Tier 1 Support Specialist

The Tier 1 support team receives incoming production incidents from clients and works directly with the client to understand and assess impact. The Tier 1 support team facilitates initial escalation and investigation to technical teams and coordinates with 3rd party vendors where appropriate. The position is customer and technical focused and requires an intimate understanding of S&P Global products and offerings. Duties & accountabilities Front line support for all S&P Global On Demand internal and external clients Receive incoming client emails and calls and understand reported incident Incident assessment, problem recreation, severity assignment and escalation to internal or third parties Facilitate communication between internal and third parties during incidents Coordinate data center site moves Participate in shift rotation16x7x365 (first/second shift) Initiate high severity incident procedure, including proactive client communication on Sev 1 and 2 incidents Responsible for contacting on call staff and ensuring technical resources are engaged in resolution Transition issues to Client Incident Managers after initial assessment and client response Monitor application and feed processing tools and respond and escalate failures Trend analysis to identify patterns or repeat incidents on high volume of incidents ----------------------------------------------------------- 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. ----------------------------------------------------------- 20 - Professional (EEO-2 Job Categories-United States of America), SLSGRP203 - Entry Professional (EEO Job Group) Job ID: 281465 Posted On: 2023-02-14 Location: Noida, Uttar Pradesh, India