Lead, IT Service Operations

About the Role: Grade Level (for internal use): 11 The Role: Senior Service Management Engineer We're seeking a talented and highly motivated Engineer to help us in Service Management (2nd line Application Support). Solve interesting technical challenges in the areas of distributed high-performance computing for a high-available cloud environment. Candidate is willing to explore new tools & technologies to meet the product demands. This person will report directly to the regional support manager responsible for Service Management on these systems and will work closely with the global team contributing to the quality of our support. The Team: As a global leader in transaction reporting, the Cappitech team have been providing Regulatory Technology solutions for over two decades. Our cloud-based, cross regulation SaaS platform allows banks, brokers, hedge funds, asset managers, insurance companies and corporates to comply with global regulatory requirements. Our technology team is expanding, and you will play an important role in making sure we can still move fast while doing things the right way. You will be working with product, dev, and QA teams to insure we accomplish our goals for building new functionalities for our products while ensuring teams follow agile practices and are well motivated and empowered. S&P Global values focus on inclusiveness, collaboration and integrity and our management team strive to provide a work environment that encourages our colleagues to achieve their full potential. The Impact : This role is critical to ensure the wagon keeps running. The team ensures the smooth working of the infrastructure and helps in resolving client issues in a timely manner. Customer satisfaction matters a lot and the person in this role will ensure that happens. What’s in it for you: You will be working with a brilliant set of people who bring the best in you. You will be working closely with the development team on latest technologies and get exposure to cloud technologies. Responsibilities: Apply strong technical skills and good business knowledge together with investigative techniques to identify and resolve issues efficiently and in a timely manner. Work collaboratively with development/product/Infra teams as required for third line escalation. Implement and monitor system checks for early detection of potential problems and raise the appropriate service outage ticket to initiate the incident management process when needed. Drive and engage in Business Continuity and Disaster Recovery processes for all products. 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. Support SoX type2 audit and DORA (Digital Operational Resilience Act) compliance requirements. What We’re Looking For: 9+ years of experience in Service Management (Application Support) role Experience working with DBs, SQL knowledge, including database query plan analysis and monitoring. Knowledge of operating systems especially Windows and Linux is a must. Good shell scripting experience. Ability to use python scripting is an advantage. Familiar with monitoring applications, reading logs, experience with logging tools such as Splunk, Datadog. Must have fundamental knowledge of networking basics and topology. Should be able to understand the basic concepts around Load Balancers. Knowledge of AWS/CI-CD and some of its technologies such as Git, Micro services, Indexing, EC2, etc is an advantage. Must be knowledgeable in SDLC and experience in raising development bugs – including priority assessment, high quality analysis, and detailed investigation. Understanding of agile methodology, a plus. Ability to communicate ideas in both technical and user-friendly languages. Knowledge ITIL standards and processes w.r.t Incident, Change and Problem management. Experience in managing Small/Medium scale team. About S&P Global S&P Global delivers essential intelligence that powers decision making. We provide the world’s leading organizations with the right data, connected technologies and expertise they need to move ahead. As part of our team, you’ll help solve complex challenges that equip businesses, governments, and individuals with the knowledge to adapt to a changing economic landscape. S&P Global Market Intelligence partners with customers to broaden their perspective and operate with confidence by bringing them leading data sources and technologies that embed insight in their daily work. We pride ourselves on our agility and diversity, and we welcome requests to work flexibly. For most roles, flexible hours and/or an element of remote working are usually possible. Please talk to us at interview about the type of arrangement that is best for you. We will always try to be adaptable wherever we can. 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 . What’s In It For You? Our Mission: Advancing Essential Intelligence. 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. Join us and help create the critical insights that truly make a difference. Our Values: Integrity, Discovery, Partnership 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. Recruitment Fraud Alert: If you receive an email from a domain or any other regionally based domains, it is a scam and should be reported to . S&P Global never requires any candidate to pay money for job applications, interviews, offer letters, “pre-employment training” or for equipment/delivery of equipment. Stay informed and protect yourself from recruitment fraud by reviewing our guidelines, fraudulent domains, and how to report suspicious activity here . ----------------------------------------------------------- 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: and your request will be forwarded to the appropriate person. US Candidates Only: Know Your Rights: Workplace discrimination is illegal ----------------------------------------------------------- 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)