Business Escalation Specialist

Service Escalation is a Shared Service that supports customers and internal stakeholders during scheduled events and escalated disruptions to our normal service.  We work closely with Technology, Operations, and Sales & Account Management to provide consistent escalation management response, quality service communications, and framework governance to our customers and internal stakeholders.  Within Service Escalation, Client Incident Response & Escalation (CIRE) is a functional team that provides a single point of reference for any service issues or escalations.  It operates within a common Incident Management framework to provide a consistent response to critical incidents and drive cooperation between resolver teams to deliver customer outcomes.

As a Business Escalation Specialist within the Client Incident Response & Escalation (CIRE) team, the successful candidate for this role will be responsible in driving customer outcomes on major incidents and escalations, including ensuring a prompt & meaningful customer communication is achieved.  You will lead business escalations upon invocation until through resolution whilst also taking part in post incident reviews to create opportunities that adds value to the business.

In turn, you will learn the complexities of the Incident Management framework across the different parts of the business while playing a critical role in delivering Escalation Management as a Service Capability  of LSEG.

• Effective management of incidents and escalations to provide consistent customer service excellence through the teams' operational performance.
• Engage with different Service Delivery teams to provide valuable process and performance insight with recommendations for improvements
• Work with relevant stakeholders to review and improve escalation performance and processes in pursuit of increased customer satisfaction
• Delivers accurate and timely internal communications on Major Incidents and escalations to internal stakeholders
• Provide customer feedback to stakeholder groups to improve end to end performance and customer satisfaction

Qualifications:

• Highly driven individual with a growth mindset and is passionate about business process improvement.
• Ability to work under pressure in a matrix environment and navigate ambiguity
• Strong communication skills both written and verbal
• Ability to interface with different levels of management and resolver groups
• Proven root cause analysis and analytical investigation skills
• 3-4 years support in an operational IT environment
• Can work on different shift patterns
• Strong knowledge of the Major Incident Control Process
• ITIL service level management practitioner certificate would be desirable
• Working knowledge of communications protocols and networking technology
• Ability to exploit technologies to meet business needs
• Knowledge of computer operations and their interfaces
• Data analysis and manipulation
• Reporting and metric management

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.

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