The Manager will be responsible for First Line Support functions for the Infrastructure and Cloud Technology teams.

Main roles & responsibilities:

• Lead First Line managers/leads and professional staff of multiple related teams to meet financial and operational requirements
• Develop departmental plans including business, production, or customer priorities
• Lead the resolution of complex or unusual problems
• Decisions are guided by resource availability and functional objectives, and affect the support and funding or projects, products, services, or technologies
• Develop relationships with key internal partners; Establish regular communication regarding the status of incident tickets and alignment to the incident management process
• Ensure the team follows the Incident management processes; to ensure effective incident management and timely resolution
• Ensure that appropriate documentation is delivered- such as, support procedures for technical services staff, training documents, and service level agreements
• Provide input to records, quality systems and management reports as required
• Lead and develop a highly effective and motivated team with clearly defined objectives aligned to the overall objectives of technical services.
• Ensure appropriate & timely notifications when technology interests are being compromised to ensure the correct levels of management visibility
• Ensure compliance to all technical/data protection policies
• Ensure compliance with the Incident management processes; to ensure effective incident management and timely resolution
• Run major incidents, up to agreed upon severity level ensuring the smooth transition from Incident to Problem Management
• Ensure timely and accurate client communications during an incident
• Act as point of escalation for FLS teams
• Identify & pursue opportunities for continuous improvement
• Reporting to Americas Lead

Qualifications:

• 10-15 years' experience in computer operations is desirable
• At least a Degree or Diploma in Computer Science/Information Technology or Engineering, or equivalent experience

Technical / job functional knowledge:

• ITIL 4 - incident, problem, change management preferable
• KPI management
• Service Operations / Transition
• Process design
• Reporting

Leadership Behaviors:

• Ability to lead and empower a team to deliver core service as well as improvement & innovation
• Results driven based on defined outcomes
• Global perspective with ability to act regionally and locally
• Positive relationship building, communication and presentation skills with the ability to engage at Senior levels
• Ability to handle own work and multitask to meet timelines without losing sight of priorities
• Must be flexible, self-motivated, and have a "can-do" attitude
• Ability to act rapidly and logically under pressure, and make effective use of others in resolving problems.
• People Management Experience preferable
• Leading organizational change
• Leading global teams Personal Skills and Capabilities

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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