Manager, IT Service Operations

Job Description

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 team's 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 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. 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, 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 product.