S&P Global Engineer I AppOps
About the job
The Role: Engineer I, Application Support Analyst,
The Location: Hyderabad/Gurgaon, India
The Team:
AppOps is responsible for providing high-quality operational and technical support for all Commodity Insights (CI) business-specific applications and systems. Responsible for providing CI Business Partners with initial first-line remote support for IT issues and requests that occur during business hours about the use of CI business-specific applications. Ensuring that standard operating procedures are followed for all incidents and service requests received into the helpdesk function. Proactively monitor applications responding to alerts and providing the business with periodic health check reports.
We operate 24×7, which can involve working during APAC|EMEA|AMER Hours & requires weekend support. (Rotational shifts 5 days a week). Work hours can change depending on Business requirements.
The Impact:
You will be the first line of support for all requests and incidents raised by Commodity Insights business partners. You will ensure the business receives a prompt response to any requests and ensure issues are resolved within agreed service level agreements.
What’s in it for you:
The position is part of the global application Support team supporting users based in three time zones and across 26 offices. Exposure to Application /Product support, technical operations, monitoring, and projects in a role where you will interact directly with the business and learn the products and systems required to support the Platts business operations.
Responsibilities
- Provide initial first-line Application/Product support and triage of incidents and service requests for IT issues that occur during use of Platts applications.
- Technical Excellence: In-depth Technical understanding of all Applications, Monitoring Tools, and all available technical resources. Executing Effective Weekend Support Incident Identification, Effective Shift handovers, Major Incident Mgmt. & Process Hygiene.
- Log and capture incidents from all sources into the ticketing system (ServiceNow), ensuring correct categorization and prioritization of IT issues.
- Application Support Operations: Ensure application operations excellence and guaranteed response times by actively monitoring application health checks, end user emails/tickets, and ensuring all Incidents/service requests are resolved in a timely and comprehensive manner.
- Server maintenance, monitoring, health checks, restarts, and BAU operational work.
- Provide 24/7 round-the-clock support to Platts’ business partners, utilizing shift patterns.
- Major Incident Management: Engaging & driving the major Incidents during the weekends to initiate bridge calls, engage technical teams, and restore the service immediately
- Incident Hygiene: Adhering to the Incident Hygiene process, ensuring High Hygiene in the Incidents & requests handled.
- Knowledge Management and competency development: Create & share the SOPs, Best Practice documents, checklists, and technical knowledge articles. Resolving IT incidents to restore service as quickly as possible using the known error database. Escalation of tickets to other teams as required
- Active participation in knowledge transitions, also coming up with Process Initiatives, delivers ideas and values to achieve the desired results.
Basic Qualifications
What We’re Looking For:
- Experience working with various Application Monitoring systems and tools (Autosys / AppDynamics /Nagios/Naemon/Splunk preferred)
- Experience in IT Service Management frameworks (ITIL or similar)
- Knowledge of troubleshooting & supporting applications running on either Linux (preferred)or Windows server OS
- Exposure to industry-standard ITSM tools (ServiceNow strongly preferred)
- Experience supporting Cloud computing (AWS).
- Familiar with infrastructure concepts related to distributed applications (Load balancers, Networking, Firewall, NAT, Virtual servers)
- Exposure working with tools like Putty, RDP, SSH, WinSCP, MySQL Query Browser, and Oracle SQL Developer.
- Familiar with reporting and analyzing tools (Beneficial but not essential)
- Experience working with collaborative platforms like Microsoft SharePoint, Box, OneDrive, and MS Teams.
- Good understanding of Agile Framework.
- Any knowledge of Webservers, either (Beneficial but not essential)
Windows IIS
Linux, Apache, and WebLogic (preferred)
- Any knowledge of scripting languages (JScript and JavaScript, DOS, VBScript, Pearl, Python, PowerShell, or shell script) preferred (Beneficial but not essential)
- Microsoft Office / Office 365, especially Excel (Macros, Worksheets, and add-ins)
Preferred Qualifications
- 5+ years of relevant experience with a bachelor’s degree.
About S&P Global Commodity Insights
At S&P Global Commodity Insights, our complete view of global energy and commodities markets enables our customers to make decisions with conviction and create long-term, sustainable value.
We’re a trusted connector that brings together thought leaders, market participants, governments, and regulators to co-create solutions that lead to progress. Vital to navigating Energy Transition, S&P Global Commodity Insights’ coverage includes oil and gas, power, chemicals, metals, agriculture, and shipping.
S&P Global Commodity Insights is a division of S&P Global (NYSE: SPGI). S&P Global is the world’s foremost provider of credit ratings, benchmarks, analytics, and workflow solutions in the global capital, commodity, and automotive markets. With every one of our offerings, we help many of the world’s leading organizations navigate the economic landscape so they can plan for tomorrow, today.
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 future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.
- Family Friendly Perks: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in-class benefits for families.
- Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.
Global Hiring And Opportunity At S&P Global
At S&P Global, we are committed to fostering a connected and engaged workplace where all individuals have access to opportunities based on their skills, experience, and contributions. Our hiring practices emphasize fairness, transparency, and merit, ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration, we drive innovation and power global markets.
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 EEO.Compliance@spglobal.com , and your request will be forwarded to the appropriate person.