Description
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.
Job Description
Job Title: Lead IT Product Support Analyst
Location: Kansas City MO/ Hybrid
Getting to know us:
SS&C / Calastone is the largest global funds network, connecting the world's leading financial organisations.
Our mission is to reduce complexity, risk, and costs, enabling the industry to deliver greater value to investors. Over 4,500 clients in 56 countries and territories benefit from SS&C/Calastone's services, processing over 250 billion of investment value each month. Calastone is headquartered in London and has offices in Luxembourg, Hong Kong, Taipei, Singapore, New York and Sydney.
Why You Will Love It Here!
Flexibility: Hybrid Work Model & a Business Casual Dress Code, including jeans
Your Future: 401k Matching Program, Professional Development Reimbursement
Work/Life Balance: Flexible Personal/Vacation Time Off, Sick Leave, Paid Holidays
Your Wellbeing: Medical, Dental, Vision, Employee Assistance Program, Parental Leave
Wide Ranging Perspectives: Committed to Celebrating the Variety of Backgrounds, Talents and Experiences of Our Employees
Training: Hands-On, Team-Customized, including SS&C University
Extra Perks: Discounts on fitness clubs, travel and more!
What You Will Get To Do:
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.
What you will bring:
Requires a minimum of 2 years of post-secondary education and at least 2 years of major incident or high-severity issue handling experience in a production environment.
Familiarity with Incident Management or ITIL practices and strong stakeholder communication skills are essential.
Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.
SS&C Technologies offers a comprehensive total rewards package designed to support your wellbeing, growth, and future. Our benefits include medical, dental, and vision coverage; a 401(k) plan with company match; paid time off, holidays, and parental leave; and professional development reimbursement opportunity.
Applications will be accepted on an ongoing basis until the position is filled.
SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.
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