Incident and Problem Manager

Location: Chicago, New YorkDepartment: TechnologyExperience Level: Experience ProfessionalsContact: Maddelyn MohrJob ID: REQ8343We 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.The role will have significant responsibility across Major Incident Management, Problem Management, Change Management, and IT service governance, helping to ensure adherence to service standards, controls, and SLAs. The successful candidate will work closely with the ITSM lead and broader technology teams to drive high-quality operational processes, improve reporting and governance, identify recurring themes and service pain points, and help prioritize improvements that enhance user experience and service reliability.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.Experience with Atlassian tools, particularly Jira Service Management (JSM), would be beneficial, especially in supporting workflow design, queue management, reporting, and service process maturity. Broader exposure to productivity tooling, workflow automation, or lightweight service improvement engineering would also be advantageous. We are looking for someone with strong technical curiosity and an interest in how tools, workflows, and automation can improve service delivery and user experience.Key responsibilitiesSupport the leadership and day-to-day operation of Major Incident Management, Problem Management, and Change Management processesHelp maintain effective IT service governance, including compliance with service standards, controls, and SLAsOversee governance of service requests and lower-level incidents, ensuring consistent triage, process discipline, and service qualityProduce and enhance reporting on service performance, incident themes, SLA outcomes, change quality, and operational trendsIdentify recurring issues and service improvement themes, and help escalate priorities and recommendations to senior managementPartner with technology teams to improve service maturity, accountability, and continuous improvement across support processesSupport and enhance ITSM workflows in Jira Service ManagementCandidate profileStrong experience in IT Service Management, particularly Incident Management, within a financial technology, hedge fund, asset management, banking, or trading environmentPractical experience of Major Incident, Problem, and Change ManagementExperience with service governance, SLA management, reporting, and continuous improvementGood working knowledge of Atlassian / Jira Service ManagementStrong stakeholder management, communication, and organisational skillsAbility to operate effectively in a high-pressure, business-critical technology environmentNice to have: experience with workflow automation, integrations, or internal productivity tooling