About the Role: Grade Level (for internal use): 10 Job Description About the role 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 Public Markets 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. Responsibilities and Impact We are seeking an experienced Service Management professional with a minimum of 8 years of work experience to join the team in Dallas, US. The role encompasses 2nd line technical application support & Cloud Infrastructure Management for our Issuer Solutions Platforms within the Public Markets group of Enterprise Solutions. 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. Partnering 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 the 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 areas where services can be improved. Responsible for all aspects of the team's training, management, appraisals, and all aspects of recruitment. Implement and enhance robust observability frameworks to monitor system health and performance metrics, as well as log 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. Compensation/Benefits Information: (This section is only applicable to US candidates) S&P Global states that the anticipated base salary range for this position is $72,761 to $160,600. Final base salary for this role will be based on the individual’s geographic location, as well as experience level, skill set, training, licenses and certifications. In addition to base compensation, this role is eligible for an annual incentive plan. This role is not eligible for additional compensation such as an annual incentive bonus or sales commission plan. This role is eligible to receive additional S&P Global benefits. For more information on the benefits we provide to our employees, please click here. What We’re Looking For: Basic Required Qualifications: 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 KPI's. 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 both from Fictional and Non-Functional. 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. University Graduate of Computer Science or Engineering degree. Minimum of 8 years of direct experience in Site Reliability Engineering or DevOps/TechOps roles, experience implementing disaster recovery, high availability, and incident response in AWS or Azure or GCP. Proficiency with cloud computing environments (AWS / GCP/ Azure). Good understanding of Application Support processes Ideally familiar with monitoring tools such as Splunk, Cloudwatch, Dotcom 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 products. Right to Work Requirements: This role is limited to persons with indefinite right to work in the United States. Return to Work: Have you taken time out for caring responsibilities and are now looking to return to work? As part of our Return to Work initiative, Restart, we are encouraging enthusiastic and talented returners to apply, and will actively support your return to the workplace. 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, and make decisions with conviction. For more information, visit www.spglobal.com/marketintelligence. What’s In It For You? Our Purpose: Progress is not a self-starter. It requires a catalyst to be set in motion. Information, imagination, people, technology–the 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: We're more than 35,000 strong worldwide—so we're 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. We’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. We’re 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 world's 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 can take care of business. We care about our people. That’s why we provide everything you—and your career—need 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: It’s 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 awards—small perks can make a big difference. For more information on benefits by country visit: https://spgbenefits.com/benefit-summaries Diversity, Equity, and Inclusion at S&P Global: At S&P Global, we believe diversity fuels creative insights, equity unlocks opportunity, and inclusion drives growth and innovation – Powering Global Markets. Our commitment centers on our global workforce, ensuring that our people are empowered to bring their whole selves to work. It doesn’t stop there, we strive to better reflect and serve the communities in which we live and work, and advocate for greater opportunity for all. ----------------------------------------------------------- Equal Opportunity Employer S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment. If you need an accommodation during the application process due to a disability, please send an email to: EEO.Compliance@spglobal.com and your request will be forwarded to the appropriate person.  US Candidates Only: The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law. Pay Transparency Nondiscrimination Provision - https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf ----------------------------------------------------------- 103 - Middle Management (EEO Job Group) (inactive), 10 - Officials or Managers (EEO-2 Job Categories-United States of America), IFTECH103.1 - Middle Management Tier I (EEO Job Group) Job ID: 309450 Posted On: 2024-11-25 Location: Dallas, Texas, United States