Director, Major Incident Management

Department Description

Group IT Service Management, Infrastructure Shared Services

Team Description

Service Operations

Role Description

Reporting to the Head of Technology Service Operations, the Major Incident Director is responsible for leading a team of Major Incident Managers ensuring that incidents with potential or actual significant impact to the business are dealt with efficiently and with minimum disruption to the business or operations. The Major Incident Lead will also be expected to support other ITSM processes within the group, particularly Change Management and Problem Management.

Key Responsibilities

• Lead the execution of the Major Incident Management process
• Operate a 24/7 Major Incident function, ensuring service disruption is avoided or resolved in timely and controlled manner
• Lead and develop a team of Major Incident Managers
• Ensure the quality and accuracy of data and information in tickets
• Provide guidance and support to team
• Support the Problem Management process and team with post Incident activities

Other activities

• Working closely with each service area to create the CSI objectives, supporting them with the improvement initiatives
• Supporting the Head of Technology Service Operations with other activities and initiatives

Key behaviours and skills required to be successful in the role

• 5 years plus in an Incident Manager role
• 2 years plus management experience
• 5 years plus in technology operations
• Works closely with Service Owners / Operational leads to ensure compliance to ITSM process and best practice
• ITSM process documentation ownership, including liaison with business teams to establish business services and associated severity criteria matrix
• Excellent written and verbal communication skills at all levels
• ITIL v3 or V4

We are looking for intellectually curious people, passionate about the bigger picture of how technology industry is evolving, ready to ask difficult questions and deal with complicated scenarios. If you are creative and a problem solver, this is the place to be as will be supporting you to fast-forward your career.

We maximize each employee's potential through personal development and through a wide range of learning tools both formal and informal. We believe that remunerating our people with competitive salaries and a range of attractive benefits such as:

• 25 days' holiday per year
• 1 additional day off for your Birthday
• Annual wellness allowance
• Share Purchase Plan
• Medical Health Insurance
• Medical Subscription (preventive medical services)
• Dental Coverage
• Life insurance
• Pillar 3 Private Pension
• Meal Vouchers
• Flexible Benefits
• Bookster
• Volunteering Events
• Team Buildings

At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise of creating essential partnerships and open opportunities. Our open culture is central to how we deliver our purpose - driving financial stability, empowering economies and enabling customers to create sustainable growth - in everything we do.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 70 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 any mental health or physical disability needs.

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