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Major Incident Manager
London Stock Exchange Group
posted 5d ago
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Flexible timing
Key skills for the job
Job Description
- Ensure compliance with the Incident management processes; to ensure effective incident management and timely resolution
- Lead major incidents, ensuring the smooth transition from Incident to Problem Management
- Ensure timely and accurate communications during an incident
- Participate and supply to postmortem calls within the Problem Mgt process, where required
- Raise to Senior Management levels as needed to bring accurate response and support from partners
MAJOR AREAS OF ACCOUNTABILITY
Incident Manager roles and responsibilities include:
- Acts as the point of contact and issue for support groups and internal businesses during recovery of major incidents.
- Identifies an incident owner to lead the incident process during major incidents.
- Ensures appropriate issue procedures are followed as required.
- Assesses impact and progress during major incidents to ensure issue is timely and appropriate
- Enters incident details in the incident management tool in a timely manner with accurate information.
- Provides accurate and timely communications on impact to the appropriate distribution lists and senior management
- Ensure correct inputs to the Problem Management process
- Drives governance around incident management, for example, ensure an incident ticket is opened, advanced, updated, and closed accordingly
- Establishes regular communication with IT management and the business regarding the status of incident tickets and alignment to the incident management process
- Gather information and facilitate the decision-making process of granting approval for immediate change requests to systems with input from the appropriate teams, understanding the potential impact to production systems prior to approval
QUALIFICATIONS
Education and Experience - Bachelors degree in computer science, related field or equivalent experience
- Experience of working a financial services background.
- Experience in ITIL incident, problem, and change processes and tools
- Strong solid understanding of IT operations and support organizations
- 2 + years working in a service or IT support role, incident management preferred - or can demonstrate equivalent
- Working experience in a production/operational environment, international experience valued
- Demonstrable ability to work under stress
- Facilitating the resolution of sophisticated incidents
- ITIL Accredited
- In-depth knowledge of IT end-to-end incident and problem management
- Knowledge of Service management tools and ITIL standard processes
- Strong problem-solving and analytical skills
- Demonstrable ability to build and manage relationships effectively
- Good interpersonal and prioritization skills; ability to handle multiple incidents/demands simultaneously while adapting to constantly evolving requirements.
- Good oral and written communication skills, including the ability to speak at an appropriate technical and business level for the audience and prepare written proposals and recommendations
- A focus on Customer/Business satisfaction, with good social skills and responsiveness
- Ability to connect with all levels of technical and management staff
- Passionate about Customer Service and acts immediacy and vitality
- Flexible (in relation to working hours)
- Displays Assertiveness & Authority when facilitating recovery calls
Employment Type: Full Time, Permanent
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Recruitment Consultant
33%
18%
17%
12%
6%
1%
13% candidates got the interview through other sources.
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What people at London Stock Exchange Group are saying
Major Incident Manager salary at London Stock Exchange Group
reported by
4
employees
with 7-8
years exp.
₹18.5
L/yr - ₹23
L/yr
141%
more
than the average Major Incident Manager Salary in India
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What London Stock Exchange Group employees are saying about work life
based on 786 employees
Flexible timing
Monday to Friday
No travel
Day Shift
London Stock Exchange Group Benefits
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