About the role

Senior Service Management Engineer responsible for application support and resolving client issues in a high-performance cloud environment. Collaborating with global teams to ensure service quality and client satisfaction.

Responsibilities

Apply strong technical skills and good business knowledge together with investigative techniques to identify and resolve issues efficiently and in a timely manner.
Work collaboratively with development/product/Infra teams as required for third line escalation.
Implement and monitor system checks for early detection of potential problems and raise the appropriate service outage ticket to initiate the incident management process when needed.
Drive and engage in Business Continuity and Disaster Recovery processes for all products.
Coordinate with product and delivery teams to ensure the Service Management team is ready for new releases and engaged in early design of new enhancements.
Work on initiatives and continuous improvement process around proactive application health monitoring, reporting, and technical support.
Support SoX type2 audit and DORA (Digital Operational Resilience Act) compliance requirements.

9+ years of experience in Service Management (Application Support) role
Experience working with DBs, SQL knowledge, including database query plan analysis and monitoring.
Knowledge of operating systems especially Windows and Linux is a must.
Good shell scripting experience.
Ability to use python scripting is an advantage.
Familiar with monitoring applications, reading logs, experience with logging tools such as Splunk, Datadog.
Must have fundamental knowledge of networking basics and topology.
Should be able to understand the basic concepts around Load Balancers.
Knowledge of AWS/CI-CD and some of its technologies such as Git, Micro services, Elasticsearch, EC2, etc is an advantage.
Must be knowledgeable in SDLC and experience in raising development bugs – including priority assessment, high quality analysis, and detailed investigation.
Understanding of agile methodology, a plus.
Ability to communicate ideas in both technical and user-friendly languages.
Knowledge ITIL standards and processes w.r.t Incident, Change and Problem management.
Experience in managing Small/Medium scale team.

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.