Level 3 Product Technical Support Incident Manager, AVP
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From State Street’s original posting
Role Summary The Level 3 Product Technical Support Incident Manager owns the end-to-end lifecycle of major (Sev1/Sev2) incidents across the SaaS APAC estate — driving speed, structure, and clarity from detection through resolution and post-incident review. The role is the single point of coordination that prevents multiple teams from chasing different root causes simultaneously, protects the client experience through disciplined communication, and converts every significant incident into durable problem-management and preventive action. This is a process-leadership role: the Incident Manager directs the response, while L3/L4 own the technical diagnosis and fix. Primary Objective Restore service in the shortest possible time through structured command of the incident, maintain authoritative stakeholder communication, and ensure every major incident is followed by root-cause analysis (RCA), ensuring closure and documenting preventive actions. Key Responsibilities • Incident command — Own and drive the major-incident process; coordinate Support, L3/ASE, SaaS Ops, DevOps, and Infrastructure to a single resolution path. • Severity & impact assessment — Rapidly establish business,…
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