Business Incident Manager

Business Incident Manager / SLA Operations Analyst Are you driven by innovation and operational excellence? At Nasdaq, we’re transforming global markets through cutting-edge technology. We’re looking for a strategic and analytical Business Incident Manager / SLA Operations Analyst to join our team. This role is essential to ensuring service quality, effective incident management, and adherence to service level agreements (SLAs). Your Impact in This Role: As a Business Incident Manager , you will: Monitor and report operational incidents, ensuring compliance with SLAs and business expectations. Lead proactive service management efforts to minimize client impact. Analyze incident trends to identify opportunities for service improvement. Coordinate post-incident reviews and document corrective actions. Facilitate service review meetings with clients and internal teams. Maintain clear and consistent communication with stakeholders throughout the incident lifecycle. Key Responsibilities: Document incident reports, resolution steps, and follow-up actions. Conduct root cause analyses and implement preventive measures. Collaborate with technical teams to enhance incident management procedures. Interpret dashboards and monitoring tools for effective incident handling. Contribute to continuous improvement of service management processes and documentation. Support the evolution of service catalogs and operational documentation. What We’re Looking For: Experience with service management tools such as ServiceNow, BMC Remedy, or Salesforce . Ability to work with monitoring tools and interpret system dashboards. Proficiency in PowerBI for data analysis and reporting. Awareness of compliance and regulatory frameworks relevant to the FinTech industry (preferred). Strong communication skills and a customer-focused mindset. Our Culture: Come as You Are Nasdaq is an equal opportunity employer. We actively encourage applications from qualified individuals regardless of age, race, color, religion, gender, sexual orientation, gender identity or expression, national origin, disability, veteran status, genetic information, or any other status protected by applicable law. We are committed to providing reasonable accommodations to individuals with disabilities throughout the application and interview process, as well as during employment. Please contact us to request an accommodation. Apply now! send your resume: frida.rodriguez@nasdaq.com

Location: Mexico City, Mexico, MX

Posted Date: 10/17/2025