ITSM Associate

About the Role:The Role: ITSM AssociateThe Team: ITSM team is a global team that provides coordination across the suite of Osttra products for ITSM processes. The team works closely with highly competent tech and business to ensure incidents, changes and problems are adhered to as per market standards. Our work helps ensure that Osttra is providing a high-quality service and maintaining client satisfaction.The Impact: Together, 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 marketsWhat’s in it for you: Osttra is seeking an ITSM Associate to join the Osttra Technology Operation(TOC) Team. The role encompasses managing incidents, changes and problems for Osttra products. Should be able to detect NOC Monitoring alerts and able to perform basic troubleshooting before escalating to support teams. This person will work with an experienced global team to contribute to the quality of our support.This role presents an excellent opportunity to be part of a TOC Team, collaborating with colleagues across multiple regions globally, with a strong focus on delivering value through self-service.Responsibilities:• Responsible for monitoring/troubleshooting NOC alerts and delivery of Incident Management and effective management of all High Severity Incidents.• Work as Incident Manager and coordinate tasks during the incident. Work with the Problem Manager and review the Change Management process to avoid the same incident from taking place.• Ensure effective recovery of service from the start of the incident to ensure a most effective path to recovery, ensure all appropriate teams are continuously marshalled and actions are decisively directed/ coordinated across recovery teams.• Performs incident trend analysis, creates problem tickets for recurring incidents, works with stakeholders to drive reduction in repeated incidents etc.• Drive PIR calls, Create and publish PIR reports and minimise the impact of incidents in the future or prevent them entirely when possible.What We’re Looking For:• University graduate or equivalent with a background of bachelor’s in computer science or mathematics equivalent• Candidate with 4+ years of experience in ITIL Incident, Change and Problem Management processes. This Role requires a combination of Incident, Change, Problem Management and NOC alert monitoring expertise• Flexible regarding hours including weekends and public holidays• Must have financial industry (Trade Processing, Securities Processing) knowledge• Good understanding of Service Desk Operations, Escalation Management Stakeholder Management experience including different (ServiceNow, JIRA and Salesforce) Ticketing tools knowledge• Good knowledge of CMDB and Asset Management Systems.• Should understand complex business processes and identify opportunities for improvement• Knowledge and experience, with RED HAT Linux and Windows servers are required• Basic knowledge of AWS cloud service, Jenkins Terraform Linux window and Apache proxy• Good Communication skills – Verbal and Written along with Excel reporting knowledge• Good Understanding of Application, infrastructure towers and internal services as well as external service quality• This Role is Work from the Office / Hybrid model (Based on the need)Compensation/Benefits Information: (This section is only applicable to US candidates). S&P Global states that the anticipated base range will be $85,000-$97,000. Final base salary for this role will be based on the individual’s geographic location, as well as experience level, skill set, training, licenses and certifications.Right to Work Requirements: This role is limited to persons with indefinite right to work in the United States.About OSTTRACandidates should note that OSTTRA is an independent firm, jointly owned by S&P Global and CME Group. As part of the joint venture, S&P Global provides recruitment services to OSTTRA - however, successful candidates will be interviewed and directly employed by OSTTRA, joining our global team of more than 1,200 post trade 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+ years: MarkitServ, Traiana, TriOptima and Reset. OSTTRA is a joint venture, owned 50/50 by S&P Global and CME Group.With an outstanding track record of developing and supporting critical market infrastructure, our combined network connects thousands of market participants to streamline end to end workflows - from trade capture at the point of execution, through portfolio optimization, to clearing and settlement.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 at www.osttra.com.What’s In It For You?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: https://spgbenefits.com/benefit-summaries-----------------------------------------------------------Equal Opportunity EmployerS&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: EEO.Compliance@spglobal.com and your request will be forwarded to the appropriate person. US Candidates Only: The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law.-----------------------------------------------------------20 - Professional (EEO-2 Job Categories-United States of America), BSMGMT203 - Entry Professional (EEO Job Group)Job ID: 306424Posted On: 2024-09-09Location: New York, New York, United States