Incident and Knowledge Management Associate

Let’s be #BrilliantTogether

ISS STOXX is growing! ISS STOXX is actively looking for an Incident and Knowledge Management Associate to Join the Mumbai Team (Goregaon East).

Overview:

The Incident Lifecycle and Knowledge Management Associate will be responsible for ensuring the smooth management of incidents throughout their lifecycle, from detection to resolution. The role will also involve maintaining and improving knowledge management processes and systems, ensuring that accurate and accessible documentation is available to support incident resolution and ongoing operational improvement. This position requires a highly analytical individual with strong communication skills and a deep understanding of IT Service Management (ITSM) practices, especially incident and knowledge management processes

Responsibilities:

Incident Management:

• Oversee the entire incident lifecycle, from identification and logging to root cause analysis, resolution, and closure.

• Ensure timely resolution of incidents in line with established SLAs, collaborating with cross-functional teams (IT support, development, and operations) to restore normal service operations.

• Monitor incident queues, ensuring incidents are correctly prioritized and assigned.

• Lead major incident response efforts, coordinating across teams and managing communications to stakeholders during critical outages or issues.

• Analyze incident trends and identify recurring issues, feeding insights back into the problem management process.

• Continuous improvement of incident management processes, ensuring efficiency and alignment with ITIL or other relevant frameworks.

Knowledge Management:

• Develop and maintain a knowledge base to support incident management and IT operations, ensuring that it is up-to-date, accurate, and easily accessible.

• Define knowledge management strategies and policies that promote best practices in capturing and sharing information across teams.

• Facilitate training and knowledge-sharing sessions for IT support teams, ensuring that lessons learned from incidents are documented and disseminated.

• Implement knowledge governance processes, ensuring that content is reviewed and updated regularly.

• Promote the use of self-service tools by curating knowledge articles for end users to troubleshoot common issues.

Collaboration and Communication:

• Work closely with service owners, problem managers, and change managers to ensure holistic management of incidents and problems.

• Liaise with senior leadership, providing incident reports, root cause analysis (RCA), and lessons learned for continuous service improvement.

• Serve as the point of contact for escalations, ensuring clear and effective communication between technical teams and business stakeholders.

Reporting and Metrics:

• Develop and manage dashboards for real-time tracking of incident lifecycle metrics, including resolution times, escalation rates, and SLA compliance.

• Provide detailed post-incident reports, including RCAs, and drive corrective actions to prevent future occurrences.

• Monitor and report on the effectiveness of the knowledge management system, including usage statistics, user feedback, and quality of content

Qualifications:

• 3-5 years of experience in an Incident, Knowledge Manager and IT Service Catalog management role. ideally within financial services, data intensive and technology driven environments

• ITIL Foundation certification required

• Experience in ITSM tools (Service Now, JSM, Remedy), Knowledge Management databases & frameworks

• Strong knowledge of end-to-end incident management processes including major incident management

• Experience in knowledge management methodologies, SOP creation and reviews, KEDB best practices.

• Broad understanding of co-relation between Incident, Change, Problem and Release Management.

• Basic knowledge of regulatory requirements within the financial services space.

• Strong analytical skills and ability to derive at co-relations across process lifecycle journey.

• Strong communication skills with an ability to explain technical issues to non-technical stakeholders.

• Proactive, with a focus on problem prevention and continuous improvement

• Ability to remain calm and composed in high-pressure situations.

#ASSOCIATE

#STOXX

#LI-RG1

What you can expect from us

Our people are the moving force behind ISS STOXX. We are dedicated to hiring the best, most talented people in our industry and empowering them with the resources and support to enhance their career, health, financial and personal well-being. 

We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We are invested in our people and are working every day to ensure a diverse, equitable, and inclusive workplace.

Let’s empower, collaborate, and inspire one another. 

Let’s be #BrilliantTogether.

About ISS STOXX

ISS STOXX GmbH is a leading provider of research and technology solutions for the financial market. Established in 1985, we offer top-notch benchmark and custom indices globally, helping clients identify investment opportunities and manage portfolio risks. Our services cover corporate governance, sustainability, cyber risk, and fund intelligence. Majority-owned by Deutsche Börse Group, ISS STOXX has over 3,400 professionals in 33 locations worldwide, serving around 6,400 clients, including institutional investors and companies focused on ESG, cyber, and governance risk. Clients trust our expertise to make informed decisions for their stakeholders' benefit. 

STOXX® and DAX® indices comprise a global and comprehensive family of more than 17,000 strictly rules-based and transparent indices. Best known for the leading European equity indices EURO STOXX 50®, STOXX® Europe 600 and DAX®, the portfolio of index solutions consists of total market, benchmark, blue-chip, sustainability, thematic and factor-based indices covering a complete set of world, regional and country markets. STOXX and DAX indices are licensed to more than 550 companies around the world for benchmarking purposes and as underlyings for ETFs, futures and options, structured products, and passively managed investment funds. STOXX Ltd., part of the ISS STOXX group of companies, is the administrator of the STOXX and DAX indices under the European Benchmark Regulation. 

Visit our website: https://www.issgovernance.com

View additional open roles: https://www.issgovernance.com/join-the-iss-team/

Institutional Shareholder Services (“ISS”) is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. It is our policy to prohibit discrimination or harassment against any applicant or employee on the basis of race, color, ethnicity, creed, religion, sex, age, height, weight, citizenship status, national origin, social origin, sexual orientation, gender identity or gender expression, pregnancy status, marital status, familial status, mental or physical disability, veteran status, military service or status, genetic information, or any other characteristic protected by law (referred to as “protected status”). All activities including, but not limited to, recruiting and hiring, recruitment advertising, promotions, performance appraisals, training, job assignments, compensation, demotions, transfers, terminations (including layoffs), benefits, and other terms, conditions, and privileges of employment, are and will be administered on a non-discriminatory basis, consistent with all applicable federal, state, and local requirements.