About the Role:

OSTTRA, India
 

The Role: Associate, IT Service Operations
 

The Team: Our team is responsible for business management activities within the Technology group of OSTTRA including Technology Budget Management, Purchase request to Purchase order processes, the streamlining of business processes, and being enablers for the overall success of the Technology group. Our team values efficiency, innovation, and collaboration to drive operational excellence and pride ourselves on our ability to identify and implement process improvements while maintaining a strong focus on delivering high quality results to support the organizational success.
 

The Impact: The Business Management analyst plays a crucial role in contributing to the overall objectives of the team and Technology organization. By optimizing business processes, headcount activities and ensuring seamless purchase order and invoice management, this role directly impacts the organization’s operational efficiency, cost effectiveness and productivity.
 

What’s in it for you:
 

We are looking for an experienced (5 - 8+ years in a similar role) Senior IT ServiceDesk Engineer who can work independently, self-motivate and work in a global and multicultural team and goes the extra mile to ensure high quality in the work delivered. To enjoy working in this role we believe you have deep technical and process-oriented skills within your area of expertise, are very structured and thorough, are humble and take responsibility for the greater picture.
 

Responsibilities:

• The role Directly responsible and accountable for the delivery of excellent end-user IT support to colleagues across all OSTTRA locations (APAC, India, UK and US) while being an integral member of larger EUC global support.
• Act as the first point of contact for the business, logging, triaging, managing, and resolving incidents and service requests across all OSTTRA EUC technologies
• Provide first and second line support via telephone support, email, live support, in person walk ups and managing queues from Self Service Portal, chats, emails and other channels.
• Identify, troubleshoot, resolve all support issues relating to OSTTRA Group corporate laptop, productivity & collaboration suites, telephony, video conferencing and associated business applications.
• Providing effective handover and escalation when necessary
• Effectively deal with all workloads within agreed Service Level Agreement periods.
• Ensure that information security considerations and controls are in place and always adhere to the Information Security policies.
• Provide advanced remote and deskside technical support for desktop (laptop) and telephony environment. Knowledge of Microsoft Windows 10, AD, MS Endpoint Management, Microsoft Endpoint manager, SCCM, Autopilot, Cloud App security Microsoft 365, Google Workspace and storage solutions and audio/visuals desktops/laptops/printers)Knowledge should also include hardware support (including
• Responsible for working with third party service providers to ensure end to end support is maintained as required.
• Document, maintain, use and share appropriate product and services knowledge articles and learn about new products and services as required
• To keep up to date with developments within the organization that may have an impact on the user experience.
• To fulfil any additional / ad hoc duties as required to meet the needs of the business

What We’re Looking For:

• In depth experience & expertise on Google Workspace is a must
• In depth experience & expertise on Microsoft 365 is a must
• Understanding and experience of Microsoft Exchange/Active Directory/Microsoft 365, creating and managing emails accounts, creating and amending distribution groups, creating, amending and troubleshooting issues with user accounts and permissions, including Group policies.
• Ability to work from ITSM tools such as Jira and self-prioritize workstack. Act on initiative with minimal management, and on multiple tasks concurrently
• In depth knowledge of Windows 10/11
• Knowledge of standard range of desktop applications and hardware • Follow-me print solutions • Understanding of mobile devices – iOS and Android and mobile device management (Microsoft Endpoint manager and Google MDM)
• Knowledge and experience of using anti-virus systems
• Knowledge of networking configuration LAN/WAN and wireless connections, with a technical ability and understanding of FTP, SSL etc hardware and operating systems (e.g. Windows, Linux, Apple) , storage solutions Desktop/Laptop/Telephony• Working knowledge and understanding of
• Experience with basic networking protocols and network services including DNS, DHP and TCP/IP
• Basic understanding of IT Security, network protocols, firewall and VPN configurations, as well as remote access, content filtering, spam filtering, malware and virus protection
• Knowledge of audio and video conferencing technologies
• Knowledge and understanding of End User Collaboration systems – email, chat, voice video, conferencing etc
• Previous experience within a Technical Service Desk/Desktop role in a Customer Service environment
• Professional qualifications: ITIL v4 Foundation, Service Desk Institute SDA or equivalent ITSM qualification
• Experience in JIRA and confluence administration.
• Should have a working knowledge of ServiceNOW ITSM tool
• Cloud based system knowledge (basic understanding is a must) - e.g. MS Azure, Zoom, JIRA, confluence, ServiceNow [basic administration, access management, troubleshooting)
• Experience & expertise in working with JAMF.
• As this is a global role, some international travel may be necessary.

About OSTTRA

Candidates 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

20 - Professional (EEO-2 Job Categories-United States of America), BSMGMT203 - Entry Professional (EEO Job Group)