Senior Customer Support/Operations Analyst

1 Year ago • All levels • Customer Service

Job Summary

Job Description

Nasdaq Technology is seeking a passionate Business Incident Manager / SLA Operations Analyst to join their Mumbai technology center in India. This role focuses on tracking and reporting operational incidents to ensure compliance with service level agreements (SLAs) and business expectations. Responsibilities include proactive service management to minimize client impact, analyzing incident trends for service improvement, facilitating service review meetings, and enhancing service management documentation. The analyst will coordinate with technical teams, document incidents, conduct post-incident reviews, and ensure adherence to Nasdaq standards. The position involves clear communication with stakeholders regarding incident status, business impact, and resolution times, aiming to improve incident management processes.
Must have:
  • Track and report operational incidents to ensure SLA compliance.
  • Minimize impact on clients' business operations.
  • Analyze incident trends for service improvement.
  • Facilitate service review meetings.
  • Coordinate with technical teams.
  • Document incident reports and conduct post-incident reviews.
  • Ensure incident recording per Nasdaq standards.
  • Communicate incident status, impact, and resolution times to stakeholders.
Good to have:
  • Experience with service management tools (e.g., ServiceNow, BMC Remedy, Salesforce).
  • Ability to work with monitoring tools and interpret system dashboards.
  • Experience with PowerBI.
  • Awareness of compliance and regulatory frameworks in FinTech.

Job Details

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.

  • As a Business Incident Manager (BIM), you will be responsible for tracking 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 contributing to the enhancement 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.

  • Maintain clear and consistent communication with stakeholders during incident management.
  • Provide regular updates of the business and client impact to relevant stakeholders.
  • 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 stakeholders to ensure clear communication about incident status, potential business impact, and expected resolution times.
  • Analyse incident trends to identify areas for service improvement and contribute to the continuous improvement of incident management processes.
  • Facilitate regular service review meetings with Nasdaq clients and internal teams to assess performance against SLAs.
  • Contribute to the maintenance and enhancement of service management documentation and service catalogues.

  • 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.

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About The Company

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—andpossibilities—forward.

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