Summary:
As the Manager, Technology Operations Center (TOC), the candidate is required to have a sound understanding of the ITSM methodology. The candidate should understand the entire lifecycle of ITSM process such as Incident, Problem, Change and Configuration. Well developed communication and interpersonal skills are critical to this role. There will be a reactive focus on incident management during major issues and subsequent post incident review process. The candidate champions a culture of continuous service improvement of TOC operations and reporting on our performance to guide service and risk priorities, and actions. This role is within a LSEG team handling partner services.
Responsibilities & Key Accountabilities:
- Proactive Service Management of all services provided across Businesses and Functions ensuring TOC services are delivered in accordance to the agreed Service Level Agreements (SLA).
- Bring in the best ITSM practices to evaluate and update existing process and procedures as in crafting Knowledge articles, Runbooks and process documents.
- Support ITSM incident, change and problem management activities that involve TOC, review proactively to identify improvement areas.
- Support ITSM event and alert management function based on standard monitoring tools, produce and review reports to assess TOC performance and provide feedback.
- Review service issues from collaborators and partners, track and provide appropriate response.
- Act as the interface between various process owners (Incident, Problem, Change, Configuration etc.) and TOC by incorporating feedback and standard processes to improve quality of service.
- Identify trends and possible opportunities for improvement (cross-domain/divisional) and then track and drive those programs through to conclusion providing regular service updates on progress.
- Handle and govern the service risks and ensure agreed actions are tracked and focus is maintained until risks are closed appropriately.
- Participate in weekly, monthly reviews and reporting.
Qualifications & Experience:
- Experience working in IT Service Management function in a business critical / regulated environment.
- Proven record and ability in handling time critical incident and recovery situations, and communication with internal partners.
- Proactive, focused, and resilient, with a positive demeanor.
- Well-developed communication and interpersonal skills with internal partner management experience.
- Good influencing/negotiating skills able to overcome resistance and reach consensus and compromise to attain the required objective.
- Good data manipulation skills proficient in the Microsoft 365 suite of products.
- Experience in ServiceNow or equivalent ITSM tooling.
- Bachelor's degree or equivalent experience in an IT related field.
- ITIL Foundation certificate preferred.
At LSEG, we believe that creating a diverse and inclusive organization 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.
LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.
Our purpose is the foundation on which our culture is built. Our values of
Integrity, Partnership,
Excellence and
Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.
Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 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 mental health or physical disability needs.
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