Service Delivery Analyst

Let's be #BrilliantTogether

ISS STOXX is actively hiring a Service Delivery Analyst for Mumbai (Goregaon East) location.

This is a 24/7 rotational shift based role with two weekly offs and the role holder will need to work across morning, afternoon, evening and night shifts as per roster / schedule.

Overview:

The Index Service Delivery Team Member is a specialized role within the organization, focused on the delivery of business-critical data, content, and associated technology services that align closely with our financial index products and client needs. Leveraging their ITIL and Technical knowledge, the team member is responsible for ensuring the seamless function of business service workflows with technology platforms, enhancing the overall customer experience, and ensuring regulatory compliance. This includes active monitoring, incident management, and ensuring that user requests are addressed promptly and effectively. The successful candidate will be the first point of contact for service-related issues and will work closely with both internal teams and external partners to maintain service excellence

Responsibilities:

• Front-Line Support: Serve as the first point of contact for all issues related to application availability, performance and maintenance within the cloud infrastructure estate responding promptly to incidents and service requests
• Incident Management: Ensure appropriate troubleshooting and resolution of incidents as well as escalating to relevant teams for specialist support, when necessary, while maintaining communication with stakeholders throughout the process
• Service Monitoring: Actively monitor service performance and system health to pre-emptively address potential issues, reducing downtime and improving service reliability. This will include but not limited to data lifecycle, content delivery and user experience monitoring
• Service Request Fulfilment: Handle routine and complex service requests, related to user access, data queries, or system adjustments, ensuring compliance with service-level agreements (SLAs)
• Service Quality Assurance: Ensure all services are delivered in line with agreed quality standards, conducting routine checks and collaborating with cross functional teams to maintain the highest levels of operational performance
• Collaboration with Wider Teams: Liaise with the Change, Problem Management and Release management teams as needed, ensuring that escalations are handled appropriately, and all long-term fixes are coordinated and completed effectively without disruption to front-line operations

Qualifications:

• Experience: 3-5 years of experience in a front-line IT or service delivery role, ideally within financial services, data intensive and technology driven environments
• ITIL Certification: ITIL Foundation certification required
• Technical Skills: Proficiency in service management and observability management tools (Service Now, Jira, Splunk, Datadog, New Relic etc.) with a solid understanding of application and cloud infrastructure support services along with working knowledge of Linux Shell Scripting
• Incident Management: Strong knowledge of incident management processes, including prioritization, troubleshooting and escalation procedures with clear understanding of the Incident lifecycle management
• Customer Focus: Demonstrated ability to handle service requests and incidents with a customer-first approach, ensuring timely and effective responses

Desirable Skills:

• Familiarity with cloud-based platforms (AWS, Azure, GCP), content delivery tools, master data management fundamentals, RDMS, Cloud Infrastructure provisioning and IaC tools like Terraform, Ansible etc.
• Fundamental understanding of application dependency and service mapping in context of cloud infrastructure services
• Broad understanding of co-relation between Incident, Change, Problem and Release Management
• Basic knowledge of regulatory requirements within the financial services space

Personal Attributes:

• Strong communication skills with an ability to explain technical issues to non-technical stakeholders
• Proactive, with a focus on problem prevention and continuous improvement
• Ability to remain calm and composed in high-pressure situations.

What You Can Expect from Us

At ISS STOXX, our people are our driving force. We are committed to building a culture that values diverse skills, perspectives, and experiences. We hire the best talent in our industry and empower them with the resources, support, and opportunities to grow—professionally and personally.

Together, we foster an environment that fuels creativity, drives innovation, and shapes our future success.

Let's empower, collaborate, and inspire.

Let's be #BrilliantTogether.

About ISS STOXX

ISS STOXX GmbH is a leading provider of research and technology solutions for the financial market. Established in 1985, we offer top-notch benchmark and custom indices globally, helping clients identify investment opportunities and manage portfolio risks. Our services cover corporate governance, sustainability, cyber risk, and fund intelligence. Majority-owned by Deutsche Börse Group, ISS STOXX has over 3,400 professionals in 33 locations worldwide, serving around 6,400 clients, including institutional investors and companies focused on ESG, cyber, and governance risk. Clients trust our expertise to make informed decisions for their stakeholders' benefit.

STOXX and DAX indices comprise a global and comprehensive family of more than 17,000 strictly rules-based and transparent indices. Best known for the leading European equity indices EURO STOXX 50, STOXX Europe 600 and DAX, the portfolio of index solutions consists of total market, benchmark, blue-chip, sustainability, thematic and factor-based indices covering a complete set of world, regional and country markets. STOXX and DAX indices are licensed to more than 550 companies around the world for benchmarking purposes and as underlyings for ETFs, futures and options, structured products, and passively managed investment funds. STOXX Ltd., part of the ISS STOXX group of companies, is the administrator of the STOXX and DAX indices under the European Benchmark Regulation.

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Institutional Shareholder Services ("ISS") is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. It is our policy to prohibit discrimination or harassment against any applicant or employee on the basis of race, color, ethnicity, creed, religion, sex, age, height, weight, citizenship status, national origin, social origin, sexual orientation, gender identity or gender expression, pregnancy status, marital status, familial status, mental or physical disability, veteran status, military service or status, genetic information, or any other characteristic protected by law (referred to as "protected status"). All activities including, but not limited to, recruiting and hiring, recruitment advertising, promotions, performance appraisals, training, job assignments, compensation, demotions, transfers, terminations (including layoffs), benefits, and other terms, conditions, and privileges of employment, are and will be administered on a non-discriminatory basis, consistent with all applicable federal, state, and local requirements.