Incident Escalation Analyst, Officer

Role Overview

The IT Command Center Officer plays a vital role in preserving enterprise-wide production stability and uninterrupted service delivery by managing critical IT incidents, facilitating technical bridges, and overseeing system health monitoring. This position demands robust knowledge of IT Service Management (ITSM), practical experience with ITSM tools, and a proven track record of handling major incidents in extensive enterprise settings. Success hinges on quick decision-making, clear communication, and proactive teamwork to reduce business impact during disruptions. Regular weekend shifts are mandatory as part of the role.

Key Responsibilities

• Oversee major IT disruptions strategically to ensure swift restoration of services and minimize client impact.
• Focus on reducing Mean Time to Restore Service (MTRS) to maintain operational resilience.
• Lead 24/7 technical bridge support for handling non-major IT issues by coordinating global teams for proactive resolution.
• Support system stability and prevent recurrence of incidents through real-time collaboration.
• Conduct structured system health reviews three times daily (Monday to Friday) alongside Application and Infrastructure teams to identify emerging risks and prepare for operational demands.
• Manage end-to-end IT events and hypercare phases, tracking milestones, handling escalations, and ensuring stable execution through active performance monitoring.
• Maintain seamless communication with stakeholders throughout critical events.
• Govern weekend deployment activities to mitigate risks and uphold service integrity during high-change periods.

Essential Skills and Attributes

• Extensive knowledge across infrastructure and applications, including Network, Security, Open Systems, Mainframe, Storage, Database, Middleware, Cloud, End User Computing, and Application domains.
• Quick learning ability for new technologies and operational procedures.
• Strong verbal, written, and presentation communication skills.
• Skill in concisely identifying key insights and communicating them effectively to diverse audiences.
• Proven capability to coordinate and communicate with cross-disciplinary, multicultural teams spanning multiple regions.
• Excellent analytical and problem-solving abilities.
• Calm and attentive listening skills, with composure under pressure, especially in stressful environments.
• Effective stakeholder management and ability to perform well under demanding conditions.

Educational and Professional Requirements

• Bachelor’s degree in Computer Science or an equivalent discipline.
• Strong expertise in IT Service Management concepts and hands-on experience with ITSM tools and processes.
• Demonstrated experience in managing major incidents within large-scale enterprise environments.
• Availability to work weekend shifts in accordance with business needs.

About the Employer

State Street is a trusted partner for institutional investors globally, offering risk management, responsive solutions, and performance enhancement. The company values its employees and promotes an inclusive culture encouraging individual growth. Benefits include development opportunities, flexible work-life support, paid volunteer days, and active employee networks fostering connection and engagement. State Street is an Equal Opportunity Employer and embraces diversity in all forms.