Incident and Problem Manager

Incident and Problem Manager

ChicagoNew York

Posted 26 Days Ago

With respect to NY, CA, and IL based applicants, the starting base pay range for this role is between USD 150000 and USD 200000 annually. The actual base pay is dependent upon several factors, including, but not limited to, relevant experience, business needs and market demands. This role may also be eligible for bonus compensation and employee benefits.

We are seeking an IT Service Manager to support and strengthen core IT service management practices across the firm. Reporting to the lead for the function, this role will act as a second IT Service Manager within the team, helping to run and continuously improve key ITSM disciplines across a fast-paced trading environment.

The role will have significant responsibility across Major Incident Management, Problem Management, Change Management, and IT service governance, helping to ensure adherence to service standards, controls, and SLAs. The successful candidate will work closely with the ITSM lead and broader technology teams to drive high-quality operational processes, improve reporting and governance, identify recurring themes and service pain points, and help prioritize improvements that enhance user experience and service reliability.

We are looking for someone with strong experience in financial technology, front-office, or trading environments, with a clear understanding of the pace, risk, and stakeholder expectations that come with supporting business-critical platforms. This person should be comfortable coordinating across teams, bringing structure and accountability to service processes, and operating effectively with both day-to-day operational detail and senior management reporting.

Experience with Atlassian tools, particularly Jira Service Management (JSM), would be beneficial, especially in supporting workflow design, queue management, reporting, and service process maturity. Broader exposure to productivity tooling, workflow automation, or lightweight service improvement engineering would also be advantageous. We are looking for someone with strong technical curiosity and an interest in how tools, workflows, and automation can improve service delivery and user experience.

Key responsibilities

• Support the leadership and day-to-day operation of Major Incident Management, Problem Management, and Change Management processes
• Help maintain effective IT service governance, including compliance with service standards, controls, and SLAs
• Oversee governance of service requests and lower-level incidents, ensuring consistent triage, process discipline, and service quality
• Produce and enhance reporting on service performance, incident themes, SLA outcomes, change quality, and operational trends
• Identify recurring issues and service improvement themes, and help escalate priorities and recommendations to senior management
• Partner with technology teams to improve service maturity, accountability, and continuous improvement across support processes
• Support and enhance ITSM workflows in Jira Service Management

Candidate profile

• Strong experience in IT Service Management, particularly Incident Management, within a financial technology, hedge fund, asset management, banking, or trading environment
• Practical experience of Major Incident, Problem, and Change Management
• Experience with service governance, SLA management, reporting, and continuous improvement
• Good working knowledge of Atlassian / Jira Service Management
• Strong stakeholder management, communication, and organisational skills
• Ability to operate effectively in a high-pressure, business-critical technology environment
• Nice to have: experience with workflow automation, integrations, or internal productivity tooling