drjobs Manager, IT Service Operations

Manager, IT Service Operations

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1 Vacancy
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Job Location drjobs

Gurgaon - India

Monthly Salary drjobs

Not Disclosed

drjobs

Salary Not Disclosed

Vacancy

1 Vacancy

Job Description

About the Role:

Grade Level (for internal use):

11

The Team:

Service Management is a global team that provides specialized technical support across the suite of trade processing and workflow solutions that support all participants in the Data & Research group. The Service Management team works collaboratively both internally and across our customer base operating in a sharing and learning culture with a view to build continuous improvement in our processes.

Impact:

We are seeking an experienced Service Management professional with a minimum of 10 years work experience to join the team in India. The role encompasses 2nd line technical application support & Cloud Infrastructure Management for our Issuer Solutions Platforms within the Data & Research group of Market Intelligence. This person will report directly to the Global Manager responsible for application support and will work closely with the global team contributing to the quality of our support.

Key Management Responsibilities

  • Partner with functional areas within Technology such as Architecture and Engineering Business Systems and Service Delivery (1st and 2nd line) to ensure Global Technology provides efficient and effective IT services and support to our clients.
  • Building a culture of collaboration repeatable quality processes with cost efficiency and dedication to improving quality of services delivered through strong working relationships with various stakeholders.
  • Drive Major Incidents from fault logging to resolution and follow up Root Cause Analysis.
  • Accountability for service reviews with business and other technology partners looking for area where services can be improved.
  • Responsible for all aspects of the teams training management appraisals and all aspects of recruitment.
  • Implement and enhance robust observability frameworks to monitor system health performance metrics and logging across multiple platforms ensuring high availability and proactive issue detection.
  • Manage disaster recovery strategies and incident response plans conducting regular drills to ensure team readiness and system resilience.
  • Provide mentorship and technical leadership to junior SREs and other engineering teams sharing knowledge and promoting SRE best practices across the organization.

Duties & accountabilities

  • The candidate should handle all support requests; incident problem and change management and business continuity activities to ensure flawless and quality delivery of services to end users. This is a critical role requiring a highly dedicated individual who can take ownership and provide procedural and technical support to various teams and internal/external stakeholders.
  • Provide second line client-facing technical support for issues escalated by first line support teams. Apply strong technical skills and good business knowledge together with investigative techniques and problem-solving skills to identify and resolve issues efficiently and in a timely manner. Work collaboratively with development team required for third line escalation.
  • Coordinate with product and delivery teams to ensure the Service Management team is ready for new releases and engaged in early design of new enhancements.
  • Work on initiatives and continuous improvement process around proactive application health monitoring reporting and technical support.

Key Areas of The Teams Responsibilities Are

  • Proactive monitoring and management of business critical 24x7 real-time. Where required to rectify issues in a timely fashion to restore application functionality.
  • Ensure incidents are correctly processed assessing business and technical impact and severity.
  • Taking ownership of application incidents and ensuring that they are resolved this includes retaining ownership of incidents that require 3rd Line or IT Change activity to resolve.
  • Ensuring the communication to the business community remains active.
  • Application responsibilities will cover Application Infrastructure Data Fixes User Queries User Education and Incident Investigation.
  • Monitoring of application events alerts job schedules capacity monitors and performance KPIs. Creation and ownership of change requests raised to address any of the above issues.
  • Working with the Functional and Technical teams to understand future application deliverables.
  • Proactively share knowledge with the team and update the knowledge base with support documentation (Confluence).
  • Work to provide services to agreed Service Level Targets and Operating Level Agreements.

Education and hands on experience required.

  • University Graduate of Computer Science or Engineering degree.
  • 8-13 yrs of direct experience in Site Reliability Engineering or DevOps roles experience implementing disaster recovery high availability and incident response in AWS or Azure or GCP.
  • Minimum of 5 years of direct managerial experience preferably of global teams across multiple time zones.
  • Proficiency with cloud computing environments (AWS / GCP/ Azure).
  • Good understanding of Application Support processes
  • Ideally familiar with monitoring tools such as Splunk and Monolith.
  • Expertise in SQL Server/PostgreSQL: Proficiency in advanced SQL techniques query optimization and experience with complex database systems.
  • Experience with advanced observability tools (e.g. Prometheus Grafana Splunk DataDog) for monitoring logging and tracing.
  • Experience in leading post-mortem analyses and implementing preventative measures to avoid recurrence of incidents.
  • Excellent problem-solving skills and the capacity to lead effectively under pressure during incident response and outage management.
  • Must understand operating systems most especially Windows and Linux. Good scripting experience (preferably including python) an advantage.
  • Must be knowledgeable in programming languages SDLC and experience in raising development bugs including priority assessment high quality analysis and detailed investigation. Understanding of agile methodology an advantage
  • Ideally would have experience of working in the Finance Industry and/or experience of S&P Global product

About S&P Global Market Intelligence

At S&P Global Market Intelligence a division of S&P Global we understand the importance of accurate deep and insightful information. Our team of experts delivers unrivaled insights and leading data and technology solutions partnering with customers to expand their perspective operate with confidence andmake decisions with conviction.

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:

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.


Required Experience:

Manager

Employment Type

Full-Time

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