Role PurposeFTSE Russell is seeking an experienced, organised and resilient
Incident Response Assistant Manager to support and coordinate the end-to-end management of operational incidents across the global business!
This role is responsible for ensuring incidents are identified, assessed, recorded, escalated, investigated, remediated and closed in line with LSEG policies, FTSE Russell procedures and applicable regulatory expectations. The Senior Associate will play a key role in maintaining incident lifecycle discipline, supporting timely stakeholder coordination during active incidents, ensuring robust post-incident review, and helping the business identify and address root causes to reduce the risk of recurrence.
Working within the first-line Risk & Control function, the role will partner closely with Operations, Product, Engineering, Benchmark and Index Management, Sales, Legal, Compliance, Risk and other business stakeholders. The role will support the business in responding effectively to incidents in a high-pressure, time-sensitive environment, while ensuring clear documentation, appropriate escalation, accurate reporting and defensible evidence.
The role will also support incident trend analysis, lessons learned activity, management information, governance reporting and preparation of client or regulatory communications where required. It requires someone who can operate with independence, sound judgement and strong delivery discipline, while maintaining accuracy, structure and professionalism during periods of heightened operational pressure.
This is an important first-line risk and control role in a highly regulated, client-critical business, helping to strengthen incident management practices, improve control outcomes and support regulator-credible operational resilience.
Key ResponsibilitiesIncident Lifecycle Coordination and Response- Coordinate the end-to-end management of operational incidents across FTSE Russell, from identification and initial assessment through to remediation, closure and lessons learned.
- Ensure incidents are recorded accurately, consistently and promptly in line with the Incident Management Policy, procedures and internal standards.
- Support initial incident triage, including assessment of severity, impact, client relevance, regulatory sensitivity, operational risk and escalation requirements.
- Coordinate stakeholders during active incident response, ensuring roles, actions, timelines and decision points are clear.
- Maintain strong delivery discipline during live incidents, including action tracking, status updates, escalation points and documentation of key decisions.
- Ensure material, time-sensitive or potentially reportable incidents are escalated appropriately to senior management, Compliance, Risk, Legal and other relevant stakeholders.
- Support effective handover between teams where incidents cut across functions, regions, products, technology platforms or client-facing processes.
- Maintain clear, complete and audit-ready incident records, including chronology, impact assessment, stakeholder updates, key decisions, remediation actions and closure rationale.
- Help ensure incident response activity is timely, controlled and proportionate to the nature, severity and potential impact of the event
Root Cause Analysis and Post-Incident Review- Facilitate post-incident reviews, ensuring the right stakeholders are engaged and that reviews are completed in a timely and structured manner.
- Challenge the quality and completeness of root cause analysis, ensuring conclusions are evidence-based and do not stop at symptoms or immediate triggers.
- Support identification of contributing factors across people, process, systems, data, controls, governance and third-party dependencies.
- Ensure remediation plans are clearly linked to root causes, control gaps and lessons learned.
- Track remediation actions through to completion, monitoring due dates, ownership, dependencies, delivery risks and evidence quality.
- Identify where incidents may require issue creation, control uplift, procedural change, training, additional monitoring or wider thematic review.
- Support closure readiness assessments by checking that remediation actions are complete, evidence is available, and closure rationale is clear.
- Promote a learning culture by ensuring lessons learned are captured, shared and embedded into process and control improvements.
- cause analysis quality.
- Ensure remediation plans address underlying causes.
- Track actions through to completion.
Reporting, Governance and Management Information- Produce and support regular incident reporting and management information for governance forums, senior management and relevant oversight bodies.
- Provide clear analysis of incident volumes, severity, ageing, remediation status, client impact, root causes, repeat incidents and emerging themes.
- Support preparation of governance packs, including incident summaries, trend analysis, escalation matters, overdue actions and thematic insights.
- Track governance decisions, follow-up actions and escalations arising from incident forums or post-incident reviews.
- Identify recurring themes, systemic drivers or control weaknesses from incident data and escalate these for management attention.
- Support the development of more forward-looking and insight-led incident MI, moving beyond event reporting to highlight operational risk trends, control effectiveness and resilience themes.
- Ensure reporting outputs are accurate, reconciled, clearly explained and suitable for review by senior management, second line, Internal Audit or regulators.
