JOB TITLE: Major Incident Manager

DEPARTMENT:  Major Incident Management

PRIMARY OBJECTIVES

The main purpose of the Incident Manager role is to ensure that major incidents are handled efficiently 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. Upon resolution of the incident, they will ensure aggravating and contributary factors and observations are detailed for further attention.

The Incident Manager will:

• Ensure compliance with the Incident management processes; to ensure effective incident management and timely resolution
• Lead 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 accurate response and support from partners

MAJOR AREAS OF ACCOUNTABILITY 

Incident Manager roles and responsibilities include:

• Acts as the point of contact and issue 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 issue procedures are followed as required.
• Assesses impact and progress during major incidents to ensure issue 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
• Gather 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 understanding of IT operations and support organizations
• 2 + years working in a service or IT support role, incident management preferred – 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 processes
• Strong problem-solving and analytical skills
• Demonstrable ability to build and manage relationships effectively
• Good interpersonal and prioritization skills; ability to handle multiple incidents/demands simultaneously while adapting to constantly evolving 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 vitality
• 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’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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