Crisis & Incident Manager

London Stock Exchange Group; City of Westminster; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading financial services firm in the UK seeks a Crisis Management Lead to head their Data & Analytics Division. You will coordinate crisis management teams, lead training efforts, and ensure incident recovery plans align with company policies. This role offers a hybrid work model and the opportunity to work in a dynamic team focused on quality and continuous improvement.

Benefits

Supportive work environment

Opportunities for growth and development

Hybrid work model

Qualifications

• Recognized as a leader with a passion for Crisis Management.
• Experience in defining and crafting a Crisis Committee approach with critical issue flows.
• Track record of engaging and influencing across a matrix and distributed virtual team.

Responsibilities

• Lead the D&A Crisis Management Team.
• Manage escalation flows and incident recovery plans.
• Align with Group Incident Management for documented D&A incident response.

Skills

Crisis Management

Leadership

Communication skills

Interpersonal skills

Planning and Organisational skills

Influencing and Coordinating

Job description

This is an outstanding opportunity to join the Data & Analytics Division of The London Stock Exchange Group (LSEG or Group) and lead our approach to crisis and incident management. We are looking for a new colleague to lead the D&A crisis management approach, co‑ordinating the Bronze Crisis Management Team (CMT), ensuring all members are trained in their roles and responsibilities, lead the relationship management with senior leadership and Group Crisis Management Teams. This position will report to the Head of Business Management. You will co‑ordinate a follow‑the‑sun, 24/7 monitoring model, engaging with Product, Operations, Engineering and Sales/Account Management Teams as well as other Group partners. You will also develop and deliver post‑incident analysis and lesson‑learnt findings and their adoption. If you are passionate about this space, then please read on for more detailed responsibilities! What you’ll be doing: Lead across D&A business and group colleagues to run and improve on the D&A CMT, continue to formalise its structure, and lead the engagement and training plan with senior partners! Manage escalation flows and incident recovery plans inline with group policy – inclusive of engagement and communication plans. You’ll ensure all D&A leadership and key partners are aware of theirs, and their teams’, responsibilities and the flow of events during an incident or crisis. You will continue the refinement of the sun, 24/7 monitoring model and ensure accurate levels of coverage across the D&A business. This will require co‑ordinating and leading pan D&A distributed team with representation in each business unit and all regional areas. Monitoring of the alerts from escalation team – triaging potential incidents, and following the pre‑defined communication and engagement plans to ensure the correct level of input and engagement during incidents. Align with Group Incident Management and D&A Partners to ensure documented D&A incident response approach – maintain CMT plans, playbooks and runbooks. Provide post‑incident recovery analysis and reporting, including lessons learned and recommendations and adoption across all teams. Lead and support to ensure actions from incidents are adopted and applied as well as ensuring D&A Incident Scenario Planning by BCM team and preparedness with D&A BU's. Own and maintain the Mass Notification Tool (Everbridge) templates/call trees (working in conjunction with Group Op Res team to define D&A requirements) inclusive of the regular testing of the tool in line with policy standards. Handle the crisis and incident management SharePoint – ensure all relevant documentation is accessible.

Qualifications

• You will be someone who is recognized as a leader with a passion for Crisis Management and delivering solutions. Have experience in defining & crafting a Crisis Committee approach including critical issue flows and incident recovery plans.
• Your consistent track record of engaging, influencing and coordinating across a matrix and distributed virtual team will be critical.
• Experience in building & maintaining key relationships with senior level partners.
• Have outstanding written and oral communication skills, including the ability to adjust and tailor messaging for different audiences.
• Expert planning and organisational skills.
• Outstanding persuasion, and interpersonal skills.
• Leads others through example by coordinating activities and providing reassurance and encouragement to help others succeed.

What you’ll get in return

This role will give the successful candidate the opportunity to bring their skills to life in an encouraging and supportive environment. They will have the autonomy to craft a crisis management approach that aligns with existing policies. They can expect to work alongside hard‑working and knowledgeable colleagues where growth and development is encouraged. We recognise that to attract the best talent, we need to be flexible, and we are open to discussing work arrangements with you. We take a hybrid approach to the workplace – this role is a blended approach. We welcome applications from all qualified candidates, regardless of background, and are committed to providing reasonable accommodations throughout the recruitment process. Join us and be part of a team that values innovation, quality, and continuous improvement. If you’re ready to take your career to the next level and make a significant impact, we’d love to hear from you.

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.