Senior Associate - (Asia), SRE/Service Management, IPE

JOB DESCRIPTION:

Site Reliability Engineer/Service Management Senior Associate who will drive SRE principles and Service Management within our Infrastructure estate.

Role profile:

Infrastructure Platform Engineering (IPE), part of the LSEG Infrastructure & Cloud organisation, are searching for a senior Associate to drive Site Reliability & Service Management and a professional, best in class, approach to service operations across the Production infrastructure environment.

IPE operates globally with around 600 people in functionally aligned teams across Data Centres, Storage, Platforms, Database, Middleware and the virtualized Private Cloud.

This role will require to work as a senior Associate in the Site Reliability & Service Management function during APAC hours, partnering with other regional squads as a horizontal across those technical pillars, to drive improvements across the infrastructure estate and increase business context and service centricity across all teams.

As an Infrastructure Service Manager, the candidate is required to have a sound understanding of the ITSM methodology. The Service Manager champions a culture of continuous service improvement using the policies as a framework and reporting on our service performance to guide service and risk priorities and actions.

This role will also entail driving Site Reliability principals and drive opportunities for service resilience, scalability and performance across our critical infrastructure working with our teams across IPE. Topics within your remit will include: assurance of service data quality; compliance with policy, hygiene / performance metrics and SLAs; service risk management; champion best practices in Infrastructure management including driving proactive monitoring and capacity planning; Collaborate with Security professionals to enhance infrastructure security; vendor engagement; scenario and business continuity readiness testing; continuous improvement and training/upskilling counterparts in aspects of service management.

KEY RESPONSIBILITIES:

• Drive high levels of stability and availability of services driving Site Reliability Engineering as a practice across IPE.
• Grow partnership with Product Engineering owners, drive initiatives which benefit the team in accordance with SRE and Service Management.
• Reduced MTTR and service impact
• Address technical debt across Foundation Services to remove risk
• Reduce recovery time on incidents
• Aid in major incidents which are owned by IPE.
• Validate service communications from technical perspective during major incidents
• Provide 24x7, follow-the-sun technical escalation response. In addition, drive IPE Technical Recovery and Problem Management response ensuring cross coordination across Technology Teams for complex, IPE owned issues.
• Drive standard process and continual improvement for incident recovery, problem management, service resilience and availability
• Proactive Service Management of the technology services provided by the Foundation area of Infrastructure & Cloud including Data Centres, Platform (server), Storage, Private Cloud, Database, Big Data and Middleware.
• Bring in best ITSM practices to evaluate and update existing practice as in creating Knowledge articles, Runbooks, and process documents.
• Responsible for IPE Technical Recovery and Problem Management response ensuring cross coordination across Technology Teams for complex, IPE owned issues. Accountable for technical decisions and communications on service recovery during live incidents.
• Reduce recovery time on incidents and act as the main contact point for Major Incidents.
• Collaborates with stakeholders to meet business objectives in Group IT initiatives by utilising in-depth knowledge of operations, processes and applications​ and contributes towards
• Identify trends and possible opportunities for Service Improvement Program (cross-domain/divisional), gain support and sponsorship then track and drive those program's through to conclusion providing regular service updates on progress.
• Act as the interface with various Service Process owners (Incident, Problem, Change, Configuration, Capacity, etc.) providing feedback on improvements.
• Manage and govern the Service Risks and ensure agreed actions are tracked and focus is maintained until risks are closed appropriately.
• Responsible for oversight and governance of key resilience requirements for applications within IPE and address technical debt across IPE to remove risk.
• Evaluate changes within Foundation services and identify Service improvements in the E2E Change process.

MINIMUM REQUIREMENTS:

• Bachelor’s degree or equivalent experience in an IT related discipline preferred.
• Service management qualification and/or significant post-qualification experience.
• Outstanding communication and influencing skills.
• Experience of industry best-practice processes and ability to drive approach and process changes.
• Initiative-taking, focused, and resilient, with a cheerful outlook.
• Good negotiation / influencing skills able to overcome resistance and reach consensus and compromise to attain the required objective.
• Demonstrated ability to manage time critical incident and recovery (crisis) situations and communication and liaison with internal stakeholders
• ITIL Foundation certificate must.
• Experience of ServiceNow tooling or equivalent ITSM tooling.
• Extensive experience with monitoring tools (e.g. Datadog, ITRS etc.)

ABOUT US:

LSEG (London Stock Exchange Group) is more than a diversified global financial markets infrastructure and data business. We are resolute, open-access partners with a dedication to excellence in delivering the services our customers expect from us. With experience, deep knowledge, and worldwide presence across financial markets, we enable businesses and economies around the world to fund innovation, manage risk and create jobs. It is how we’ve contributed to supporting the financial stability and growth of communities and economies globally for more than three hundred years. Through a comprehensive suite of trusted financial market infrastructure services – and our open-access model – we provide the flexibility, stability and trust that enable our customers to pursue their ambitions with confidence and clarity.

LSEG is headquartered in the United Kingdom, with significant operations in 65 countries across EMEA, North America, Latin America and Asia Pacific. We employ 25,000 people globally, more than half located in Asia Pacific. LSEG’s ticker symbol is LSEG.

OUR PEOPLE:

People are at the heart of what we do and drive the success of our business. Our values of Integrity, Partnership, Excellence and Change shape how we think, how we do things and how we help our people fulfil their potential. We embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. We break down barriers and encourage teamwork, enabling innovation and rapid development of solutions that make a difference. Our workplace generates an enriching and rewarding experience for our people and customers alike. Our vision is to build an inclusive culture in which everyone feels encouraged to fulfil their potential.

We know that real personal growth cannot be achieved by simply climbing a career ladder – which is why we encourage and enable a wealth of avenues and interesting opportunities for everyone to broaden and deepen their skills and expertise. As a global organisation spanning 65 countries and one rooted in a culture of growth, opportunity, diversity and innovation, LSEG is a place where everyone can grow, develop and fulfil your potential with meaningful careers.

LSEG PURPOSE AND VALUES:

Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth. Underpinning our purpose, our values of Integrity, Partnership, Excellence and Change set the standard for everything we do, every day. They guide the way we interact with each other, the partners we work with and our customers. Delivering on our purpose and living up to our values is a responsibility that we all share.

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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