Major Incident Manager

The Incident Manager role ensures that major incidents are handled effectively and professionally, resulting in the restoration of normal service quickly, efficiently and with minimal impact to customer service. Incident Managers communicate incident information and impact to senior management and key stakeholders across the Technology and Business divisions. Upon resolution of the incident, Incident Managers will ensure aggravating and contributory factors and observations are detailed for further attention.

You will:

• Ensure compliance with the Incident management processes; to ensure effective incident management and timely resolution

• Handle major incidents, ensuring the smooth transition from Incident to Problem Management

• Ensure timely and accurate communications during an incident

MAJOR AREAS OF ACCOUNTABILITY 

• Acts as the point of contact for support groups and internal businesses during recovery of major incidents.

• Identifies an incident owner to lead the incident process during major incidents.

• Assesses impact and progress to ensure escalation is timely and appropriate

• Provides accurate and timely communications on impact to the appropriate distribution lists and senior management

• Ensure correct inputs to the Problem Management process

• Drives governance around incident management

• Gather information and facilitate the decision-making process of granting approval for immediate change requests to systems with input from the appropriate teams

QUALIFICATIONS

• Experience working in a financial services is a plus

• Experience in ITIL incident, problem, and change processes and tools

• 2+ years working in a service or IT support role, incident management preferred

• Experience with ITIL framework and incident management tools is a plus but not required

• Strong organizational and prioritization skills; ability to handle multiple workstreams simultaneously while adapting to constantly changing requirements. 

• A focus on Customer/business satisfaction, with strong interpersonal skills and responsiveness

• Displays Assertiveness & Authority when facilitating recovery calls

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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