Representative I, Client Services

**About the Role**:
**Grade Level (for internal use)**: 09
Job Description - Client Incident Manager

The Fincentric Senior Client Incident Manager is responsible for providing leadership and direction to ad-hoc technical resources to ensure the successful investigation and resolution of all production or client impactful incidents. The Client Incident Manager manages incident workflow and all client communication from incident escalation through resolution, including postmortem and problem management. The Senior Client Incident Manager takes great care in fostering internal and external relationships in order to organize incident resolution efforts as quickly and smoothly as possible.

**Duties & accountabilities**:
Define best practices, processes and policies for the Client Incident Management team.
**Provide Customer Support**: Coordinates the resolution of daily production issues, communicating the status, progress and resolution to the client.
Works closely with internal and external teams to drive incidents to resolution.
Communicates incident status, resolution and business impact to internal and external stakeholders.
Ability to prioritize multiple high priority issues at any given time without sacrificing client SLA commitments.
Facilitates the completion of the external postmortem statement for all high severity, critically impactful incidents.
**Strong interpersonal skills**: Ability to manage, work with, and guide multiple opinions and personalities to reach a common goal.
Desire and ability to understand client concerns and how they relate to firm-wide objectives.
Comfortable communicating/representing Markit Digital in various internal and external settings: conference calls, meetings and client engagements.
Responsible for initiating and implementing continual improvements for escalation Best Practices and Incident Management workflows.
Communicate with a variety of technical teams, project managers, and executive leadership.

**Business Competencies**:
Minimum five years of incident management with client facing experience in technical or web hosting environment
Ability to write technical documentation, including root cause documents which summarize incidents and provide corrective actions necessary to ensure there is not recurrence
Experience communicating with clients on production issues
Ability to be data oriented and analytical in tasks
Bachelor’s degree preferred
ITIL Certification a plus
Ability to cover on call shifts, including weekends and after hours

**Personal competencies**:
Strong influencing skills
Display energy, drive, and stamina
Ability to use own initiative to solve problems
Must be an excellent communicator both written and verbally
Flexible and willing to adapt to changing situations

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 focus on Powering Global Markets. Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals.

**Benefits**:
We take care of you, so you can take care of business. We care about our people. That’s why we provide everything you—and your career—need to thrive at S&P Global.

**Our benefits include**:
**Health & Wellness**: Health care coverage designed for the mind and body.

**Flexible Downtime**: Generous time off helps keep you energized for your time on.

**Continuous Learning**: Access a wealth of resources to grow your career and learn valuable new skills.

**Invest in Your Future**: Secure your financial f