Lead IT Product Support Analyst

SS&C Technologies•Kansas City, MO

2d•Hybrid

About The Position

As a leading financial services and healthcare technology company based on revenue, SS&C is headquartered in Windsor, Connecticut, and has 27,000+ employees in 35 countries. Some 20,000 financial services and healthcare organizations, from the world's largest companies to small and mid-market firms, rely on SS&C for expertise, scale, and technology. The Incident Manager leads the coordination and resolution of major incidents that impact business-critical services, ensuring rapid service restoration and minimal business disruption. This role focuses on leadership, facilitation, communication, outage documentation, and process execution and requires some experience in technical troubleshooting. The Incident Manager acts as the central point of control during high-severity incidents and maintains accountability from when the issue is identified and all the way through to closure of the issue. Responsibilities include directing cross-functional response teams, managing incident prioritization and escalation, and providing clear, timely communication to stakeholders and leadership. The Incident Manager works with the Problem Management Team to assist with the facilitation of post-incident reviews, drives corrective action tracking, Incident Report Assistance, and identifies trends to improve service stability. This role contributes to the development and continuous improvement of incident management policies, procedures, and best practices aligned with IT service management frameworks. The Incident Manager demonstrates strong decision-making and composure in high-pressure situations, with the ability to assess business impact and guide teams toward resolution. The role may also be required to Mentor and Coach other Incident Managers to provide guidance on professionalism and influence operational improvements without direct people management responsibility.

Requirements

A minimum of 2 years of post-secondary education
At least 2 years of major incident or high-severity issue handling experience in a production environment.
Familiarity with Incident Management or ITIL practices
Strong stakeholder communication skills

Responsibilities

Leads the coordination and resolution of major incidents that impact business-critical services, ensuring rapid service restoration and minimal business disruption.
Acts as the central point of control during high-severity incidents and maintains accountability from when the issue is identified and all the way through to closure of the issue.
Directs cross-functional response teams, managing incident prioritization and escalation, and providing clear, timely communication to stakeholders and leadership.
Works with the Problem Management Team to assist with the facilitation of post-incident reviews, drives corrective action tracking, Incident Report Assistance, and identifies trends to improve service stability.
Contributes to the development and continuous improvement of incident management policies, procedures, and best practices aligned with IT service management frameworks.
Demonstrates strong decision-making and composure in high-pressure situations, with the ability to assess business impact and guide teams toward resolution.
May be required to Mentor and Coach other Incident Managers to provide guidance on professionalism and influence operational improvements without direct people management responsibility.