Business Incident Manager / SLA Operations Analyst

Why Nasdaq

Nasdaq Technology is looking for a passionate Business Incident Manager / SLA Operations Analyst to join the Mumbai technology center in India. If Innovation and effectiveness drive you forward this is the place for you!
Nasdaq is continuously revolutionizing markets and undergoing transformations while we adopt new technologies to develop innovative solutions, constantly aiming to rewrite tomorrow. As a Business Incident Manager / SLA Operations Analyst , you will play a key role in the delivery of key insights to new and existing customers and will be part of discovering new technologies within the FinTech industry.

We are looking for candidates who share those values along with a genuine desire and drive to deliver top technology solutions to today's markets.

With this position we offer 

The main objective for the Incident and SLA Management team is to provide insight to our clients and management teams regarding SLA alignment and Critical Incident Reporting. As our new member, you will work with a growing group of hardworking and expert team members. 

Your role and responsibilities:

As a Business Incident Manager (BIM), you will be in 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 chipping in to the improvement of service management documentation. Additionally, 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.

Furthermore, you will: 

• 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.
• Analyse incident trends to identify areas for service improvement and supply to the continuous improvement of incident management processes.
• Facilitate regular service review meetings with Nasdaq clients and internal teams to assess performance against SLAs.
• Chip in to the maintenance and improvement of service management documentation and service catalogues.

We expect you to have 


• Understanding of IT Service Management principles and frameworks, such as ITIL.
• Knowledge of SLA management and reporting.
• Rudimentary understanding of security and network protocols, such as sFTP, VPN, HTTP(S), and SSH.
• Fundamental Know- how of Java and JVM process and other java tools.
• Elementary understanding of RDBMS PostgreSQL, Oracle etc.
• Basic Awareness of AWS and OCI infrastructure.

• Education Qualification:

Bachelor/Master in computer science.

It would be great if you

• Experience with service management tools (e.g., ServiceNow, BMC Remedy, Salesforce) is advantageous.
• Ability to work with monitoring tools and interpret system dashboards to manage incidents effectively.
• Experience with PowerBI.
• Awareness of compliance and regulatory frameworks relevant to the FinTech industry is desirable.

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.