Overview

The Incident & Problem Analyst is a technical subject‑matter generalist and a procedural expert responsible for managing incidents and problems across internal and customer‑facing IT services, with a focus on the Capital Markets environment. This role ensures rapid detection, triage, and remediation of incidents, while driving resiliency and long‑term stability through structured Problem Management practices.

Responsibilities

• Provide critical leadership in the remediation of incidents impacting the Capital Markets space.
• Actively participate as a key stakeholder during Major Incident events.
• Deliver timely, clear, and insightful incident updates to broad audiences of business and technical partners.
• Manage assigned incidents and problems within ServiceNow, following ITIL‑aligned processes.
• Lead incident post‑mortems, root cause analysis, and periodic problem review sessions.
• Use data analytics to ...