The role supports our technology teams by managing incidents within our IT infrastructure and application layers, ensuring rapid resolution in alignment with our Service Level Objectives (SLOs). The successful candidate will coordinate a team dedicated to resolving large-scale incidents impacting critical applications across all business sectors. Key competencies include excellent analytical and communication skills, the ability to work independently under pressure, and strong problem-solving abilities.
About the Role:
As a Major Incident Manager you will:
- Manage Technical Recovery Calls (War Rooms).
- Perform functional and hierarchical escalations to mitigate incidents.
- Coordinate technology groups to drive focus and execute effective action plans.
- Assign team responsibilities to optimize Major Incident Management (MIM) resource utilization.
- Ensure team members meet training requirements to enhance product and technology understanding.
- Monitor and ensure incident mitigation times meet or exceed MTTM/MTTR SLOs.
- Foster a positive attitude towards change management and adaptability to new challenges.
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About You:
The ideal candidate for the Major Incident Manager Role must have:
- Bachelor's degree in Computer Science or related field, or equivalent experience preferred.
- Minimum 1 year of experience in a similar role or 3 years in application/infrastructure support.
- Strong knowledge of ITIL processes and proven ability to manage incidents within agreed SLAs.
- Excellent communication and interpersonal skills to engage professionally with internal teams and external stakeholders.
- Proficient in analytical thinking, time management, and organizational skills.
- Ability to handle high volumes of activities concurrently without compromising service quality.
- Familiarity with ticketing systems like ServiceNow or Jira is a plus, with training available if needed.
- Knowledge of networking protocols (TCP/IP, DNS, DHCP) is beneficial, with opportunities for further technical training in areas like cloud computing or cybersecurity.
The ideal candidate must be comfortable in a fast-paced environment with shifting priorities, maintaining focus on deliverables until completion.
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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, 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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More information about Thomson Reuters can be found on https://thomsonreuters.com.