Manager, Application Management • CaLM App Support

LSEG Business Services RM; Greater London; On-site; GBP 70,000 - 90,000; Full time

Job summary

LSEG is seeking a Collateral Production Support Team lead to manage production, pre-production, and test functions within London financial market infrastructure. The role covers investigating issues, developing fixes, supporting releases, and infrastructure administration.

The candidate will work across shifts including overnight, weekends, and holidays, with strong stakeholder interaction. Ideal candidates will be SME level in underlying infrastructure and technologies, capable of prioritizing

Qualifications

• Experience in IT operations and infrastructure support
• Strong communication skills and ability to work with business teams
• Knowledge of ITIL practices and incident management

Responsibilities

• Support the LSEG Post Trade / London Clearing House (LCH) applications related to Shared Services Platforms / Clearing Services which are part of London financial market infrastructure.
• Analyse incidents and problems and decide on suitable resolutions.
• Analyze wider infrastructure issues for potential impacts on underlying applications.
• Apply resolutions following the LCH Change Management procedure.
• Report status to relevant business and IT teams.
• Record progress of incident resolution in ServiceNow.
• Follow detailed incident management procedures.
• Monitor ServiceNow for Incidents and Problems.
• Bug fixes and improvements to LCH products; update system monitoring tools.
• Identify longer term fixes for application bugs and small functionality enhancement requests.
• Create metrics to measure system effectiveness.
• Implement application fixes.
• Update Bitbucket with source code changes where vital.
• Update relevant WIKI/ documentation with changes.
• Provide input to the Release process for new releases.
• Adhere to ITIL standards and LCH policies.
• Maintain working relationship with business & technical teams.
• Out of hours support / On-call support; be available for overnight support of production services.
• Respond to overnight calls and deal with issues.
• Support weekend releases and maintenance work.
• Participate in Disaster Recovery exercises.
• Assist in project related work; carry out requirements as defined.
• Provide advice during bug fixes, design and implementation.

Job description

ABOUT US:

LSEG (London Stock Exchange Group) is more than a diversified global financial markets infrastructure and data business. We are dedicated, open-access partners with a commitment to excellence in delivering the services our customers expect from us. With extensive 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's how we've contributed to supporting the financial stability and growth of communities and economies globally for more than 300 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 70 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 culture of connecting, creating opportunity and delivering excellence 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 70 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.

Role Profile

The role would be managing the Collateral Production Support Team for the respective production, pre-production, and test functions. This role involves investigating issues, developing fixes, supporting new releases, performing general maintenance and infrastructure administration tasks. Improvements through support process changes and performance tuning is also required.

May be required to work across multiple shift rotas according to the monthly roster. Out of hours support overnight required and across weekends and Bank Holidays.

Good communication skills and business knowledge is required for working with business teams during investigations.

Candidate need to be subject matter experts in the underlying infrastructure & technologies used by the applications. They may be required to provide detailed technical support to developers producing bug fixes & new releases of applications.

Must be self-motivating with the ability to prioritize workload amongst the team. This role would also include considerable people management and stakeholder management responsibilities.

Key Responsibilities

1. Support of the LSEG Post Trade / London Clearing House (LCH) applications related to Shared Services Platforms / Clearing Services which are part of London financial market infrastructure.
2. Support Incidents and Problems Analyse problems and decide on suitable resolutions.
3. Analyze wider infrastructure issues for potential impacts on underlying applications
4. Apply resolutions following the LCH Change Management procedure
5. Report status to relevant business and IT teams
6. Record progress of incident resolution in ServiceNow
7. Follow detailed incident management procedures
8. Monitor ServiceNow for Incidents and Problems
9. Bug fixes and improvements to LCH products Analyze and update system monitoring tools for current health and potential future points of failure
10. Identify longer term fixes for application bugs and small functionality enhancement requests
11. Creating metrics to measure the effectiveness of the system
12. Implement application fixes
13. Update Bitbucket with source code changes where vital
14. Update relevant WIKI/ documentation with changes
15. Provide input to the Release process for new releases
16. Work to the ITIL standard following LCH policies
17. Maintain working relationship with business & technical teams
18. Out of hours support / On-call support Be available for overnight support of production services to ensure successful completion of processing
19. Respond to overnight calls and deal with issues
20. Support weekend releases and maintenance work
21. Participate in Disaster Recovery exercises
22. Assist in project related work Carry out requirements as defined
23. Provide advice during bug fixes, design and implementation
24. Act as subject matte