Infrastructure Service Improvement Associate

2 weeks ago

Bengaluru, Karnataka, India LSEG (London Stock Exchange Group) Full time

Service Improvement Associate We're growing a team of highly skilled, collaborative and passionate Service Improvement Engineers who continuously improve the availability, reliability and security of LSEG platforms and infrastructures.

As part of our DevOps culture, this is an opportunity to collaborate across the globe with highly motivated and knowledgeable Site Reliability Engineers, Application Delivery Engineers, Developers, Service Excellence and Availability partners.

Our goal is to continually improve the reliability of our production services, reduce time to market and recover from anomalies in the environment that impact external and internal customers.

Key relationships & committees Cross-company relationships with Business Unit CIO functions, I&C colleagues, Security and Risk, Service Management, PMO, external partners and suppliers Responsibilities: Produces insightful, high-quality reports.

Continuously iterates reports to improve efficiency and accuracy Develops new data analysis solutions that answer key business questions and support decision-making.

Drives consistent operational excellence processes across Foundation Services.

Works with service owners to develop, implement and track continual improvement initiatives and KPIs Implements workflows to optimise efficiency of operations.

Tracks operational risk remediation and policy compliance across Foundation Services.

Ensures effective communication and information dissemination relating to Service Effectiveness and Continual Service Improvement within division and between other service-owning areas.


Impact:
Transform reporting capability to ensure reporting and analytics are efficient, accurate and of high value to target audience Drive Foundation Services performance toward service-focused, high-quality delivery Improved service efficiency across Foundation Services though process transformation Ensures continual service improvement initiatives are developed and executed Champions confidence and trust in the reliability of our services

Critical Deliverables:
Foundation Service KPI service and technology reporting using Power BI Monitor remediation or testing to maintain service-level compliance with policies, controls and audit findings Publish and monitor SLAs for our service offerings Establish communication and stakeholder engagement plans Co-ordinate problem management remediation and action tracking

Key Performance Indicators:

Improves MTTR for services (Detection, Response & Resolution) Ensures ITSM SLAs are met and exceeded - both into and from our offerings.

Ensures accuracy of CMDB data Ensures compliance with local policies and controls

Required Skills / Experience Required:
Technical degree or equivalent experience 5+ Years experience working within corporate IT Strong data literacy and excellent written communication, including use of O365 tools and PowerBI Detailed knowledge of core ITIL processes: incident, problem and change management Service and Configuration Management experience using Servicenow

Desirable:
Analysis in SQL Snowflake Data Warehousing ITIL Certification beneficial, but not required with equivalent experience Process Transformation and Continuous Service Improvement experience


At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise of creating essential partnerships and open opportunities.

Our open culture is central to how we deliver our purpose - driving financial stability, empowering economies and enabling customers to create sustainable growth - in everything we do.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 70 countries.

However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce.

You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business.

You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth.

Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

We are proud to be an equal opportunities employer.

This means that we do not discriminate on the basis of anyone's race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law.

Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

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