Manager, Application Support

Job content

Segment : S&P Global Platts

The Role: The Manager Application Support is responsible for providing high quality operational and technical support for all Platts business specific applications and systems. Responsible for ensuring that standard processes are followed regarding incident, service request, change and problem management and that agreed SLA’s for the service provision are meet.

Grade : 10A

The Location: Hyderabad/Gurgaon, India

We operate 24x7 which can involve working during APAC|EMEA|AMER Hours & requires weekend support. (Rotational shifts 5 day a week). Work hours can change depending on Business requirements.

The Impact: Managing a diverse team of technical analysts you will ensure that the technical application support delivered to the Platts business partners meets the required service levels. In the role you will focus on developing our support personnel and processes to ensure application support can meet the needs of the growing Platts business.

What’s in it for you: Part of the global application management team supporting users based in three time zones and across 26 offices. Exposure to Application /Product support, Technical operations, monitoring and projects in a role where you will interact directly with the business and learn the products and systems required to support the Platts business operations.

Our Hiring Manager says:
You will have strong technical understanding across applications, distributed systems, cloud infra paired with excellent soft skills and people management skills

This role requires well-developed verbal and written business English communication skills. Showing an ability to write technical support & process documentation.

Excellent analytical and presentation skills.

Experience creating service reports (Incident, Project, SLA etc), knowledge & process documentation

Previous experience supervising a team of Application / Product support Analysts required.

Major incident management experience (Crisis and P1 management)

Candidate must be self-sufficient, driven, energetic with passion for technology, provide excellent customer support service, and have patience to work with users with different levels of technical knowledge

Able to operate under pressure and in time sensitive support environments. You will need confidence to analysis technical, logistical and process, Challenge and ask questions during meetings, crisis calls and shift handover and identify solutions independently.

Real-world experience of the ITIL operational process (Incident, Problem, Event, Access Management & Request fulfilment) & knows what best practice looks like.

Primary Job Responsibilities:
Technical Excellence : In-depth Technical understanding of all Applications, Monitoring Tools, and all available technical resources. Executing Effective Weekend Support Incident Identification, Effective Shift handovers, & Major Incident Mgmt. Process Hygiene. Ensuring the SLA’s are met to agreed targets.

Application Support Operations: Ensure application operations excellence and guaranteed response times by actively monitoring application health checks, end user emails/tickets and ensuring all Incidents/service requests are resolved in a timely and comprehensive manner. Actively Participate in all Service Transitions, Coordinate with the teams (Dev & Technical Operations) schedule and execute the Transition. Server maintenance, monitoring, health checks, restarts, and BAU operational work

Major Incident Management: Management of major incidents via Bridge call, email, and instant messaging, Engaging & Driving the Incidents to restore the service Immediately. Reviewing and approving major incident notifications to business partners. Dealing with escalations in a timely manner to ensure issue is resolved to business partner’s expectations.

Process Hygiene: Encourage and coach staff to use runbooks, how to articles & Troubleshooting articles., Regular sync with the team and coach them in Incident Hygiene.

Incident Audits: Review support tickets weekly/biweekly and to look for any trends that might indicate coaching & Transition to team. Continually assess team skills and knowledge, document the troubleshooting scenarios, Utilizing the available resources and support tools and actively work with the training to address gaps. Involving in Weekly/Biweekly reporting to assess the priorities and work to Improve the process and deliver results.

Knowledge Management and competency development: Create & share the SOPs, Best Practice documents, check list, troubleshooting documentation to help achieve and improve the team technically.

24*7 Operations Coverage: Ensuring global application support coverage, Owing the Shift Schedules and ensuring seamless 24*&7 support schedules. Actively manage the support schedules and work assignments.

Experience and proficiency with a variety of System tools including:

Knowledge of troubleshooting & supporting applications running on either

Linux (preferred)

or Windows server OS

Experience in IT Service Management frameworks (ITIL or similar)

Exposure to industry standard ITSM tools (ServiceNow strongly preferred)

Experience working with various Application Monitoring systems and tools (Autosys / AppDynamics /Nagios/Naemon preferred)

Experience supporting Virtual Servers (VMWare) and Cloud computing (AWS)

Appreciation of infrastructure concepts related to distributed applications (Load balancers, Networking. Firewall, NAT, Virtual servers)

Exposure working with tools like Putty, RDP, SSH, WinSCP, MySQL Query Browser, Oracle SQL Developer.

Familiar with reporting and analyzing tools (Tableau preferred)Experience working collaborative platforms like Microsoft SharePoint, Box, OneDrive, MS Teams.

Good understanding of Agile Framework.

Microsoft Office / Office 365 especially Excel (Macros, Worksheets, and add-ins)

About S&P Global Platts

At S&P Global Platts, we provide the insights; you make better informed trading and business decisions with confidence. We’re the leading independent provider of information and benchmark prices for the commodities and energy markets. Customers in over 150 countries look to our expertise in news, pricing and analytics to deliver greater transparency and efficiency to markets. S&P Global Platts coverage includes oil and gas, power, petrochemicals, metals, agriculture and shipping.

S&P Global Platts is a division of S&P Global (NYSE: SPGI), which provides essential intelligence for individuals, companies and governments to make decisions with confidence. For more information, visit www.platts.com .

S&P Global has a Securities Disclosure and Trading Policy (“the Policy”) that seeks to mitigate conflicts of interest by monitoring and placing restrictions on personal securities holding and trading. The Policy is designed to promote compliance with global regulations. In some Divisions, pursuant to the Policy’s requirements, candidates at S&P Global may be asked to disclose securities holdings. Some roles may include a trading prohibition and remediation of positions when there is an effective or potential conflict of interest. Employment at S&P Global is contingent upon compliance with the Policy.

Equal Opportunity Employer:
S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment.

If you need an accommodation during the application process due to a disability, please send an email to: EEO.Compliance@spglobal.com and your request will be forwarded to the appropriate person.

103 - Middle Management (EEO Job Group) (inactive), 10 - Officials or Managers (EEO-2 Job Categories-United States of America), IFTECH103.1 - Middle Management Tier I (EEO Job Group)

Job ID: 263616
Posted On: 2021-08-06
Location: Hyderabad, Telangana, India