About the Role:

Grade Level (for internal use):

*S&P Global Commodity Insights

The Role: Engineer II Application Support Analyst

The Location: Hyderabad/Gurgaon India

The Team: AppOps is responsible for providing high quality operational and technical support for all Commodity Insights (CI) business specific applications and systems. Responsible to provide CI Business Partners with initial first line remote support for IT issues and requests which occur during business hours in relation to the use of CI business specific applications. Ensuring that standard operating procedures is followed for all incident and service requests received into the helpdesk function. Proactively monitor applications responding to alerts and providing the business with periodic health check reports.

We operate 24x7 which can involve working during APACEMEAAMER Hours & requires weekend support. (Rotational shifts 5 day a week). Work hours can change depending on Business requirements.

Enter the grade level of the position: Grade 9

The Impact: You will be the first line of support for all requests and incidents raised by Commodity Insights business partners. You will ensure the business receives a prompt response to any requests and ensure issues are resolved within agree service level agreements

Whats in it for you: The position is the part of the global application Support team supporting users based in three time zones and across 26 offices. Exposure to Application /Product support technical operations monitoring and projects in a role where you will interact directly with the business and learn the products and systems required to support the Platts business operations.

Responsibilities:

• Provide initial first line Application/Product support and triage of incidents and service requests for IT issues which occur during use of Platts applications.
• Technical Excellence: In-depth Technical understanding of all Applications Monitoring Tools and all available technical resources. Executing Effective Weekend Support Incident Identification Effective Shift handovers Major Incident Mgmt. & Process Hygiene.
• Log and capture incidents from all sources into ticketing system (ServiceNow) ensuring correct categorization and prioritization of IT issues
• Application Support Operations: Ensure application operations excellence and guaranteed response times by actively monitoring application health checks end user emails/tickets and ensuring all Incidents/service requests are resolved in a timely and comprehensive manner.
• Server maintenance monitoring health checks restarts and BAU operational work.
• Provide 24 x 7 round the clock support to Platts business partners utilizing shift patterns
• Major Incident Management: Engaging & driving the major Incidents during the weekends to Initiate bridge call engage technical teams and restore the service Immediately
• Incident Hygiene: Adhering to the Incident Hygiene process ensuring High Hygiene in the Incidents & requests handled.
• Knowledge Management and competency development: Create & share the SOPs Best Practice documents check list technical knowledge articles. Resolving IT incidents to restore service as quickly as possible using known error database. Escalation of tickets to other teams as required
• Active participation in knowledge transitions also coming up with Process Initiatives deliver ideas and values to achieve the desired results.

What Were Looking For:

Basic Qualifications:

• Experience working with various Application Monitoring systems and tools (Autosys / AppDynamics /Nagios/Naemon/Splunk preferred)
• Experience in IT Service Management frameworks (ITIL or similar)
• Knowledge of troubleshooting & supporting applications running on either Linux (preferred)

or Windows server OS

• Exposure to industry standard ITSM tools (ServiceNow strongly preferred)
• Experience supporting Cloud computing (AWS).
• Familiar with infrastructure concepts related to distributed applications (Load balancers Networking. Firewall NAT Virtual servers)
• Exposure working with tools like Putty RDP SSH WinSCP MySQL Query Browser Oracle SQL Developer.
• Familiar with reporting and analyzing tools (Beneficial but not essential)
• Experience working collaborative platforms like Microsoft SharePoint Box OneDrive MS Teams.
• Good understanding of Agile Framework.
• Any knowledge of Webservers either (Beneficial but not essential)

Windows IIS

Linux Apache and WebLogic (preferred)

• Any knowledge of scripting languages (JScript and JavaScript DOS VBScript Pearl Python PowerShell or shell script) preferred (Beneficial but not essential)
• Microsoft Office / Office 365 especially Excel (Macros Worksheets and add-ins)

Preferred Qualifications:

• 5 years of relevant experience with bachelors degree.

About S&P Global Commodity Insights
At S&P Global Commodity Insights our complete view of global energy and commodities markets enables our customers to make decisions with conviction and create long-term sustainable value.

Were a trusted connector that brings together thought leaders market participants governments and regulators to co-create solutions that lead to progress. Vital to navigating Energy Transition S&P Global Commodity Insights coverage includes oil and gas power chemicals metals agriculture and shipping.

S&P Global Commodity Insights is a division of S&P Global (NYSE: SPGI). S&P Global is the worlds foremost provider of credit ratings benchmarks analytics and workflow solutions in the global capital commodity and automotive markets. With every one of our offerings we help many of the worlds leading organizations navigate the economic landscape so they can plan for tomorrow today.

For more information visit In It For You

Our Purpose:

Progress is not a self-starter. It requires a catalyst to be set in motion. Information imagination people technologythe right combination can unlock possibility and change the world.

Our world is in transition and getting more complex by the day. We push past expected observations and seek out new levels of understanding so that we can help companies governments and individuals make an impact on tomorrow. At S&P Global we transform data into Essential Intelligence pinpointing risks and opening possibilities. We Accelerate Progress.

Our People:

Were more than 35000 strong worldwideso were able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.

From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. Were committed to a more equitable future and to helping our customers find new sustainable ways of doing business. Were constantly seeking new solutions that have progress in mind. Join us and help create the critical insights that truly make a difference.

Our Values:

Integrity Discovery Partnership

At S&P Global we focus on Powering Global Markets. Throughout our history the worlds leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do bring a spirit of discovery to our work and collaborate in close partnership with each other and our customers to achieve shared goals.

Benefits:

We take care of you so you cantake care of business. We care about our people. Thats why we provide everything youand your careerneed to thrive at S&P Global.

Our benefits include:

• Health & Wellness: Health care coverage designed for the mind and body.

• Flexible Downtime: Generous time off helps keep you energized for your time on.

• Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.

• Invest in Your Future: Secure your financial future through competitive pay retirement planning a continuing education program with a company-matched student loan contribution and financial wellness programs.

• Family Friendly Perks: Its not just about you. S&P Global has perks for your partners and little ones too with some best-in class benefits for families.

• Beyond the Basics: From retail discounts to referral incentive awardssmall perks can make a big difference.

For more information on benefits by country visit: Hiring and Opportunity at S&P Global:

At S&P Global we are committed to fostering a connected andengaged workplace where all individuals have access to opportunities based on their skills experience and contributions. Our hiring practices emphasize fairness transparency and merit ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration we drive innovation and power global markets.

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