Manager - Business Incident Management at Nasdaq

Mexico City, Mexico City, Mexico

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

FinTechIndustries

Requirements

Bachelor's degree in Information Technology or related field
5+ years of experience in incident management, product support, service delivery, or operations management
ITIL v4 Foundation certification
Proven leadership experience

Responsibilities

Lead and mentor a team of Business Incident Managers
Conduct performance reviews, provide career development guidance, and manage team capacity planning
Foster a culture of continuous improvement and operational excellence within the team
Recruit, onboard, and develop talent to build a world-class Business Incident Management organization
Oversee the end-to-end incident management process to ensure compliance with enterprise SLAs and business expectations
Develop and implement incident management strategies aligned with business objectives and regulatory requirements
Establish key performance indicators (KPIs) and metrics to measure and improve incident management effectiveness
Drive proactive service management initiatives to minimize business impact and enhance client satisfaction
Serve as the primary escalation point for critical business incidents affecting key clients
Manage relationships with senior stakeholders, including executives, client leadership, and technical teams
Present incident management performance reports and recommendations to leadership
Lead crisis communication during major incidents, ensuring transparent and timely updates to all stakeholders
Analyze incident trends and patterns to identify systemic issues and drive strategic improvements
Collaborate with cross-functional teams to enhance incident prevention and response capabilities
Lead the development and maintenance of incident management policies, procedures, and documentation
Oversee the facilitation of regular service review meetings with Nasdaq clients and internal teams
Manage incident management tools and technologies, driving automation and efficiency improvements
Coordinate with technical teams to ensure swift resolution of complex incidents
Lead post-incident reviews for major business disruptions and ensure implementation of corrective actions

Skills

Key technologies and capabilities for this role

Incident ManagementTeam LeadershipPerformance ReviewsCapacity PlanningSLA ComplianceKPIsStakeholder ManagementService DeliveryOperational ResilienceRegulatory ComplianceTalent DevelopmentContinuous Improvement

Questions & Answers

Common questions about this position

Is this position remote or does it require working in an office?

The role is based in the Mexico office and requires working there.

What salary or compensation is offered for this Manager position?

This information is not specified in the job description.

What key skills and experience are required for this role?

Candidates need proven leadership experience, expertise in incident management processes, stakeholder communication skills, and the ability to drive process improvements and operational excellence.

What is the company culture like at Nasdaq for this team?

Nasdaq emphasizes innovation, leadership, operational excellence, continuous improvement, and building high-performing teams while revolutionizing markets with new technologies.

What makes a strong candidate for this Business Incident Management Manager role?

A strong candidate has proven leadership experience, shares Nasdaq's values, and demonstrates a desire to deliver top-tier technology solutions, with skills in team mentoring, strategic incident management, and stakeholder communication.

Nasdaq

Operates electronic stock exchange and financial services

About Nasdaq

Nasdaq operates one of the largest electronic stock exchanges in the world, providing a platform for buying and selling securities. It caters to a wide range of clients, including individual and institutional investors, as well as corporations. Nasdaq offers various financial products and services, such as the Nasdaq Smart Portfolio, which uses advanced analytics to help investors optimize their stock portfolios. Additionally, Nasdaq supports non-financial marketplaces and is recognized for its efforts in sustainable investment practices. The company earns revenue through transaction and listing fees, along with subscription services for its products. Nasdaq aims for global expansion and innovation, with nearly 40 offices around the world.

New York City, New YorkHeadquarters

1971Year Founded

$9,370.5MTotal Funding

IPOCompany Stage

Data & Analytics, Fintech, Financial ServicesIndustries

5,001-10,000Employees

Risks

Adenza acquisition's high price may affect shareholder confidence and stock performance.

Integration of Metrio's ESG software may face challenges, delaying expected benefits.

Nasdaq's secondary stock offering could lead to stock dilution, affecting shareholder value.

Differentiation

Nasdaq operates one of the world's largest electronic stock exchanges.

Nasdaq offers advanced analytics through its Smart Portfolio for investment optimization.

Nasdaq is a pioneer in sustainable investment practices with a focus on ESG solutions.

Upsides

Nasdaq's acquisition of Adenza expands its financial technology capabilities.

Nasdaq's secondary stock offering could provide capital for strategic investments.

Nasdaq Private Market's Series B financing indicates strong investor confidence.

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