Our Service team is committed to delivering secure, scalable, resilient, and innovative DTS solutions. Comprising Service Delivery Management, ITSM, and AI/Ops, this team ensures operational excellence through agreed SLAs and OLAs, aiming to provide a seamless digital experience for our stakeholders.
Key Responsibilities
Incident Management
- Support Major Incident Management (MIM) by leading cross-functional teams to resolve issues swiftly.
- Craft accurate, clear updates on incidents to reflect business impacts.
- Analyze and report on key metrics to identify and address failure gaps.
- Evaluate ticket handling and MIM communications for quality assurance.
Change Management
- Conduct post-implementation reviews and enhance change management processes.
- Maintain and update change management documentation and provide stakeholder training.
- Monitor and report on change management metrics to drive improvements.
- Oversee the change management process, including participation in the Change Advisory Board.
Problem Management
- Develop and maintain a comprehensive problem management framework.
- Lead investigations into complex IT problems, identifying root causes and sustainable solutions.
- Monitor and report on problem management performance, driving continuous improvement.
- Provide training and guidance on problem management best practices.
Basic Required Qualifications
- Bachelor’s or Master’s degree in Information Technology, Computer Science, or a related field.
- ITIL V4 certification preferred.
- Minimum of 5 years of experience in IT Service Management.
- Deep understanding of IT service management principles, incident, problem, and change management processes.
- Proficiency with IT infrastructure components and IT service management tools (e.g., ServiceNow, PagerDuty).
- Excellent communication skills in English, both verbal and written.
What’s In It For You?
- Health & Wellness. Comprehensive health care coverage.
- Flexible Downtime. Generous time off to recharge.
- Continuous Learning. Access to resources for career growth and skill development.
- Invest in Your Future. Competitive pay, retirement planning, and financial wellness programs.
- Family-Friendly Perks. Benefits that support you and your family.
- Beyond the Basics. Additional perks like retail discounts and referral awards.
Diversity, Equity, and Inclusion
S&P Global is committed to creating a diverse and inclusive workforce. We encourage all qualified candidates to apply, and we support equal opportunity regardless of race, ethnicity, gender, sexual orientation, or any other protected status.
If you need accommodations during the application process, please email [email protected].