Job Description

PRIMARY OBJECTIVES

The main purpose of the Incident Manager role is to ensure that major incidents are handled optimally and professionally, resulting in the restoration of normal service quickly, efficiently and with minimal impact to customer service. They communicate incident information and impact to senior management and key partners across the Technology and Business divisions. Upon resolution of the incident, they will ensure aggravating and contributary factors and observations are documented for further attention.

The Incident Manager 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.

Participate and supply to postmortem calls within the Problem Mgt process, where required.

Raise to Senior Management levels as needed to bring correct response and support from collaborators.

MAJOR AREAS OF ACCOUNTABILITY

Incident Manager roles and responsibilities include:

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

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

Ensures appropriate escalation procedures are followed as required.

Assesses impact and progress during major incidents to ensure escalation is timely and appropriate

Enters incident details in the incident management tool in a timely manner with accurate information.

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, for example, ensure an incident ticket is opened, advanced, updated, and closed accordingly

Establishes regular communication with IT management and the business regarding the status of incident tickets and alignment to the incident management process

Capture information and facilitate the decision-making process of granting approval for immediate change requests to systems with input from the appropriate teams, understanding the potential impact to production systems prior to approval.

QUALIFICATIONS

Education and Experience

Bachelor\'s degree in computer science, related field or equivalent experience

Experience of working a financial services background.

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

Strong solid grasp of IT operations and support organizations

2 + years working in a service or IT support role, incident management preferred \xe2\x80\x93 or can demonstrate equivalent

Working experience in a production/operational environment, international experience valued

Demonstrable ability to work under stress

Facilitating the resolution of sophisticated incidents

ITIL Accredited

Knowledge, Skills and Competencies

In-depth knowledge of IT end-to-end incident and problem management

Knowledge of Service management tools and ITIL standard methodologies

Strong problem-solving and analytical skills

Demonstrable ability to build and manage relationships effectively

Strong organizational and prioritization skills; ability to handle multiple incidents/demands simultaneously while adapting to constantly changing requirements.

Good oral and written communication skills, including the ability to speak at an appropriate technical and business level for the audience and prepare written proposals and recommendations.

A focus on Customer/business satisfaction, with good social skills and responsiveness

Ability to connect with all levels of technical and management staff

Passionate about Customer Service and acts immediacy and urgency

Flexible (in relation to working hours)

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\xe2\x80\x99s 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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London Stock Exchange Group