Incident and Problem Manager

About the role

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.

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

Requirements

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.

Qualifications

• 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 organizational skills
• Ability to operate effectively in a high-pressure, business-critical technology environment

Skills

• Strong technical curiosity and an interest in how tools, workflows, and automation can improve service delivery and user experience
• Broad exposure to productivity tooling, workflow automation, or lightweight service improvement engineering is advantageous

Benefits

This is a full-time position with competitive compensation and benefits package, including health insurance, retirement plans, and flexible work arrangements.

Pay

The salary range for this role is $100,000 - $150,000 annually, depending on experience and qualifications.

Schedule

The role is based in our New York office and requires a minimum of 40 hours per week.