Lead Infrastructure Service Manager (AMERS) (St. Louis, MO)

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Key responsibilities

Reactive Service Management:
  • Lead a regional infrastructure service management squad within a global team to provide 24x7, follow-the-sun technical escalation response
  • Through leadership of regional squad:
    • Responsible for Foundation Services' Technical Recovery, escalation and Problem Management response ensuring cross coordination across Technology Teams for complex, Foundation Service owned issues
    • Accountable for technical decisions and communications on service recovery during live incidents; management of remediation activity and follow-up actions related to service incidents after recovery

Proactive Service Management:
  • Proactive Service Management of the technology services provided by the Foundation area of Infrastructure & Cloud including: Data Centres, Platform (server), Storage, Private Cloud, Database, Big Data and Middleware.
  • Through leadership of regional squad:
  • Assurance of service data quality; participation in audit and ensuring compliance with findings; compliance with policy, hygiene / performance metrics and SLAs; service risk management; change and capacity management; vendor engagement; continuous improvement

Leadership responsibilities
  • Part of Foundation Services Service Effectiveness team reporting to the Director of Service Effectiveness
  • Establish and manage small team of regional ISM squad members
  • Cultivate key relationships with technology tower leads
  • Develop team skills and capabilities
  • Manage team performance reviews

Critical deliverables
  • Address technical debt across Foundation Services to remove risk
  • Reduce recovery time on incidents
  • Escalation point for major incidents
  • Validate service communications from technical perspective during major incidents
  • Drive best practice and continual improvement for incident recovery and problem management

  • Establishment of a new team, owning and transforming toward service-focused performance and delivery
  • High levels of stability and availability of services
  • Grow partnership with Product Engineering owners
  • Reduced MTTR and service impact

Key KPIs
  • MTTR for services (Detection, Response & Resolution)
  • Coverage and visibility of services health checks
  • Automation of recovery and operational tasks
  • Successful/unsuccessful changes implemented
  • Problem tasks and aged tickets
  • Security and IT control compliance

Minimum Requirements
  • Degree or equivalent
  • Minimum 5+ years of service management qualification and/or significant post-qualification experience
  • Exceptional communication and influencing skills
  • Excellent organisational and time management skills.
  • Extensive people management experience
  • Experience of industry best-practice processes and ability to drive mindset and process changes
  • Experience in project or programme management

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.

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.
More Information on LSEG (London Stock Exchange Group)
LSEG (London Stock Exchange Group) operates in the Analytics industry. LSEG (London Stock Exchange Group) was founded in 2022. It has 10766 total employees. It offers perks and benefits such as Health Insurance Benefits, Remote Work Program, Paid Holidays, Paid Sick Days, Stocked Kitchen and Diversity Program. To see all 18 open jobs at LSEG (London Stock Exchange Group), click here.
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