Operations Work Lead Senior providing hands - on operational support within PNC's CCLO Centralized Booking. Accountable for workflows, leadership, and process improvement in a fast - paced environment.
About the role
- IT Specialist handling support requests and client-facing technical support for S&P Global's enterprise solutions. Collaborating on cloud infrastructure management for enhanced stability and reliability.
Responsibilities
- Handle all support requests, including incident, problem, and change management, as well as business continuity activities, ensuring seamless and high-quality delivery of services to end users.
- Provide second-line, client-facing technical support for issues escalated by first-line support teams.
- Leverage strong technical skills, business knowledge, and AWS troubleshooting expertise to diagnose and resolve issues efficiently.
- Partner with development teams for third-line escalations when required.
- Collaborate with product and delivery teams to ensure the Service Management team is fully prepared for new releases and actively engaged in the early design and architecture review of cloud-native enhancements.
- Drive initiatives and lead continuous improvement processes around proactive AWS infrastructure health monitoring, application performance tracking, and incident prevention strategies to enhance overall system stability and reliability.
- Utilize AWS-native tools (e.g., CloudWatch, CloudTrail, and Cost Explorer) and third-party monitoring solutions to strengthen observability, detect anomalies, and implement automated responses.
- Apply AI/ML-driven techniques to detect anomaly, predict alerting, and to enhance support operations.
Requirements
- University Graduate of Computer Science or Engineering degree.
- Minimum of 3 years of direct experience in Site Reliability Engineering or DevOps roles, high availability, and incident response in AWS or Azure or GCP.
- Proficiency with cloud computing environments (AWS / GCP/ Azure).
- Good understanding of Application Support processes.
- Ideally familiar with monitoring tools such as Splunk, CloudWatch, and Dotcom.
- Expertise in Oracle PLSQL/PostgreSQL: Proficiency in advanced SQL techniques, query optimization, and experience with complex database systems.
- Experience in leading post-mortem analyses and implementing preventative measures to avoid recurrence of incidents.
- Excellent problem-solving skills and the capacity to lead effectively under pressure during incident response and outage management.
- Ideally would have experience of working in the Finance Industry and/or experience of S&P Global products.
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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