Manager - Business Incident Management

Nasdaq is seeking an experienced Manager - Business Incident Management to lead operations in Mexico. This role involves ensuring operational resilience, managing critical business incidents, and driving strategic improvements in Incident Management and Service Delivery. The manager will lead and mentor a high-performing team, deliver superior client service, and contribute to Nasdaq's continuous innovation in the FinTech industry.

Must Have

• 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
• Recruit, onboard, and develop talent
• 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
• 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
• 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

Perks & Benefits

• Hybrid work model (NasdaqBlend)
• Total rewards program (You&Q) covering wealth, career, well-being, and family care

Manager - Business Incident Management

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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 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 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 & Management

• 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

Strategic Incident Management

• 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

Stakeholder Management & Communication

• 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

Process Improvement & Governance

• 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

Operational Excellence

• 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

• 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

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.

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