Lead IT Product Support Analyst

SS&C Technologies, Inc.
parental leave, paid time off, paid holidays, sick time, 401(k)
United States, Missouri, Kansas City
May 07, 2026
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: 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. Kick off your software engineering career on our Quality & Automation team. You will learn modern test engineering practices while contributing real code, automated tests, and quality improvements. We welcome candidates new to finance 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! *Be the calm in the chaos. Lead from the front when it matters most.* What You get to Do: As an Incident Manager, you will serve as the central command point during major incidents impacting business-critical services. You will: 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 You bring both discipline and instinct-a structured ITIL approach combined with the ability to think fast and act decisively. 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 #Digital Worker Enabled# # Initials: &DWRK # # Keywords: ITIL Incident management documentation reporting manager # 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. SS&C Technologies offers a comprehensive total rewards package designed to support your wellbeing, growth, and future. Our benefits include medical, dental, and vision coverage; a 401(k) plan with company match; paid time off, holidays, and parental leave; and professional development reimbursement opportunity. 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.