Major Incident Manager

London Stock Exchange Group; Creve Coeur (MO); On-site; USD 70,000 - 100,000; Full time

Job summary

A leading global financial markets infrastructure provider seeks an Incident Manager to handle major incidents, ensuring swift restoration of services. The role entails effective incident communication with senior management and overseeing incident resolution processes. Candidates should possess strong organizational skills and knowledge of ITIL frameworks to drive incident management governance.

Benefits

Healthcare

Retirement plans

Paid volunteering days

Wellbeing initiatives

Qualifications

• Minimum of 2 years in IT support, ideally with incident management experience.
• Knowledge of ITIL and strong organizational skills.
• Customer-focused mindset and strong interpersonal skills.

Responsibilities

• Ensure compliance with incident management processes for effective resolution.
• Act as the primary contact during major incident recovery.
• Communicate impacts and updates to relevant teams and senior management.

Skills

Organizational skills

Interpersonal skills

Assertiveness

Problem-solving

Education

Experience in financial services

Knowledge of ITIL processes

Minimum 2 years in a service or IT support role

Tools

ITIL Incident Management tools

Job description

The Incident Manager role ensures that major incidents are handled effectively and professionally, resulting in the quick restoration of normal service with minimal impact to customer service. Incident Managers communicate incident information and impact to senior management and key stakeholders across the Technology and Business divisions. Upon resolution, Incident Managers ensure that aggravating and contributory factors are documented for further review.

You will:

• Ensure compliance with incident management processes to facilitate effective incident resolution
• Handle major incidents, ensuring smooth transition from Incident to Problem Management
• Provide timely and accurate communication during incidents

Major Areas of Accountability

• Act as the point of contact for support groups and internal businesses during major incident recovery
• Identify an incident owner to lead the incident process during major incidents
• Assess impact and progress to ensure appropriate escalation
• Communicate impact and updates to relevant teams and senior management
• Contribute accurate inputs to the Problem Management process
• Drive governance around incident management
• Gather information and facilitate decision-making for immediate change requests with input from relevant teams

Qualifications

• Experience in financial services is advantageous
• Knowledge of ITIL incident, problem, and change processes and tools
• At least 2 years in a service or IT support role, with incident management experience preferred
• Experience with ITIL framework and incident management tools is beneficial but not mandatory
• Strong organizational and prioritization skills, capable of managing multiple workstreams and adapting to changing requirements
• Customer and business-focused mindset with excellent interpersonal skills and responsiveness
• Assertiveness and authority in facilitating recovery calls

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is to drive financial stability, empower economies, and enable sustainable growth.

Our values of Integrity, Partnership, Excellence, and Change underpin our purpose and guide our actions daily.

Joining us means being part of a diverse, collaborative, and innovative organization of 25,000 people across 65 countries. We value individuality and encourage bringing your true self to work, fostering a culture of new ideas and sustainability. We play a critical role in re-engineering the financial ecosystem to support sustainable economic growth, including advancing the green economy and inclusive opportunities.

LSEG offers tailored benefits such as healthcare, retirement plans, paid volunteering days, and wellbeing initiatives.

We are an equal opportunity employer and do not discriminate based on race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, pregnancy, disability, or any protected characteristic. We accommodate religious practices, mental health, and physical disabilities as required by law.

If applying through a Recruitment Agency, ensure candidates are informed of this privacy notice.