Application Support Manager

The Role: To a lead teams of globally disbursed technical application support analysts who provide high quality operational and technical support for all Platts business specific applications and systems. Responsible for ensuring that standard processes are followed in regards to incident, service request, change and problem management and that agreed SLA’s for the service provision are meet. 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. The Career Opportunity: Part of the global application management team supporting users based in three timezones and across 26 offices. Exposure to Service Desk, application support, 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. The Team / The Business: Hyderabad, India Our Hiring Manager says: Well-developed verbal and written business English communication skills. • Previous experience leading a team of first line and second level support technicians • 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. • Degree level in an IT related field preferred Job Responsibilities: • Managing a team of approx. 10 technical application support analysts. • Ensuring global application support coverage 24 x 5 using both shift rota’s and onsite follow the sun local time zone resources. • Ensuring that SLA’s are met to agreed targets. • Incident Management - Resolving logged IT incidents in order to restore service as quickly as possible using technical knowledge. Escalation of tickets to other technical teams as required • Problem management – Identify incident trends creating problem tickets to ensure root cause is identified. • Management of major incidents via conference call, email and instant messaging. 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. • Approving technical knowledge base documents to be used within the team • Working with external vendors to resolve service related incidents and reviewing published root cause analysis reports. • Server maintenance, monitoring, health checks, restarts, and BAU operational work • Change and release management co-ordination Experience and proficiency with a variety of System tools including: Core (Required) • Good understanding of ITIL methodology (ITIL certifications preferred) with proven operational experience in previous roles. • Exposure to industry standard ITSM tools (ServiceNow strongly preferred) • Knowledge of troubleshooting & supporting applications running on either • Linux (preferred) • or Windows server OS, • 2 years minimum previous application development skills in either • .Net • Java Core / JMS (preferred) • Protocols, TCP/IP, HTTP(S), SSL, WWW, JMS, FTP, Telnet, DNS, DHCP, VNC,RDP, NAT, SMTP • Webservers either • Windows IIS • Linux apache, and Weblogic (preferred) • Knowledge of SQL Query language • Appreciation of infrastructure concepts related to distributed applications (Load balancers, Networking. Firewall, NAT, Virtual servers) • Deep understand of supporting browser based applications and debugging (JRE, Chrome, IE, Firefox, HTML, XML, Javascript) • Tools Putty, RDP, SSH, WinSCP, MySql Query Browser, Oracle SQL Developer • Microsoft Office / Office 365 especially Excel (Macros, Worksheets and add-ins) Non-core skills (Beneficial but not essential) • Any knowledge of Sonic, IBM WebSphere, Lotus Domino • Familiar with monitoring systems (Nagios/Naemon preferred) • Financial Instant messaging systems (Skype, Lync, Eikon, ICE Chat) • Experience supporting Virtual Servers (VMWare) and Cloud computing (AWS) • Any knowledge of scripting languages (JScript and JavaScript DOS, VBScript, Pearl, Python, Powershell or shell script) preferred • Microsoft Sharepoint • Any exposure to mobile apps support (IOS, Android) ----------------------------------------------------------- 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. ----------------------------------------------------------- 103 - Middle Management (EEO Job Group) (inactive), 10 - Officials or Managers (EEO-2 Job Categories-United States of America), IFTECH103.2 - Middle Management Tier II (EEO Job Group) Job ID: 278826 Posted On: 2022-12-05 Location: Hyderabad, Telangana, India