for or providing services to a Financial Institution; 5 years of experience running a global Operations team; 7 years of experience working in Incident Management; and 7 years of experience with Service Now.

Must also have: ITIL V3 certification; certification in a specialized technology such as Windows, Linux, or Networking. Must also have: proven experience defining requirements for and overseeing Service Now development for Incident Management; proven experience governing Continuous Service Improvement for Incident Management; proven experience defining a Priority and Impact Determination Matrix for Incident Management; proven experience working with Risk Management and Audit bodies for Incident Management; proven experience as an Elevated Communication Manager for Major Incident; proven experience as a Major Incident Manager; and demonstrated knowledge of multiple IT disciplines across Application and Infrastructure Development and Operations. (Unless otherwise indicated, State Street is seeking the stated ability in the skills listed above with no specific number of years or amount of experience required. All experience can be gained concurrently.)

#LI-DNI

Salary Range:

$238,285 - $262,113 Annual

The range quoted above applies to the role in the primary location specified. If the candidate would ultimately work outside of the primary location above, the applicable range could differ.

Employees are eligible to participate in State Street’s comprehensive benefits program, which includes: our retirement savings plan (401K) with company match; insurance coverage including basic life, medical, dental, vision, long-term disability, and other optional additional coverages; paid-time off including vacation, sick leave, short term disability, and family care responsibilities; access to our Employee Assistance Program; incentive compensation including eligibility for annual performance-based awards (excluding certain sales roles subject to sales incentive plans); and, eligibility for certain tax advantaged savings plans.

For a full overview, visit https://hrportal.ehr.com/statestreet/Home.

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.

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Job Application Disclosure:

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.