Incident Response Specialist

About Us:

LSEG (London Stock Exchange Group) is more than a diversified global financial markets infrastructure and data business. We are dedicated, open-access partners with a dedication to excellence in delivering the services our customers expect from us. With extensive experience, deep knowledge and worldwide presence across financial markets, we enable businesses and economies around the world to fund innovation, manage risk and create jobs. It’s how we’ve contributed to supporting the financial stability and growth of communities and economies globally for more than 300 years. Through a comprehensive suite of trusted financial market infrastructure services – and our open-access model – we provide the flexibility, stability and trust that enable our customers to pursue their ambitions with confidence and clarity.

LSEG is headquartered in the United Kingdom, with significant operations in 70 countries across EMEA, North America, Latin America and Asia Pacific. We employ 25,000 people globally, more than half located in Asia Pacific.

Overview: 

An Incident Response Specialist handles critical issues related to Colleague Services, ensuring timely resolution and effective communication with collaborators and will be responsible for handling high-priority incidents or task coordinating with various teams to resolve service critical issues efficiently.

Key Accountabilities:

• Identify and self-drive continuous initiatives to improve customer experience (e.g. proactively analyse aging and bounce tickets).
• Supervise and acknowledge critical issue tickets received from ServiceNow and emails and report critical issue trends, providing insights to process improvements.
• Initiate and assist root cause analysis and provide feedback to relevant team members
• Prepare and share Weekly Status Reports (WSR).
• Identify and report bugs in the ServiceNow tool and test corrections in UAT.
• Analyse raised tickets and initiate recovery calls where applicable and collaborate with resolver groups and other relevant teams to resolve partner concerns and findings.
• Provide periodic updates to team members on the status of raised concerns and supervise resolution time, number of critical issues, and customer satisfaction.
• Enforce and comply to LSEG's internal and external regulatory procedures.
• Nurture a culture of continuous improvement, identifying inefficiencies and suggesting ideas to products and processes.

Candidate Profile / Key Skills:

• 3-5 years’ experience in incident management and ticket analysis.
• Strong problem-solving and decision-making skills.
• Superb communication and teamwork skills.
• Ability to multitask and prioritize activities optimally.

Education and Professional Skills:

• Bachelor's degree or equivalent experience in a relevant field or a related field.
• Professional certifications in service management are a plus.
• Proficiency in using ticketing and customer complain management tools and Strong analytical skills and the ability to handle fast paced situations.

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.

Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it’s used for, and how it’s obtained, your rights and how to contact us as a data subject.

If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.