Platform Itsm Officer

**Platform ITSM Officer**:

- Gurgaon, India
- Business Management
- 317817

**Job Description**:
**About The Role**:
OSTTRA India

The Role**:Platform ITSM Officer**

The Impact: Together, we build, support, protect and manage high-performance, resilient platforms that process more than 100 million messages a day. Our services are vital to automated trade processing around the globe, managing peak volumes and working with our customers and regulators to ensure the efficient settlement of trades and effective operation of global capital markets

What’s in it for you: We are seeking a highly motivated and experienced Incident Manager to join our team. In this critical role, you will be responsible for leading the response to and resolution of major incidents that impact our business operations. You will act as a leader and coordinator, driving technical teams to swiftly diagnose and resolve issues while ensuring effective communication with stakeholders.

**Responsibilities**:

- High Severity Incident Management: Handling incidents with high business impact, requiring quick resolution and effective communication.
- ITIL Expertise: Strong knowledge and experience with ITIL (Information Technology Infrastructure Library) framework, particularly in incident, change, and problem management.
- CMDB and Asset Management: Familiarity with Configuration Management Database (CMDB) and asset management systems to track and manage IT assets.
- Process Improvement: Identifying opportunities to improve existing IT processes and prevent future incidents.
- Incident Coordination: Coordinating recovery efforts across various teams, ensuring effective communication and efficient resolution.
- Trend Analysis: Analyzing incident trends to identify recurring issues and work towards reducing them.
- Post-Incident Review (PIR): Leading PIR calls, creating reports, and implementing preventive measures based on lessons learned.
- Service Desk Operations: Understanding service desk processes and escalation procedures.
- Stakeholder Management: Effectively communicating with stakeholders and managing expectations.
- Ticketing Tools: Experience with various ticketing tools (ServiceNow, JIRA, Salesforce).
- Communication Skills: Excellent verbal and written communication skills.
- Financial Industry Knowledge: Knowledge of the financial industry, particularly securities processing, is a plus.

Core skills and knowledge required:

- Strong incident coordination: Leading recovery efforts across multiple teams.
- Process improvement: Analyzing incident trends and identifying opportunities to enhance processes and prevent future incidents.
- Excellent communication and stakeholder management: Exceptional verbal and written communication skills, with the ability to explain complex technical issues to diverse audiences.Keeping everyone informed and managing expectations effectively.
- Tools: Familiarity with incident management and ticketing tools (e.g., ServiceNow, Jira).

Bonus Points:

- Experience with cloud technologies (AWS, Azure, GCP).
- ITIL v4 certification.
- SIAM (Service Integration and Management) knowledge.

**Requirements**:

- Education: Bachelor's degree in computer science or equivalent.
- Experience: 6-8 years of experience in Major Incident Management.
- Flexibility: Willingness to work flexible hours, including weekends and holidays.
- Work Model: Work from Office/Hybrid model.

The Location: Gurgaon, India

About Company Statement:
OSTTRA is a market leader in derivatives post-trade processing, bringing innovation, expertise, processes and networks together to solve the post-trade challenges of global financial markets. OSTTRA operates cross-asset post-trade processing networks, providing a proven suite of Credit Risk, Trade Workflow and Optimisation services. Together these solutions streamline post-trade workflows, enabling firms to connect to counterparties and utilities, manage credit risk, reduce operational risk and optimise processing to drive post-trade efficiencies.

OSTTRA was formed in 2021 through the combination of four businesses that have been at the heart of post trade evolution and innovation for the last 20+ years: MarkitServ, Traiana, TriOptima and Reset. These businesses have an exemplary track record of developing and supporting critical market infrastructure and bring together an established community of market participants comprising all trading relationships and paradigms, connected using powerful integration and transformation capabilities.

**About OSTTRA**

OSTTRA was formed in 2021 through the combination of four businesses that have been at the heart of post trade evolution and innovation for the last 20+ years: MarkitServ, Traiana, TriOptima and Reset. OSTTRA is a joint venture, owned 50/50 by S&P Global and CME Group.

With an outstanding track record of developing and supporting critical market infrastructure, our combined network connects thousands of market participants to streamline