Major Incident Manager

London Stock Exchange Group - Charlotte, NC

Senior Associate

Role Description

Reporting to the Head of ITSM Operations, the Major Incident Manager is responsible for 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 Manager will also be expected to support other ITSM processes within the group, particularly Change Management and Problem Management.

Key Responsibilities

Major Incident

Acting as a point of escalation for all P1/P2 incidents
Triaging emerging incidents, assessing the impact or potential impact and determining the priority in accordance with the Group's criteria.
Driving incidents through to resolution
Ensuring the correct resources are working on the resolution of major incidents appriopriate to the severity, and identifying when escalation is required and triggering such escalation accordingly.
Facilitating on major incident conference bridges and taking responsibility for ensuring that the information shared on the bridge is clear and concise.
Providing regular summaries of the status on major incident calls
Continually reviewing the impact and reassessing whether the priority of an incident needs to be changed or further escalation required.
Ensuring communications are sent to stakeholders at regular intervals and within expected timeframes.
Ensuring that actions taken to resolve incidents comply with the group's change management policy and business approval is obtained when required.
Recording a detailed chronology of the incident for use in post incident reviews
Identifying areas requiring improvement both from a procedural, technical or cultural perspective, capturing these issues and progressing them through the correct channel - either via a Post Incident Review or other channels as appropriate.
Supporting a Follow the Sun approach collectively providing 24x7 cover. This will require a combination of participating in a weekend callout rota and also providing on-call cover, split between the US and UK time zones to ensure there is always someone available for immediate escalation of potential business impacting incidents.
Other activities

Supporting the Change Management process by advising on risk of planned changes based on potential impact to service.
Supporting the Problem Management process by ensuring identified gaps and risks are captured and addressed before they materialise into business impacting incidents or repeat incidents.
Reporting on Major Incidents, ensuring a log of all P1 and P2 incidents is maintained and providing this information to Group Risk and other key stakeholders in the prescribed format.
Contribute to design and development of the Incident Management process, including making recomendations on tooling requirements and reports.
Provide governance and support to ensure adoption of and adherence to Incident management processes across the Group.
Key Behaviours

Facilitation skills. Must be able to ensure efficient flow of information on calls, ensuring the investigation progresses effectively. Ability to strike a balance between not getting caught up in detail and ensuring important details are not overlooked.
Encouraging a culture of urgency. Ability to drive incidents through to resolution with minimum delay.
Excellent written communication skills. Must be able to draft accurate and concise reports, up to Executive Committee level, quickly and efficiently.
Excellent verbal communication skills. Ability to summarise often complex scenarios into a format that can be efficiently conveyed and easily understood by technical and non-technical people alike.
Assertiveness: Must be able to step in and speak up to control the path of investigation. This includes ability to advocate a position when challenged and not allow excellent characters to influence the path of investigation other than in accordance with best practice and group policies and procedures.
Highly organised: Ability to track multiple activities, ensuring essential deadlines are met, including communication updates, escalation trigger points and business milestones.
Candidate Profile / Key Skills


ITIL certified to Foundation level
Flexibility to continually work under changing and different work scenarios
Ability to work under pressure
Experience of managing major incidents requiring the coordination of multiple teams.
An understanding and experience of the technology used in large financial organisations (i.e. one or more of: Unix/Linux, Windows, storage, networking, databases, IT security, market data or trading application support).

ITIL Intermediate (Service Operations), or ITIL Expert / Manager’s Certificate
Experience and knowledge of large scale, global IT organisations
Experience in large investment banking or financial services organisations
Knowledge of risk management and associated standards
People are at the heart of what we do and drive the success of our business. Our colleagues thrive personally and professionally through our shared values of Integrity, Partnership, Innovation and Excellence are at the core of our culture. We embrace diversity and actively seek to attract people with unique backgrounds and perspectives. We are always looking at ways to become more agile so we meet the needs of our teams and customers. We believe that an inclusive collaborative workplace is pivotal to our success and supports the potential and growth of all colleagues at LSEG.

A career with London Stock Exchange Group offers you the opportunity to be at the centre of the financial community. As well as competitive salaries and a range of attractive benefits, we maximise each employee’s potential through personal development plans, training, coaching and mentoring.

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