IT Incident Manager

About the Role:

The Role: IT Incident Manager

 
The Team: ITSM team is a global team that provides co-ordination across the suite of Osttra products for ITSM processes. The team works closely with a highly competent tech and business to ensure incidents, changes and problems are adhered to as per market standards. Our work helps ensure that Osttra are providing a high-quality service and maintaining client satisfaction.
 
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: Osttra is seeking an ITSM Manager to join the Osttra IM Team. The role encompasses managing incidents, changes and problems for Osttra products. This person will work with an experienced global team to contribute to the quality of our support.
This role presents an excellent opportunity to be part of an newly built IM team, collaborating with colleagues across multiple regions globally, with a strong focus on delivering value through self-service.

Responsibilities:

• Responsible for delivery of Major Incident Management and effective management of all High Severity Incidents.
• Candidate with 10+ years of experience in ITIL Incident, Change and Problem Management processes. This Role requires a combination of Incident, Change and Problem Management expertise.
• Good knowledge of CMDB and Asset Management System.
• Should understand complex business processes and identify opportunities for improvement.
• ITIL / SIAM latest framework versions knowledge and operational experience in Incident Management, Problem Management & Change Management.
• Worked as Major Incident Manager and coordinating tasks during major incident. Work with Problem Manager and review Change Management process to avoid same or major incident from taking place.
• Ensure effective recovery of service from the start of incident to ensure most effective path to recovery, ensure all appropriate teams are continuously marshalled and actions are decisively directed/ coordinated across recovery teams.
• Performs incidents trend analysis, create problem ticket for recurring incidents, work with stakeholders to drive reduction in repeated incidents etc.
• Drive PIR calls, Create and publish PIR report and minimizing the impact of incidents in the future or to prevent it entirely when possible.
• Managed cross tower incidents and complex problems.
• Well versed with various problem-solving techniques like Pareto, 5 Whys, Fish-Bone etc.
• Good understanding of Service Desk Operations, Escalation Management Stakeholder Management experience including different (ServiceNow, JIRA and Salesforce) Ticketing tools knowledge.
• Must have financial industry (Trade Processing,Securities Processing) knowledge.
• Good Communication skills – Verbal and Written along with Excel reporting knowledge
• Good Understanding of Application, infrastructure towers and internal services as well as external service quality

What We’re Looking For:

• University graduate or equivalent with background of bachelor’s in computer science or mathematics equivalent.
• Be flexible regarding hours including weekends and public holidays.
• This Role is Work from Office / Hybrid model (Based on the need).

The Location: Gurgaon, India

About OSTTRA
Candidates should note that OSTTRA is an independent firm, jointly owned by S&P Global and CME Group. As part of the joint venture, S&P Global provides recruitment services to OSTTRA - however, successful candidates will be interviewed and directly employed by OSTTRA, joining our global team of more than 1,200 post trade experts.

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 end to end workflows - from trade capture at the point of execution, through portfolio optimization, to clearing and settlement.

Joining the OSTTRA team is a unique opportunity to help build a bold new business with an outstanding heritage in financial technology, playing a central role in supporting global financial markets. 
Learn more at www.osttra.com.

What’s In It For You?

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 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.

For more information on benefits by country visit: https://spgbenefits.com/benefit-summaries

20 - Professional (EEO-2 Job Categories-United States of America), BSMGMT203 - Entry Professional (EEO Job Group)