- Support the linkage between incident MI, issue management, RCSA outcomes, control performance and operational resilience reporting.
Client, Regulatory and Stakeholder Communications- Support preparation of clear, accurate and well-evidenced incident updates for internal stakeholders, including senior management, Risk, Compliance, Legal and business leadership.
- Support, from a FTSE Russell first-line perspective, engagement with relevant regulators where incident information, evidence or explanations are required.
- Assist with the preparation of client communications, client statements or incident summaries where required, ensuring these are factual, consistent and aligned with agreed governance and approval processes.
- Work closely with Legal, Compliance, Sales and business stakeholders to ensure external communications are controlled, accurate and appropriately reviewed.
- Maintain a clear audit trail of communications, decisions and approvals relating to significant incidents.
- Translate technical, operational or control-related incident detail into clear, accessible language for senior stakeholders and non-specialist audiences.
Data Quality, Controls and Evidence Standards- Maintain accurate and complete incident records in Jira, MetricStream or relevant incident management tools.
- Perform quality checks across incident records, including completeness of mandatory fields, clarity of impact assessment, accuracy of status updates, adequacy of RCA and quality of remediation evidence.
- Identify and escalate data quality gaps, overdue actions, weak root cause analysis, unclear ownership or incomplete closure evidence.
- Ensure incident documentation is structured, evidence-based and capable of supporting internal review, audit activity, second-line challenge or regulatory scrutiny.
- Support alignment between incidents, related issues, control gaps, complaints, operational resilience impacts and remediation activity.
- Contribute to the maintenance and enhancement of incident management procedures, templates, evidence standards and reporting definitions.
Continuous Improvement and Risk Culture- Identify opportunities to strengthen incident management processes, procedures, escalation routes, documentation standards and governance routines.
- Drive lessons learned activity by ensuring incident outcomes are translated into practical improvements to controls, processes, training or monitoring.
- Support thematic reviews of incidents to identify recurring causes, process weaknesses, data dependencies or resilience vulnerabilities.
- Contribute to the design and implementation of improved incident classification, escalation and reporting approaches.
- Help embed good incident management practices across FTSE Russell by providing guidance, challenge and support to business stakeholders.
- Promote a strong risk culture by encouraging timely incident identification, transparent escalation, clear ownership, disciplined remediation and evidence-based closure.
- Support the business in moving from reactive incident response toward more proactive identification of risk indicators, repeat failures and control weaknesses.
Experience & SkillsEssential- Experience in incident management, operational risk, controls, governance, audit, operational resilience or a comparable regulated environment.
- Strong understanding of incident lifecycle management, including identification, assessment, escalation, response coordination, root cause analysis, remediation and closure.
- Experience operating in high-pressure, time-sensitive environments where clear judgement, prioritisation and stakeholder coordination are required.
- Strong stakeholder management skills, with the ability to coordinate across business, technology, operations, risk, compliance, legal and senior management stakeholders.
- Experience facilitating or contributing to post-incident reviews and root cause analysis.
- Strong analytical skills, with the ability to assess incident information, identify themes, challenge conclusions and translate findings into practical remediation.
- Excellent written communication and report writing skills, including the ability to produce clear incident summaries, governance updates and management reporting.
- Strong attention to detail and ability to maintain accurate, complete and audit-ready incident records.
- Ability to challenge constructively where root cause analysis, remediation plans, ownership or evidence are incomplete or unclear.
- Strong organisational skills, with the ability to manage multiple incidents, actions, deadlines and stakeholder follow-ups.
- Ability to work independently, escalate appropriately and maintain delivery discipline in complex environments.
DesirableExperience using Jira, MetricStream or similar incident, issue, workflow or risk management tools.
- Knowledge of operational resilience frameworks and expectations, including impact tolerance, important business services or severe-but-plausible scenario considerations.
- Experience supporting regulatory engagement, including preparation of evidence, incident summaries or responses to regulatory queries.
- Experience supporting client communications or incident statements in a regulated or client-critical business.
- Understanding of issue management, control frameworks, RCSA, complaints management or operational risk reporting.
- Experience working within financial services, market infrastructure, benchmark administration, index, data or analytics environments.
- Familiarity with FCA expectations, audit requirements and the importance of defensible documentation.
- Experience producing incident MI, trend analysis, thematic reviews or governance reporting for senior audience.
Career Stage:Senior Associate
