Manager - Business Incident Management

Nasdaq is looking for an experienced Manager - Business Incident Management to lead our Business Incident Management operations in our Mexico office.If innovation, leadership, and operational excellence drive you forward, this is the place for youNasdaq is continuously revolutionizing markets and undergoing transformations while we adopt new technologies to develop innovative solutions, constantly aiming to rewrite tomorrow.As a Manager - Business Incident Management, you will lead a team responsible for ensuring operational resilience, managing critical business incidents, and driving strategic improvements in Incident Management and Service Delivery.You will play a key role in delivering superior service experiences to our clients while building and mentoring a high-performing Business Incident Management team within the FinTech industry.We are looking for candidates who share our values along with proven leadership experience and a genuine desire to deliver top-tier technology solutions to today's markets.Team Leadership & ManagementLead and mentor a team of Business Incident ManagersConduct performance reviews, provide career development guidance, and manage team capacity planningFoster a culture of continuous improvement and operational excellence within the teamRecruit, onboard, and develop talent to build a world-class Business Incident Management organizationStrategic Incident ManagementOversee the end-to-end incident management process to ensure compliance with enterprise SLAs and business expectationsDevelop and implement incident management strategies aligned with business objectives and regulatory requirementsEstablish key performance indicators (KPIs) and metrics to measure and improve incident management effectivenessDrive proactive service management initiatives to minimize business impact and enhance client satisfactionStakeholder Management & CommunicationServe as the primary escalation point for critical business incidents affecting key clientsManage relationships with senior stakeholders, including executives, client leadership, and technical teamsPresent incident management performance reports and recommendations to leadershipLead crisis communication during major incidents, ensuring transparent and timely updates to all stakeholdersProcess Improvement & GovernanceAnalyze incident trends and patterns to identify systemic issues and drive strategic improvementsCollaborate with cross-functional teams to enhance incident prevention and response capabilitiesLead the development and maintenance of incident management policies, procedures, and documentationOperational ExcellenceOversee the facilitation of regular service review meetings with Nasdaq clients and internal teamsManage incident management tools and technologies, driving automation and efficiency improvementsCoordinate with technical teams to ensure swift resolution of complex incidentsLead post-incident reviews for major business disruptions and ensure implementation of corrective actionsBachelor's degree in Information Technology or related field5+ years of experience in incident management, product support, service delivery, or operations managementITIL v4 Foundation certificationCome as You AreNasdaq 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.#J-*****-Ljbffr