First Level Support Manager Jobs in London Stock Exchange Group (LSEG) - Bangalore

Job Description

Responsibilities:

• Responsible for managing operations and support for a set of infrastructure functional systems
• Steers continuous improvement to operational processes for infrastructure services with reliable execution and timely scheduling
• Provides hands on expertise for complex change, support and recovery queries and acts on escalations for incident and recovery
• Monitors SLAs such as MTTR, uptime, capacity, performance, security and acting promptly when these are at risk
• Optimises cost and quality for in scope capabilities and services and contributes to enhancement investment proposals
• Manages interaction and engagement with service stakeholders to ensure success​
• Ensures excellence in service operating practices and service lifecycle  (operational house keeping, standards, ITSM processes​)
• Contributes to service operations and lifecycle practice improvements with teams and peer groups
• Manages technical exchanges with suppliers during incident or solution definition​
• Defines automation and orchestration approach; as expert individual contributor defines reference material and acts as solution review authority
• May lead a group of specialists, building a culture of collaboration, continuous learning and personal development.

Qualifications & Experience:

• Relevant knowledge / skill to bachelors degree level
• Significant experience in ops, support and change in a business critical / regulated environment
• Developed experience leading one or more technical teams
• Demonstrable experience operating and managing service operations in a relevant technology domain
• Demonstrated experience and ability in managing time critical incident and recovery (crisis) situations and communication with internal stakeholders​
• Significant experience contributing to post incident analysis and reviews, retrospectives and blame free post mortems.