Incident Response Assistant Manager (1LOD Risk Management)

About the Role

FTSE 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 ensures 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 maintain incident lifecycle discipline, support timely stakeholder coordination during active incidents, ensure robust post-incident review, and help the business identify and address root causes to reduce recurrence risk. The role partners closely with Operations, Product, Engineering, Benchmark and Index Management, Sales, Legal, Compliance, Risk, and other business stakeholders to respond effectively in high-pressure, time-sensitive environments while ensuring clear documentation, appropriate escalation, accurate reporting, and defensible evidence.

Responsibilities

• Incident Lifecycle Coordination and Response
  • Coordinate the end-to-end management of operational incidents 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.
• 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 forward-looking and insight-led incident management information (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 engagement with relevant regulators where incident information, evidence, or explanations are required, from a FTSE Russell first-line perspective.
  • 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 root cause analysis (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.

Requirements

• 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.

Preferred Qualifications

• Experience 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 audiences.

Why Join FTSE Russell?

FTSE Russell operates in a highly regulated, client-critical environment where effective incident management, strong operational controls, and clear evidence are essential to maintaining client, market, and regulatory trust. In this role, you will play a key part in how the business responds to operational incidents, learns from them, and strengthens its control environment. You will gain exposure to senior stakeholders, regulated business processes, operational resilience, client communications, root cause analysis, remediation, and governance reporting. This is an opportunity to build deeper expertise in first-line risk and control within a global index and analytics business while helping FTSE Russell strengthen the consistency, transparency, and effectiveness of its incident management practices.