Jon Burgess
About Jon Burgess
Jon Burgess serves as the Senior Incident and Problem Manager at Refinitiv, where he oversees global Incident Management performance for MGP&C Technology Operations. He focuses on enhancing communication during service outages and improving Mean Time to Recovery (MTTR).
Work at Thomson Reuters
Jon Burgess has held the position of Senior Incident and Problem Manager at Thomson Reuters since 2002. His role encompasses overseeing Incident Management performance, ensuring alignment with strategic objectives. He has been instrumental in developing processes that enhance service delivery and incident response. His extensive tenure at Thomson Reuters has allowed him to build a deep understanding of the organization's operational needs and challenges.
Current Role at Refinitiv
In addition to his responsibilities at Thomson Reuters, Jon Burgess currently serves as the Senior Major Incident Manager at Refinitiv, a position he has held since 2018. He manages the performance of MGP&C Technology Operations Incident Management on a global scale. His focus includes improving communication regarding service outages and incidents, ensuring that customer communications are clear and effective.
Career Background
Jon Burgess has a diverse professional background in incident management and technology operations. He began his career at EDS Group (Citymax) from 1996 to 2000, progressing through various roles from Junior Operator to Shift Leader. He then worked at Cantor Fitzgerald as a Senior Operator for eight months in 2000. Following this, he served as a Network Analyst at NASDAQ OMX from 2001 to 2003 before joining Thomson Reuters.
Education and Expertise
Jon Burgess studied at Barking Abbey Comprehensive. He has developed expertise in Incident Management, acting as a subject matter expert in this field. His responsibilities include training personnel on incident management processes and tools, as well as providing regular performance reporting to stakeholders. His focus on improving Mean Time to Recovery (MTTR) demonstrates his commitment to operational excellence.
Achievements in Incident Management
In his role as Senior Incident and Problem Manager, Jon Burgess has driven significant improvements in Incident Management performance. He is responsible for delivering customer-focused communications during service outages and incidents. His efforts in developing training and reporting metrics have contributed to enhanced operational efficiency and stakeholder engagement.