Senior Analyst - Business Incident Manager / SLA Operations at Nasdaq Australia

Mumbai, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

06 Jun, 26

Salary

0.0

Posted On

08 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Incident Management, SLA Operations, Service Level Agreements, Critical Incident Reporting, Service Management, Service Improvement, Service Review Meetings, Incident Reporting, Post-Incident Reviews, ServiceNow, Power BI, BMC Remedy, Jira Software, AWS, OCI, ITIL

Industry

Financial Services

Description

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. Analyze 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 Experience: 3–6 years of relevant IT experience, preferably in incident or service management roles. Strong understanding of IT Service Management (ITSM) principles and frameworks, with ITIL Foundation certification or equivalent working knowledge considered an advantage. Solid knowledge of SLA management, monitoring, and operational reporting. Hands‑on experience with ServiceNow, along with working knowledge of Power BI, BMC Remedy, and Jira Software for incident tracking and workflow management. Basic understanding of cloud infrastructure environments, including AWS and OCI. Exposure to or familiarity with AI‑based automation initiatives is an added advantage. 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. Does it sound like you? What happens now? As the selection process is ongoing, please submit your application in English as soon as possible. We will get back to you in 2-3 weeks. What will it be like working here? Nasdaq is a vibrant and entrepreneurial company where everyone is encouraged to take initiative, challenge status quo, and take intelligent risks. We want everyone to feel welcome and bring their authentic self to work. Every day, we are building a culture where we all feel connected, supported and empowered. We are a Hybrid-first environment that embraces work-life balance and fosters well-being. What do we offer you? Annual monetary bonus. An opportunity to become a Nasdaq shareholder Employee Stock Purchase Program Nasdaq stocks with a discount Health Insurance Program Flexible working schedule and hybrid way of work Flex day program (up to 6 paid days off a year) in addition to standard vacations and holidays Internal mentorship program – get a mentor or become one Wide selection of online learning resources, e.g., Udemy 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. Nasdaq is a leading global provider of trading, clearing, exchange technology, listing, information, and public company services. As the creator of the world's first electronic stock market, its technology powers more than 100 marketplaces in 50 countries. Nasdaq is home to over 4,000 total listings with a market value of approximately $12 trillion. To learn more, about our business visit business.nasdaq.com. Check out more about our Life at Nasdaq. 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. At Nasdaq, we’re proud to be the engine behind the world’s capital markets. But we don’t stop there. We build the technology that drives transparency, trust, and access—helping economies grow and people thrive. Our purpose is to advance economic progress for all. Whether you’re a client, a colleague, or part of our broader community, we’re here to move markets—and possibilities—forward. Join our Talent Community to stay in the loop on upcoming roles, events, and new opportunities across Nasdaq. Our hybrid work model, NasdaqBlend, gives you flexibility to do your best work—whether that’s from home, in the office, or a mix of both. Check the job listing or reach out to our team for role-specific details. We’re a global team of over 8,500 innovators across 38 countries, united by a shared purpose: advancing economic progress for all. It’s not just what we do—it’s how we do it, together. Want a deeper look into our culture? Explore our Culture Book. We support your success through You&Q, our total rewards program that covers every dimension of life—from building wealth and growing your career to prioritizing well-being and family care. Join the Team Advancing Economic Progress for All.

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Responsibilities

The Business Incident Manager is accountable for supervising and reporting operational incident management to ensure compliance with SLAs and business expectations, while proactively engaging in service management to minimize client impact. Duties also include analyzing incident trends for service improvement, facilitating service review meetings, coordinating with technical teams, and documenting all incident procedures according to Nasdaq standards.