Senior Customer Support/Operations Analyst

• 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.