Incident Response Manager

Overview:  Incident Response Manager supervises a team of Incident Response Specialists coordinating critical escalation issues related to Colleague Services, ensuring timely resolution and effective communication with collaborators. The manager and will be responsible for prioritizing high-priority incidents or task co-ordination with various teams and stakeholders to resolve service critical issues in an timely manner.
Key Accountabilities:
•    Identify and drive continuous initiatives to improve customer experience (e.g. proactively analyse aging and bounce tickets).
•    Manage critical issue tickets from ServiceNow and emails and report critical issue trends, providing insights to process improvements for the Colleague Services leadership team.
•    Facilitate root cause analysis and provide feedback to relevant teams and stakeholders.
•    Present Weekly Status Reports (WSR) and related findings to Colleague Services leadership team.
•    Manage resolution of related bugs in the ServiceNow tool.
•    Co-ordinate recovery calls and collaborate with resolver groups and other relevant teams to resolve partner concerns and findings.
•    Line manage team including professional and personal development to improve service performance reflected in service SLAs.
•    Enforce and comply to LSEG's internal and external regulatory procedures.
•    Nurture a culture of continuous improvement, identifying inefficiencies and suggesting ideas to products and processes.
Crucial Skills:
•    5+ years’ experience in incident management and ticket analysis.
•    3+ years line management experience ideally in the context of global delivery 
•    Strong problem-solving and decision-making skills.
•    Strong people management experience
•    Superb communication and stakeholder management skills.
•    Ability to multitask and prioritize activities optimally.
Education and Professional Skills:
•    Bachelor's degree or equivalent experience in a relevant field or a related field.
•    Professional certifications in service management are a plus.
•    Proficiency in using ticketing and customer complain management tools and Strong analytical skills and the ability to handle fast paced situations.
 

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.

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