Senior Software Engineer, Application Operations

The Role: Sr. Engineer, Application Operations The Location: Orion, Hyderabad The Team: This is an individual contributor role for Site Reliability Engineering team. This team supports all the Ratings business applications which are critical for analysts who drive the business through their actions. The Impact/Scope: The scope of this position includes being a Problem Management Subject Matter Expert who can correlate incident and change data with the problem management process to address reoccurring issues. This role requires being able to lead teams through root cause investigations and to ensure that solid preventative measures are captured and implemented. Additionally, there will be opportunity to recommend enhancements to the process as well as identify areas where automation or integration with other tools using AI and Machine Learning can be implemented. As this individual matures into the position, augmented support in the areas of Change Management and Incident Management will also be required. What is in it for you? This highly motivated, self-starter will be an expert providing guidance on the problem management process and its integration with other key processes including Incident Management, Change Management. This individual will also be required to effectively communicate with all levels of management and influence decisions/outcomes. Responsibilities will include assisting in major incident bridge calls, driving retrospectives for root cause analysis and delivering key metrics to various forums and audiences. The Analyst will work with a wide and dynamic range of global colleagues to ensure that the process is followed and that we are on target for delivering value and removing risk from the environment. Qualified candidates will be able to demonstrate a high level of independence, self-management and superior verbal and written communication. Responsibilities: Partner with Technology cross functional and divisional team members to ensure standards and processes are followed. Produce regular and accurate management reporting for multiple forums and audiences Lead Major Incident Retrospectives and drive teams to root cause as well as recommend long term preventative actions aimed at reducing reoccurrence rates. Attend problem management review sessions with infrastructure teams and other partners within the enterprise Partner with vendors on RCA reports and provide feedback and recommendations for preventative measures Monitor core KPIs for process area Conduct training sessions for various teams within the organization Provide secondary support in the areas of Major Incident Management Basic Qualifications: Minimum of a Bachelor's degree in Information Technology, Computer Science, Engineering Preferred Minimum of 3-5 years of experience in IT Incident and Problem Management(minimum 2 years). Proven track record in creating RCA Reports and recommending preventative measures to reduce reoccurrence. Backfill and support other process areas such as Incident Management Knowledge Management or Change Management. ITIL Certification preferred Strong capability to analyze data for pattern recognition Strong understanding of Change Management, Knowledge Management, Release Management and CMDB Capability to pull together reports and dashboards as needed Familiarity with Agile Methodology, and other execution delivery practices; Azure Dev Ops a plus Familiarity with DevOps Terminology and practices Experience with engaging cross-functional teams to driving them towards root cause analysis Preferred Qualifications: Hands on experience driving incident troubleshooting session and major incidents. Experience with reviewing datasets and pulling them into meaningful reports; trending analysis. General understanding of IT landscape including application, database, OS and network technologies, hardware, tools, etc Excellent verbal and written communication skills, including ability to host and drive sessions. Experience with establishing and capturing measurements and metrics. Intermediate to Advanced Microsoft Office Skills, including Power Point, Excel, Outlook, Word. ITIL Certification Hands on experience on Service Now- Change, Knowledge, Request, Problem, Incident and CMDB Modules; reporting and dashboards Familiarity with AI a plus, but not required. About S&P Global Ratings S&P Global Ratings is the world’s leading provider of independent credit ratings. Our ratings are essential to driving growth, providing transparency and helping educate market participants so they can make decisions with confidence. We have more than 1 million credit ratings outstanding on government, corporate, financial sector and structured finance entities and securities. We offer an independent view of the market built on a unique combination of broad perspective and local insight. We provide our opinions and research about relative credit risk; market participants gain independent information to help support the growth of transparent, liquid debt markets worldwide. S&P Global Ratings 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.spglobal.com/ratings. 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: [email protected] and your request will be forwarded to the appropriate person ----------------------------------------------------------- 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: [email protected] and your request will be forwarded to the appropriate person.  US Candidates Only: The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law. ----------------------------------------------------------- 203 - Entry Professional (EEO Job Group) (inactive), 20 - Professional (EEO-2 Job Categories-United States of America), IFTECH202.1 - Middle Professional Tier I (EEO Job Group) Job ID: 274420 Posted On: 2022-07-22 Location: Hyderabad, Telangana, India