Major Incident Manager

Major Incident Manager

Are you ready to lead and transform the way we handle critical technology incidents?
At Thomson Reuters, we pride ourselves on being at the forefront of innovation and excellence in the technology sector. We are seeking a highly analytical ITSM professional to join our team as a Major Incident Manager. In this pivotal role, you will be responsible for managing the resolution of the most critical and high-impact technology incidents across the enterprise. You will lead real-time incident response efforts, ensuring operational excellence, stakeholder alignment, and continuous improvement in incident handling. The role demands a calm, decisive mindset, operational rigor, and exceptional communication skills to coordinate cross-functional teams and engage executive-level stakeholders under pressure.

About the Role

In this opportunity as Major Incident Manager, you will:

• Lead the real-time response to major technology incidents, ensuring rapid resolution and minimal business impact.
• Collaborate with senior technology leaders, business stakeholders, and third-party vendors to drive alignment and transparency during incident resolution.
• Enforce compliance with Major Incident Management policies, including incident declaration, escalation protocols, communication cadence, and post-incident reviews.
• Facilitate root cause analysis follow-ups, lessons learned sessions, and service improvement initiatives to enhance the maturity of the Major Incident Management practice.
• Partner with regional and global incident management teams to ensure consistency and seamless handovers across time zones.
• Provide clear, concise, and timely updates to executive leadership during high-pressure situations.
• Work under the "Follow the sun" support model.

About You

You're a fit for the role of Major Incident Manager if your background includes:

• At least 3 years of experience as an Incident manager OR 5 years as an application support engineer.
• Bachelor's degree or equivalent experience.
• Proven experience managing high-severity technology incidents in a global enterprise environment.
• Strong coordination and leadership skills, with the ability to lead cross-functional teams in real-time.
• Deep understanding of ITIL-based incident management practices and enterprise service management tools (e.g., ServiceNow).
• Exceptional communication and stakeholder management skills, including the ability to brief executive leadership under pressure.
• Analytical mindset with a focus on metrics, continuous improvement, and service reliability.
• Experience working with engineering, infrastructure, and application support teams across complex technology environments.
• Ability to drive service improvement initiatives, conduct Post Incident Reviews, and facilitate lessons learned session

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What's in it For You?

• 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.

• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.

• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow's challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.

• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.

• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.

• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.

• Making a Real-World Impact: We are one of the few companies globally 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.

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.

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. 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.

As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business 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 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. More information on requesting an accommodation here.

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