Platform ITSM Officer

 
About the Role: 
OSTTRA India The RolePlatform ITSM Officer
The TeamThe OSTTRA Technology team is composed of Capital Markets Technology professionals, who build, support and protect the applications that operate our network. The technology landscape includes high-performance, high-volume applications as well as compute intensive applications, leveraging contemporary microservices, cloud-based architectures The ImpactTogether, we build, support, protect and manage high-performance, resilient platforms that process more than 100 million messages a day. Our services are vital to automated trade processing around the globe, managing peak volumes and working with our customers and regulators to ensure the efficient settlement of trades and effective operation of global capital markets Whats in it for youWe are seeking a highly motivated and experienced Incident Manager to join our team. In this critical role, you will be responsible for leading the response to and resolution of major incidents that impact our business operations. You will act as a leader and coordinator, driving technical teams to swiftly diagnose and resolve issues while ensuring effective communication with stakeholders. Responsibilities

High Severity Incident ManagementHandling incidents with high business impact, requiring quick resolution and effective communication.

ITIL ExpertiseStrong knowledge and experience with ITIL (Information Technology Infrastructure Library) framework, particularly in incident, change, and problem management.

CMDB and Asset ManagementFamiliarity with Configuration Management Database (CMDB) and asset management systems to track and manage IT assets.

Process ImprovementIdentifying opportunities to improve existing IT processes and prevent future incidents.

Incident CoordinationCoordinating recovery efforts across various teams, ensuring effective communication and efficient resolution.

Trend AnalysisAnalyzing incident trends to identify recurring issues and work towards reducing them.

Post-Incident Review (PIR)Leading PIR calls, creating reports, and implementing preventive measures based on lessons learned.

Problem-SolvingApplying problem-solving techniques (Pareto, 5 Whys, Fish-Bone) to identify root causes and implement effective solutions.

Service Desk OperationsUnderstanding service desk processes and escalation procedures.

Stakeholder ManagementEffectively communicating with stakeholders and managing expectations.

Ticketing ToolsExperience with various ticketing tools (ServiceNow, JIRA, Salesforce).

Communication Skills:

Excellent verbal and written communication skills.

Technical UnderstandingGood understanding of application and infrastructure domains.

Financial Industry KnowledgeKnowledge of the financial industry, particularly securities processing, is a plus.

Core skills and knowledge required

ITIL ExpertiseDeep understanding and practical application of ITIL best practices, particularly in incident, problem, and change management. ITIL certifications are highly desirable.

Strong incident coordinationLeading recovery efforts across multiple teams.

Technical AcumenBroad technical knowledge across various IT domains (applications, infrastructure, networks, databases).

Process improvementAnalyzing incident trends and identifying opportunities to enhance processes and prevent future incidents.

Excellent communication and stakeholder managementExceptional verbal and written communication skills, with the ability to explain complex technical issues to diverse audiences.Keeping everyone informed and managing expectations effectively.

ToolsFamiliarity with incident management and ticketing tools (e.g., ServiceNow, Jira).

Bonus Points

Experience with cloud technologies (AWS, Azure, GCP).

ITIL v4 certification.

SIAM (Service Integration and Management) knowledge.

Requirements

EducationBachelor's degree in computer science or equivalent.

Experience6-8 years of experience in Major Incident Management.

FlexibilityWillingness to work flexible hours, including weekends and holidays.

Work ModelWork from Office/Hybrid model.

The LocationGurgaon, India StatementOSTTRA is a market leader in derivatives post-trade processing, bringing innovation, expertise, processes and networks together to solve the post-trade challenges of global financial markets. OSTTRA operates cross-asset post-trade processing networks, providing a proven suite of Credit Risk, Trade Workflow and Optimisation services. Together these solutions streamline post-trade workflows, enabling firms to connect to counterparties and utilities, manage credit risk, reduce operational risk and optimise processing to drive post-trade efficiencies. OSTTRA was formed in 2021 through the combination of four businesses that have been at the heart of post trade evolution and innovation for the last 20+ yearsMarkitServ, Traiana, TriOptima and Reset. These businesses have an exemplary track record of developing and supporting critical market infrastructure and bring together an established community of market participants comprising all trading relationships and paradigms, connected using powerful integration and transformation capabilities. About OSTTRACandidates should note that OSTTRAis an independentfirm, jointly owned by S&P Global and CME Group. As part of the joint venture, S&P Global providesrecruitmentservices to OSTTRA - however, successful candidates will be interviewed and directly employed by OSTTRA, joiningour global team of more than 1,200 posttrade experts.
OSTTRA was formed in 2021 through the combination of four businesses that have been at the heart of post trade evolution and innovation for the last 20+ yearsMarkitServ, Traiana, TriOptima and Reset. OSTTRA is a joint venture, owned 50/50 by S&P Global and CME Group.Joining the OSTTRA team is a unique opportunity to help build a bold new business with an outstanding heritage in financial technology, playing a central role in supporting global financial markets.Learn more atwww.osttra.com.Whats In It For
You
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.

Health & WellnessHealth care coverage designed for the mind and body.

Continuous LearningAccess a wealth of resources to grow your career and learn valuable new skills.

Invest in Your FutureSecure 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 PerksIts 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 BasicsFrom retail discounts to referral incentive awardssmall perks can make a big difference.

For more information on benefits by country visithttps://spgbenefits.com/benefit-summaries Recruitment Fraud Alert
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