Sr. Service Operations Specialist

The Role: Senior Service Management Engineer 

We're seeking a talented and highly motivated Engineer to help us in Service Management (2nd line Application Support). Solve interesting technical challenges in the areas of distributed high-performance computing for a high-available cloud environment. Candidate is willing to explore new tools & technologies to meet the product demands. This person will report directly to the regional support manager responsible for Service Management on these systems and will work closely with the global team contributing to the quality of our support. 
 

The Team: As a global leader in transaction reporting, the Cappitech team have been providing Regulatory Technology solutions for over two decades. Our cloud-based, cross regulation SaaS platform allows banks, brokers, hedge funds, asset managers, insurance companies and corporates to comply with global regulatory requirements. 

Our technology team is expanding, and you will play an important role in making sure we can still move fast while doing things the right way. You will be working with product, dev, and QA teams to insure we accomplish our goals for building new functionalities for our products while ensuring teams follow agile practices and are well motivated and empowered.  S&P Global values focus on inclusiveness, collaboration and integrity and our management team strive to provide a work environment that encourages our colleagues to achieve their full potential. 
 
 
The Impact: This role is critical to ensure the wagon keeps running. The team ensures the smooth working of the infrastructure and helps in resolving client issues in a timely manner. Customer satisfaction matters a lot and the person in this role will ensure that happens. 
 
What’s in it for you:  You will be working with a brilliant set of people who bring the best in you. You will be working closely with the development team on latest technologies and get exposure to cloud technologies. 
 
Responsibilities:  

• Apply strong technical skills and good business knowledge together with investigative techniques to identify and resolve issues efficiently and in a timely manner.  

• Effectively communicate with Japanese clients to help understand and resolve technical issues with swift turnaround time. 

• Work collaboratively with development team 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 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. 
   

What We’re Looking For:  

• 6+ years of experience in Service Management (Application Support) role   

• Strong communication skill both written and verbal in Japanese and English.  

• 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. 
   

About S&P Global 
 
S&P Global delivers essential intelligence that powers decision making. We provide the world’s leading organizations with the right data, connected technologies and expertise they need to move ahead. As part of our team, you’ll help solve complex challenges that equip businesses, governments, and individuals with the knowledge to adapt to a changing economic landscape. 
 

S&P Global Market Intelligence partners with customers to broaden their perspective and operate with confidence by bringing them leading data sources and technologies that embed insight in their daily work. 
 
 
We pride ourselves on our agility and diversity, and we welcome requests to work flexibly. For most roles, flexible hours and/or an element of remote working are usually possible. Please talk to us at interview about the type of arrangement that is best for you. We will always try to be adaptable wherever we can.