Lead IT Product Support Analyst

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:

• TheIncident Managerleads the coordination and resolution of major incidents that impactbusiness-criticalservices, ensuring rapid service restoration and minimal business disruption.

• This role focuses on leadership,facilitation,communication,outage documentation,and process execution andrequiressome experience intechnical troubleshooting. The Incident Manager acts as thecentral pointof control duringhigh-severityincidents andmaintainsaccountability from when the issue isidentifiedand all the waythroughtoclosureof the issue.

• Responsibilities include directingcross-functionalresponse teams, managing incident prioritization and escalation, and providing clear,timelycommunication to stakeholders and leadership. The Incident Managerworks with the Problem Management Team toassistwith the facilitation ofpost-incidentreviews, drives corrective action tracking,Incident Report Assistance,andidentifiestrends 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 Managerdemonstratesstrongdecision-makingand composure inhigh-pressuresituations, with the ability to assess business impact and guide teams toward resolution. The rolemay also berequiredto Mentor and Coach other Incident Managers to provide guidance on professionalismand influence operational improvements without direct people management responsibility.

What you will bring:

• Requires a minimum of2 years ofpost-secondaryeducationandat least 2 years of major incident orhigh-severityissue handling experiencein 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.

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.