Major Incident Manager

Legal & General is a leading UK financial services group and major global investor. We’ve been safeguarding people’s financial futures since 1836, aiming to build a better society for the long term by investing our customers’ money in things that make life better for everyone and create value for our shareholders.

Our Group Functions provide the services that all areas of the business need. This requires a talented and diverse team behind the scenes, who enable everyone at L&G to do what they do best. 

Joining us means helping to improve the lives of our customers and contributing to the success of the business every day.

We're looking for a Major Incident Manager to join us in Hove!

You'll play a key role in supporting the Senior Major Incident Manager in the delivery of the IT Operations Centre and Services to the whole of L&G, with a strong focus on the Incident Management process. You'll also be responsible for the management, co-ordination and communication of all High Priority incidents (P1 & P2) impacting L&G, ensuring they are resolved within the agreed SLAs and KPIs

What you'll be doing:

• Supporting the Senior Major Incident Manager on a 24 x 7 days / on-call round the clock rota for the delivery of the Operations Centre Services to the business customers, providing stability and adherence to agreed service SLAs / KPIs across Service
• Acting as the interface between L&G and 3rd Party Suppliers during Major Incidents and having end-to-end responsibility for the management, communication, escalation, investigation and resolution, ensuring business/customer updates are timely and of sufficient quality, arranging discussions and updates as required
• Working closely with the Business Unit ITSMs to assist them with timely updates on Incidents for onward communication to the Business Communities and being the primary contact for all follow-up incident questions
• Working with Problem Management to document post-incident recovery steps (via a PIR) in order to establish Root Cause, aid in Process improvements, identify deviations and enable creation of a Knowledge Base/Known Error Database (KEDB)
• Working with Service Desk and Level 2 Incident Management Resolver Team(s) to ensure that service achieves the defined performance targets
• Continually working to build effective, positive working relationships with both our Service Partners and the wider IT communities, to enable us to deliver a fantastic customer service and be viewed as a single, valued IT partner
• Contributing to the success (Departmental OKRs) of Service Operations (Major Incident, Problem, Availability, Event and Knowledge Management) activities within the team, and undertaking Continual Service Improvements as a day-to-day activity

Who we're looking for:

• Previous experience in a Major Incident Management role
• Strong knowledge of IT Infrastructure, including an in-depth understanding of associated technologies and architectures
• Experience of working with and managing tier 1 suppliers
• You'll also be experience in acting as an escalation and resolution point for Major Incidents and service-related matters
• Knowledge of the regulatory environment, including FCA, PRA, would be a huge plus!

Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer: 

• The opportunity to participate in our annual, performance-related bonus plan and valuable share schemes  
• Generous pension contribution  
• Life assurance   
• Private medical insurance (permanent employees only) 
• At least 25 days holiday, plus public holidays, 26 days after 2 years’ service. There’s also the option to buy and sell holiday 
• Competitive family leave 
• Participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax efficient salary sacrifice 
• There are the many discounts we offer – both for our own products and at a range of high street stores and online   
• In 2023, some of our workspaces were redesigned. Our offices are great spaces to connect and collaborate and have your wellbeing at the heart

Legal & General is a leading financial services group and major global investor, named Britain’s Most Admired Company in 2023, for the second year running. Rated top in our sector and top for inspirational leadership, we have a strong heritage and an exciting future.

We aim to build a better society for the long term by investing our customers’ money in things that make life better for everyone.

If you join us, you’ll be part of a welcoming culture, with opportunities to collaborate with people of diverse backgrounds, views and experiences. Guided by leaders with integrity who care about your future and wellbeing. Empowered through initiatives which support people to develop their careers and excel.

We strive to be open, mindful and inclusive, so are always willing to discussing flexible working arrangements and reasonable accommodations for candidates with specific needs.

If you’re open to find out more, we'd love to hear from you.