Job Description

:About the Role:Grade Level (for internal use): 11Key Management ResponsibilitiesPartner 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.Managing onsite resources across multiple shifts and contributing towards Global Application Support Rota and incident management process.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 team's training, management, appraisals and all aspects of recruitment.Duties & accountabilitiesThe 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 enhancementsWork on initiatives and continuous improvement process around proactive application health monitoring, reporting, and technical support.Key Areas of The Teams Responsibilities AreProactive 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.Education and Hand on experience requiredUniversity Graduate of Computer Science or Engineering degree.A minimum of 10 years work experienceGood understanding of Application Support processesMust 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 advantageMust have working proficiency in SQL and RDBMS - including stored procedures & complex joins. Ability to program in SQL is a plusMust understand operating systems most especially Windows and Linux. Good scripting experience (preferably including python) an advantageIdeally familiar with monitoring tools such as Splunk, Cloudwatch, Dotcom and Monolith.Ideally would have experience of working in the Finance Industry and/or experience of S&P Global products.Ideally with working knowledge of Cloud computing and Microservices technology stack suck as AWS, Docker, Elasticsearch etc.About S&P Global Market IntelligenceAt 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 .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 Intelligencexc2xae, 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, PartnershipAt 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:Global Hiring and Opportunity at S&P Global:At S&P Global, we are committed to fostering a connected and engaged 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.Equal Opportunity EmployerS&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: and your request will be forwarded to the appropriate person.US Candidates Only: The EEO is the Law Poster describes discrimination protections under federal law. Pay Transparency Nondiscrimination Provision -103 - Middle Management (EEO Job Group) (inactive), 10 - Officials or Managers (EEO-2 Job Categories-United States of America), IFTECH103.2 - Middle Management Tier II (EEO Job Group)Job ID: 314036
Posted On: 2025-05-27
Location: Gurgaon, Haryana, India