Associate, IT Service Operations

**About the Role**:
**Grade Level (for internal use)**: 10
**Years of Experience**: 6 - 8 years
Position summary
The Managed Services team is responsible for all the infrastructure and automation required to support continuous integration and continuous delivery both for client cloud (UAT and Production) environments and internal environments. This person would work as part of a global team to help manage these environments and ensure that Managed Services requests are actioned within well defined SLAs.
What You'll Do
- Play an integral role in the Managed Services offering providing support and expertise to ensure maximum up-time of environments.
- Ensure that client SLAs are strictly adhered to and their primary focus will be on continuous performant operations.
- Be required to liaise with the other teams in Managed Services to ensure the overall team works together as one. As well as various other groups (e.g. Support, Architecture, IT) to ensure issues are resolved, new tools/trends are analysed, etc.
- Be familiar with operating in a challenging environment supported from different locations and should also have a strong appreciation of Development processes, tool sets and delivery infrastructure, and be comfortable working with multiple differing systems and tools.
- Be required to work within a team structure.
- Demonstrate a willingness to learn new technologies, processes, tool sets and be comfortable working with multiple differing systems.

**Duties & Accountabilities**:

- Manage client cloud environments (UAT and production)
- Occasional outside support hours will be required as part of an on call rota to provide 24/7 cover
- Action Managed Services requests within defined SLAs,
- Optimize processes around Service Requests, resource reclamation, and monitoring.
- Implement automated solutions for repetitive and manual tasks.
- Collaboration with Managed Services stakeholders to refine and continuously improve deliverables and services according to their requirements.
- Collaboration with IT / Technical Architecture in R&D to assess tooling and trends.
- Manage internal environments

What You Need to Get the Job Done
- Bachelor’s degree in Computer Science or related discipline
- Good knowledge of UNIX/Linux systems and technologies - including shell scripting, OS configuration and troubleshooting
- Understanding of messaging oriented middleware especially JMS (e.g. IBM MQ, Active MQ)
- Hands on experience of working in the cloud (AWS preferred)
- Experience of supporting a high uptime/high availability (24x7) system
- Prior experience of Incident Management/Ticketing Systems (e.g. Jira, ServiceNow) and workflows
- Good knowledge of cloud computing concepts
- Ability to work within a team containing geographically disparate people

**Advantageous Skills**:

- Understanding of Continuous Integration and Continuous Delivery, concepts and tooling
- Experience of Springboot would be an advantage
- Familiarity with scripting languages (e.g. Python, Groovy, Perl)
- Familiarity with build automation and dependency management
- Familiarity with source control systems (e.g. SVN, GIT) - branching, hook scripting, access control, backup & recovery
- SQL and JAVA skills would be an advantage
- Good working knowledge of software development lifecycle

**Personal Attributes**:

- Strong analytical/troubleshooting skills
- Excellent written and verbal English
- Proven ability to collaborate in a team environment
- Meticulous attention to detail
- Strong inter-personal skills with practical, can-do approach
- Proactive work ethic
- Desire and ability for quick learning of new tools and technologies
- Proven documentation skills

About S&P Global Market Intelligence

At S&P Global Market Intelligence, a division of S&P Global we understand the importance of accurate, deep and insightful information. Our team of experts delivers unrivaled insights and leading data and technology solutions, partnering with customers to expand their perspective, operate with confidence, and make decisions with conviction.

What’s In It For You?

**Our Purpose**:
Progress is not a self-starter. It requires a catalyst to be set in motion. Information, imagination, people, technology-the right combination can unlock possibility and change the world.

Our world is in transition and getting more complex by the day. We push past expected observations and seek out new levels of understanding so that we can help companies, governments and individuals make an impact on tomorrow. At S&P Global we transform data into Essential Intelligence®, pinpointing risks and opening possibilities. We Accelerate Progress.

**Our People**:
We're more than 35,000 strong worldwide—so we're able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.

**Our Values**:
Integrity, Discovery, Partnership

At S&P Global, we fo