Level 3 Product Technical Support Incident Manager, AVP
Core
Own 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.
Role type
Senior IC incident manager (financial services)
Builds
Incident response processes and preventive actions for SaaS platforms
Domain
Financial services / Investment management / Trading systems
Required skills
Incident command, Severity & impact assessment, Stakeholder communication, Coordination & de-confliction, Escalation management, Post-incident review, Problem management, Continuous improvement, ITIL disciplines, ITSM tooling
Preferred skills
Financial services context, CRIMS familiarity, Runbook creation, Table-top exercises
Technologies
ServiceNow, Salesforce, Jira, OMS, EMS, IBOR, Portfolio Management, Market Data, Batch processing, Trade processing, Securities lifecycle
Responsibilities
Own and drive the major-incident process; Establish business and regulatory impact; Issue timely status updates to clients and executives; Determine subject matter experts and prevent duplicated investigations; Maintain accurate incident timelines and evidence logs; Engage other teams during escalations; Chair blameless post-mortems and track corrective actions; Convert recurring incidents into problem records; Monitor incident metrics and drive readiness.
Seniority
Senior, hands-on IC