Transformation Operations Manager at Grant Thornton helping organizations implement supply chain strategies. Lead major transformation initiatives with expert consulting guidance and client collaboration.
About the role
- Service Management professional providing technical application support and Cloud Infrastructure Management for S&P Global's Markets group. Leading service excellence culture and major incident management.
Responsibilities
- Provide end-to-end ownership of Incident, Problem, Change, and Business Continuity processes, ensuring predictable, high-quality service delivery to internal and external customers.
- Operate as the primary escalation authority for complex, high-impact production issues, coordinating across engineering, cloud, security, and vendor teams.
- Partner closely with Product, Architecture, and Delivery teams to ensure operational readiness for releases, embedding reliability, supportability, and resilience early in the design lifecycle.
- Drive continuous improvement initiatives across monitoring, alerting, reporting, automation, and operational maturity.
- Embed AI/ML-driven operations (AIOps) to enhance anomaly detection, predictive alerting, intelligent noise reduction, and proactive incident prevention.
- Influence and support technology governance, risk management, compliance, and audit activities related to service reliability.
- Ensure 24x7 proactive monitoring and management of business-critical platforms, restoring service rapidly and minimizing customer impact.
- Define and enforce incident severity models, ensuring accurate impact assessment, prioritization, and stakeholder communication.
- Maintain end-to-end ownership of incidents, including those requiring third-line engineering or formal change execution.
- Provide clear, consistent, and executive-level communication during incidents, outages, and service degradation.
- Oversee application support spanning infrastructure, data remediation, user queries, education, and deep-dive incident investigations.
- Drive observability across events, alerts, batch jobs, capacity planning, and performance KPIs, translating insights into actionable change.
- Collaborate with functional and technical teams to ensure future deliverables (functional and non-functional) are operationally viable.
- Champion knowledge management, ensuring high-quality runbooks, SOPs, and operational documentation in Confluence.
- Deliver against SLA, OLA, and SLO commitments, with transparent reporting and corrective actions.
- Leverage AIOps and reliability analytics to identify trends, systemic risks, and optimization opportunities at scale.
Requirements
- Bachelor’s or Master’s degree in Computer Science, Engineering, or related discipline.
- Ideally 10-12+ years of progressive experience in SRE, DevOps, Platform Engineering, or Technology Operations, including leadership responsibility.
- Proven experience designing and operating high-availability, disaster-recovery, and incident response capabilities across AWS, Azure, or GCP.
- Strong understanding of ITIL-aligned Service Management processes and enterprise operational governance.
- Deep expertise with observability platforms such as Splunk, CloudWatch, Prometheus, Grafana, Datadog, or equivalent.
- Strong database expertise (Oracle / PostgreSQL), including advanced SQL tuning, performance optimization, and operational troubleshooting.
- Demonstrated experience leading post-incident reviews and driving preventative engineering outcomes.
- Excellent decision-making and leadership capabilities under high-pressure, executive-visible incidents.
- Strong knowledge of Linux and Windows operating systems, automation, and scripting (Python preferred).
- Solid understanding of SDLC, Agile methodologies, defect triage, and engineering collaboration models.
- Prior experience in Financial Services and/or S&P Global technology platforms is highly desirable.
- Right to Work Requirements: This role is limited to persons with the indefinite right to work in the United States.
Benefits
- 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.
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