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Platform ITSM Officer

Platform ITSM Officer

S&P Global Market Intelligence

6 - 8 years

5 - 10 Lacs

gurugram

Posted:4 days ago| Platform:

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Skills Required

major incident management cmdb salesforce servicenow itil project management microsoft azure operational risk process improvement problem management change management itil certified trade itsm stakeholder management incident management jira

Work Mode

Work from Office

Job Type

Full Time

Job Description

The Role
Platform 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.

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Platform ITSM Officer