in cident spe cialistLondon Stock Exchange Group

The Incident Specialist profile is multi-disciplinary role within Service Escalation Client Incident Response & Escalation (CIRE) team. Incident response team's goal is to coordinate and align the key resources and team members during an Escalated or Business Critical Incident to minimize impact and restore operations as quickly as possible. This includes the following critical functions: investigation and analysis, communications, training and awareness as well as documentation and timeline development. They coordinate and direct all facets of the Incident response effort.
Responsibilities:
Perform Case Review of Escalated incidents and trigger the right Incident Management process to drive towards closure
Engage with different Service Delivery teams to provide valuable process and performance insight with recommendations for improvements
Delivers accurate and timely internal communications on Major Incidents and escalations to internal stakeholders
Provide customer feedback to stakeholder groups to improve end to end performance and customer satisfaction
Represent Customer on Technical Recovery and Management Team calls for wider incidents to support any additional insight that may expedite Recovery
Co-ordinate in arranging Senior Leadership calls for incidents that are managed at the highest level of escalation at LSEG D&A Division
Qualifications:
Strong communication skills both written and verbal
Ability to interface with different levels of Management and Resolver Groups
Proven root cause analysis and analytical investigation skills
Can work on different shift patterns, including weekends
Strong knowledge of the Major Incident Control process
ITIL service level management practitioner certificate would be desirable
Ability to exploit technologies to meet business needs
Knowledge of computer operations and their interfaces
Data analysis and manipulation
Intermediate Service Cloud knowledge and confidently navigate the tool is a must
At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise of creating essential partnerships and open opportunities. Our open culture is central to how we deliver our purpose - driving financial stability, empowering economies and enabling customers to create sustainable growth - in everything we do.
Working with us means that you will be part of a dynamic organisation of 25,000 people across 70 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.
LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.
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 any mental health or physical disability needs.
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London Stock Exchange Group

Taguig City, Metro Manila
Permanent
Full-time