This role pays more than
91%
of similar roles. Most pay
$152,000–$201,412
— the shaded band above.
At the midpoint, this role pays about
$250k
versus about
$177k
for comparable roles.
Based on 240 similar postings.
Employer
About State Street
State Street Corporation is one of the world''s largest custodian banks and asset managers, providing investment servicing, investment management, and investment research to institutional investors. Industry: Financial Services & Asset Custody
State Street currently has
245 open roles
on FindRole.
Listed pay typically runs
$120,000–$202,500
across 174 roles with salary data.
Operations Lead-Application, Infrastructure & Service Management oversees the Incident Management process within the organization's infrastructure and application environment. The role involves governing continuous service improvement, defining corporate policies, maintaining priority matrices, and managing SLAs and KPIs for incident management. Day-to-day responsibilities include acting as a Major Incident Manager and Elevated Communication Manager, managing a Mission Control team, overseeing Service Now development, and managing vendor contracts. The position also governs critical processes such as Critical Care, Hypercare, and Year End Stability while interacting with technology modernization and cloud transformation projects. Required technical skills and tools include ServiceNow, xMatters, and ITIL V3 methodology. Candidates must possess expertise in Windows, Linux, or Networking. This role addresses the complex challenge of maintaining stability and rapid restoration for high-priority incidents within a large-scale financial institution's technological infrastructure.
Govern the Incident Management process, including policy definition, continuous service improvement, and ITIL maturity.
Define, measure, and control SLAs and KPIs for incident management operations.
Act as a Major Incident Manager and Elevated Communication Manager for critical incidents.
Manage the Mission Control team and oversee the Service Desk for Priority 1 and 2 restorations.
Oversee ServiceNow development requirements and manage xMatters configurations for major incident escalations.
Coordinate with Risk Management and Audit bodies to remediate findings and maintain compliance.
Manage vendor contracts, transitions, and commercial aspects related to incident management.
Govern specialized processes including Critical Care, Hypercare, and Year End Stability.
What we're looking for
A Master's degree in Information Technology or a related field with 7 years of IT experience, or a Bachelor's degree with 10 years of experience.
At least 5 years of experience working for or providing services to a Financial Institution.
At least 5 years of experience running a global Operations team.
At least 7 years of experience in Incident Management.
At least 7 years of experience with ServiceNow.
ITIL V3 certification.
Certification in a specialized technology such as Windows, Linux, or Networking.
Proven experience in ServiceNow development oversight, Continuous Service Improvement, and managing Major Incidents as an Elevated Communication Manager.
SQL
Java
Oracle
PL/SQL
Dynatrace
Splunk
Grafana
Jira
Service now
Autosys
MQ
Linux
Windows
UNIX
Incident Management
Problem Management
Root Cause Analysis