Associate Technical Lead (Major Incident Manager)

We welcome applications to our full-time vacancies from all citizens who have been granted protection within the territory of the Republic of Poland under the EU Temporary Protection Directive*
Associate Technical Lead (Major Incident Manager)- Service Management
  
Do you have experience leading and driving the incident management process with authority and confidence? If yes, come join our team and develop your career with our growing global centre  in Gdansk, Poland.  We have had a presence in Gdansk since 2019, with our campus providing access to the accessibility, culture, and diversity of the Tricity (Gdańsk, Gdynia, and Sopot) metropolitan area, plus the beauty of being on the Baltic Sea and close to lush forests.    
  
The CIO (Chief Information Office) organization in Thomson Reuters provides shared capabilities spanning Service Management, Digital Commerce, Platforms Engineering, and Architecture.  The CIO organization is driving a change to bring closer alignment of the technology work we do, to the product and business outcomes.  The services from CIO are delivered through a shared capability model and implemented by a strong, talented, diverse set of global teammates. Through the use of modern technology, platforms and services, and closer alignment to business stakeholders, we maintain a focus on customers, while making it easier for our internal consumers to use our services. Gdansk is the home of Service Management and is at the epicentre of how we manage our customers’ experience.  
Associate Technical Lead (Major Incident Manager)- will take control of the recovery process from the outset, directing the technical conversation and ensuring everyone understands their roles and responsibilities in the process. The MIM will drive the technical conversation, encouraging and challenging teams to identify solutions or workarounds as quicky as possible to restore service and normalize the customer experience.
The MIM is empowered to challenge individuals or teams, including senior management, who may distract or divert attention away from the primary objective of mitigating the incident as quickly as possible.
Join our team today and you can bring your innovation, knowledge, and curiosity to create technology that powers the world’s most informed professionals. 
About the Role  
In this opportunity as Associate Technical Lead (Major Incident Manager), you will:

• Ensure compliance with the Major Incident Management, Problem Management and Change Management processes to ensure effective incident management, timely mitigation and resolution within SLA targets
• Manage Major Incidents with authority and leadership to achieve speedy resolution of incidents and to ensure the smooth and timely transition from Incident to the Problem Management phase for root cause analysis
• Leverage technical knowledge and experience to contribute to the incident recovery process and to assist teams in identifying solutions and/or workarounds to ensure timely restoration of service to customers
• Ensure well written, timely and accurate internal communications are regularly sent as per SLA targets during a Major Incident
• Participate in and contribute to post-mortem calls within the Problem Management process, as required
• Identify & pursue opportunities for continuous service improvement within the Major Incident Management process
• Review reports on Incident trends/numbers, repeat Incidents etc and make recommendations to ensure such Incidents reduce in number
• Work closely with Major Incident Process owner as well as Problem and Change Management process owners and Service Now team to make suggestions on process improvements and to implement any changes proposed by said teams

About You 
You’re a fit for the role of Associate Technical Lead (Major Incident Manager if you have: 

• Experience in a similar role, thus enabling the candidate to comprehend the technical aspects of an Incident and to contribute to the trouble shooting and resolution process with authority
• Ideally ITIL certification
• Ability to issue clear, concise communications to senior leadership and stakeholders in a timely fashion within SLA targets.
• Ability to deal effectively and professionally with escalations from senior stakeholders and business partners etc.

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 for our office-based roles while delivering a seamless experience that is digitally and physically connected. 
• Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more. 

• Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: 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. 
• 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: Nine 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. 

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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 25,000 employees across more than 75 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.
We welcome applications to our full-time vacancies from all citizens who have been granted protection within the territory of the Republic of Poland under the EU Temporary Protection Directive (subject to proof of status). This is inclusive of:

• Ukrainian citizens and their family members residing in Ukraine before 24 February 2022
• Third country citizens and stateless persons and their family members with international or equivalent national protection in Ukraine, who had a valid residence permit in Ukraine on 24 February 2022
• Citizens of other third countries who were permanent residents in Ukraine on 24 February 2022 in accordance with Ukrainian regulations and who cannot safely and permanently return to their country