Incident Manager - Senior Systems Engineer -- Third Shift: Thomson Reuters

AT THOMSON REUTERS

At Thomson Reuters, you'll find an energetic, fast-paced setting that develops and promotes motivated, talented individuals. The Thomson Reuters culture supports and provides our employees with an environment in which they can succeed — a knowledge-sharing environment that rewards effort and excellence.

Incident Manager - Senior Systems Engineer -- Third Shift

Thomson Reuters is the leading source of intelligent information for the world's businesses and professionals, providing customers with competitive advantage. Intelligent information is a unique synthesis of human intelligence, industry expertise and innovative technology that provides decision-makers with the knowledge to act, enabling them to make better decisions faster. Through its more than 50,000 people across 93 countries, Thomson Reuters delivers this must-have insight to the financial, legal, tax and accounting, scientific, healthcare and media markets, and is powered by the world's most trusted news organization. More information about Thomson Reuters and its financial performance can be found on www.ThomsonReuters.com. The Incident Manager coordinates incident responses across all functional and virtual groups within Thomson Reuters Professional technology division. The Incident Manager will ensure that the right groups are involved in the mitigation and resolution of incidents. They communicate incident information and impact to senior management. Upon resolution they will ensure that the correct follow up actions are identified and assigned.

Schedule: 3rd Shift, to include weekend hours

MAJOR AREAS OF ACCOUNTABILITY

• Provide on-site coverage to allow direct management of incidents involving systems or applications which require immediate customer support.
• Gather information and facilitate the decision making process of granting approval for Immediate Change Requests to systems with input from various groups and understanding the potential impact to production systems prior to approval.
• Work with the other teams to prioritize tasks during incident resolution/mitigation to ensure the right talent is available and applied at appropriate levels in order to achieve successful results.
• Provide communication, resolution determination, and follow-up items during and after incidents with daily status reports.
• Assist in the creation and review of all incident management checklists, logs and tickets on a daily basis, provide follow-up and feedback as necessary.
• Prepare presentations on the availability and status of the production operations and incident management projects.
• Create, maintain, and recommend changes in incident management, operational procedures, policies, standards, and escalation documents, diagrams and all other documentation Incident Managers rely upon. Ensuring compliance and support of incident management practices
• Use business and technical knowledge to ensure procedures are in line with service level agreement requirements.
• Collaborate with other technology groups across Thomson Reuters to leverage assets, resources and best practices.
• Maintains customer relationships and provides incident reporting and feedback targeting those customers.

• Undergraduate degree in a technology related field, or equivalent experience
• 5+ years experience working in an IT support role required, incident management preferred

• Proven ability to solve complex problems and generate innovative approaches and solutions.
• Strong customer relationship management skills
• Strong analysis and project management skills, including the ability to handle multiple incidents simultaneously while adapting to constantly changing requirements.
• Working knowledge of the technologies used within the department and by business units.
• Excellent oral and written communication skills, including the ability to speak at an appropriate technical and business level for the audience and prepare written proposals and recommendations
• Demonstrated ability to learn new platforms and technologies with a keen interest in expanding and applying this knowledge as new ones emerge
• Significant experience with a wide range of technology functions with a strong interest in application support, tools, application integrity and overall systems configuration
• Strong analytical, organization, multitasking and prioritization skills required
• General knowledge of Thomson Reuters products is preferred
• Understanding of the Change Management process
• Must be available to work a 3rd shift schedule
• Must be available to work on-call hours
• Must be available to work weekend hours