Associate Major Incident manager

This position will support TRs technology teams by managing incidents within our IT infrastructure/application layer, ensuring swift resolution in line with our SLOs. The role requires working as part of and coordinating a team focused on resolving large scale incidents for TRs critical applications across all business sectors. The successful candidate must have strong written communication and verbal communication sills and be able to work independently under pressure. They must also demonstrate good analytical thinking skills; ability to understand complex technical concepts quickly; time management & organizational skills; problem solving skills including attention to detail; ability to prioritize tasks effectively; positive attitude towards change management initiatives; adaptability when faced with new challenges/tasks etc..
 

About the role:

In this opportunity as Associate Major Incident manager, you will:
• Managing Technical Recovery Calls (War Rooms)

• Performing functional and hierarchical escalations

• Coordinating technology groups to ensure proper focus and a executing logically sound plan of action to mitigate any incident within the TR IT landscape

• Coordinating team assignments to ensure proper utilization of MIM resources

• Meeting training quotas to ensure good understanding of supported products and technologies

• Ensuring mitigation times fall within the MTTM/MTTR SLOs.
 

About you:

You're a fit for the role of Associate Major Incident manager if your background includes:

• Bachelor’s degree in computer science or equivalent experience preferred.

  
  

• 1 year of experience in a similar role or 3 years of experience in an application/infrastructure support team

  
  

• Strong understanding of ITIL processes and best practices for major incident management.

  
  

• Proven ability to manage incidents effectively within agreed SLAs.

  
  

• Excellent verbal and written communication skills.

  
  

• Strong interpersonal skills with ability to interact professionally with both internal teams and external stakeholders.

  
  

• Good analytical thinking skills; ability to understand complex technical concepts quickly; time management & organizational skills; problem solving skills including attention to detail; ability to prioritize tasks effectively; positive attitude towards change management initiatives; adaptability when faced with new challenges/tasks etc..

  
  

• Ability to work well under pressure and handle high volumes of concurrent activity simultaneously without compromising quality of service provided.

  
  

• Familiarity with ticketing systems like ServiceNow or Jira is desirable but not essential as training will be provided on these tools if needed.

  
  

• Must be comfortable working in a fast paced environment with shifting priorities while maintaining focus on deliverables until completion.

  
  

• Knowledge of networking protocols such as TCP/IP, DNS, DHCP etc.. would also be beneficial but again not essential as training will be given if needed.

  
  

• A desire to learn more about technology in general and gain further technical knowledge / expertise in specific areas such as cloud computing or cyber security would also be beneficial.
  #LI-SS6

  
  

What's in it For You?

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

• Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected

  
  

• Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.

  
  

• Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.

  
  

• Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.

  
  

• Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.

  
  

• Purpose Driven Work: We have a superpower that we’ve never talked about with as much pride as we should – we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

  
  

Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward. 

Accessibility 

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

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