Lead IT Product Support Analyst

Job Title: Lead IT Product Support Analyst Location: Kansas City MO / Hybrid Benefits 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 Get to Do As an Incident Manager, you will serve as the central command point during major incidents impacting business-critical services. Lead major incident bridges with authority, focus, and urgency Coordinate cross-functional teams, vendors, and stakeholders to drive rapid resolution Own the incident lifecycle from detection through resolution and closure Deliver clear, concise updates to technical teams and executive leadership Ensure accurate documentation and incident reporting Assess and communicate business impact and risk in real time Partner with Problem Management to facilitate post-incident reviews and root cause analysis Drive corrective actions and continuous improvement initiatives Identify trends and champion automation and process improvements (e.g., ServiceNow, AI capabilities) Help strengthen incident response maturity by coaching and mentoring peers What You Bring Experience leading or coordinating major/high-severity incidents in production environments Working knowledge of ITIL Incident Management practices Familiarity with tools like ServiceNow (or similar ITSM platforms) Proven ability to lead under pressure and make decisions with incomplete information Strong verbal and written communication skills , including executive-level updates Experience working across technical teams, business stakeholders, and vendors A mindset focused on continuous improvement, automation, and prevention Ability to facilitate, influence, and drive outcomes without direct authority Minimum Requirements 2+ years of experience in incident management or high-severity operational roles Post-secondary education (or equivalent experience) Flexibility to support after-hours work during major incidents Ability to provide on-site support (minimum 6 days per month) Capable of passing a background check (bondable) Who You Are A technology firefighter who thrives in high-stakes situations A natural facilitator who brings order to chaos A calm, confident communicator when others are overwhelmed A driver of accountability , not just a coordinator Someone who doesn’t wait for direction—you take control and lead #J-18808-Ljbffr SS&C Technologies Holdings