About the Role:

Grade Level (for internal use):

09

The Role: Incident Manager, Global IT Operations

The Location: APAC Region

The Team:

Describe in 2-3 sentences what the team is responsible for, the team’s dynamic, what makes it different, what it values, etc.

Ratings Incident Management team is responsible for managing all Major incidents across the Ratings business division globally.  The team embraces follow the sun model for support cover.  Team is split in three regions covering APAC, EMEA and NA region. The successful candid will be based in the Orion, India office and be responsible for covering APAC region: 06:00AM -15:00PM IST.

Scope & Impact:

Scope includes supporting and driving value within the global Ratings ITSM Incident Management process.

What’s in it for You:

Global cross team collaboration within Ratings IT and multi-divisions including our corporate partners.  Be a part of a high performing and motivated team that continues to excel and demonstrates value.  Require an individual that is energetic, committed and committed.

Responsibilities:

• APAC - Major Incident Manager
• Regional escalation point of contact for Incident Management related activities across Ratings
• Lead P1 and P2 Major Incident management & communications, including but not limited to:  coordinating required resources, diagnosing incidents, triaging, documenting and working towards resolution.
• Technical understanding in the areas of cloud infrastructure, DevOps framework, storage and networking infrastructure; utilize background to assess, diagnose and resolve incidents raised in our environments.
• A though understanding of working with Service Now & reporting.
• Executive reporting including but not limited to: KPIs status, trends, pain points and successes.
• Collaborate across the organization to get an understanding of interdependencies between Changes, Incidents and Problems as they are introduced in the environment.
• Work across the various ITSM processes including Change and Problem to identify synergies and dependencies to add value.
• Participate in the development of Root/Cause Analysis documents that are created to support closure of incidents;  identify areas where gaps can be closed, reduce risk and continually improve upon reducing major events and incidents
• Identify opportunities for automation in the areas of Incident Management;  work with teams to drive implementation and improve efficiency
• Ability to understand and convey application and infrastructure incidents to both technical and non-technical audiences.
• Occasional weekend rotation coverage and after hours coverage to support Major Incidents and Priority One events impacting critical systems and functions
• Ability to work seamlessly and step into other areas ITSM, including Change and Problem Management

What We’re Looking For:

A strong candidate with excellent communication skills, is self-motivated and able to handle multiple situations concurrently. Someone who is not afraid to make decisions and lead teams during high profile incidents.

Basic Qualifications:

Education

• Bachelors’ degree in Computer Science, Information Systems or Engineering is required, or in lieu, a demonstrated equivalence in work experience.

Preferred Qualifications/Skills:

• 5 years of relevant industry experience within Incident Management & Major Incidents
• Experience with ITSM and ITIL framework
• Understanding of application and infrastructure technologies including Cloud, network, storage, application development and DevOps
• Excellent interpersonal and communications skills with the ability to identify creative solutions to challenging situations or problems.
• Demonstrates a strong understanding of technology and business including business processes.
• Accountable, detailed oriented, hard-working, organized and responsive
• Ability to operate in a complex, fast paced, matrix environment.
• Promotes a culture of continuous improvement and service excellence.
• Strong team player with the ability to easily collaborate.
• Experience with following Agile and Kanban framework
• Experience with industry leading ISTM COTs packages including ServiceNow and SDM12
• Strong working knowledge of ServiceNOW and Microsoft Office collaboration tools including SharePoint, PowerPoint, Excel and Visio

About S&P Global Ratings

S&P Global Ratings is the world’s leading provider of independent credit ratings. Our ratings are essential to driving growth, providing transparency and helping educate market participants so they can make decisions with confidence. We have more than 1 million credit ratings outstanding on government, corporate, financial sector and structured finance entities and securities. We offer an independent view of the market built on a unique combination of broad perspective and local insight. We provide our opinions and research about relative credit risk; market participants gain independent information to help support the growth of transparent, liquid debt markets worldwide.

S&P Global Ratings is a division of S&P Global (NYSE: SPGI), which provides essential intelligence for individuals, companies and governments to make decisions with confidence. For more information, visit www.spglobal.com/ratings.

About S&P Global Ratings
At S&P Global Ratings, our analyst-driven credit ratings, research, and sustainable finance opinions provide critical insights that are essential to translating complexity into clarity so market participants can uncover opportunities and make decisions with conviction. By bringing transparency to the market through high-quality independent opinions on creditworthiness, we enable growth across a wide variety of organizations, including businesses, governments, and institutions.

S&P Global Ratings is a division of S&P Global (NYSE: SPGI).  S&P Global is the world’s foremost provider of credit ratings, benchmarks, analytics and workflow solutions in the global capital, commodity and automotive markets. With every one of our offerings, we help many of the world’s leading organizations navigate the economic landscape so they can plan for tomorrow, today.

For more information, visit www.spglobal.com/ratings

What’s In It For You?

Our Purpose:

Progress is not a self-starter. It requires a catalyst to be set in motion. Information, imagination, people, technology–the right combination can unlock possibility and change the world.

Our world is in transition and getting more complex by the day. We push past expected observations and seek out new levels of understanding so that we can help companies, governments and individuals make an impact on tomorrow. At S&P Global we transform data into Essential Intelligence®, pinpointing risks and opening possibilities. We Accelerate Progress.

Our People:

We're more than 35,000 strong worldwide—so we're able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.

From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. We’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. We’re constantly seeking new solutions that have progress in mind. Join us and help create the critical insights that truly make a difference.

Our Values:
 

Integrity, Discovery, Partnership

At S&P Global, we focus on Powering Global Markets. Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals.

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

Diversity, Equity, and Inclusion at S&P Global:
At S&P Global, we believe diversity fuels creative insights, equity unlocks opportunity, and inclusion drives growth and innovation – Powering Global Markets. Our commitment centers on our global workforce, ensuring that our people are empowered to bring their whole selves to work. It doesn’t stop there, we strive to better reflect and serve the communities in which we live and work, and advocate for greater opportunity for all.
 

S&P Global has a Securities Disclosure and Trading Policy (“the Policy”) that seeks to mitigate conflicts of interest by monitoring and placing restrictions on personal securities holding and trading. The Policy is designed to promote compliance with global regulations. In some Divisions, pursuant to the Policy’s requirements, candidates at S&P Global may be asked to disclose securities holdings. Some roles may include a trading prohibition and remediation of positions when there is an effective or potential conflict of interest. Employment at S&P Global is contingent upon compliance with the Policy.  

20 - Professional (EEO-2 Job Categories-United States of America), OPRTON202.1 - Middle Professional Tier I (EEO Job Group)