The Team: ITSM team is a global team that provides coordination across the suite of Osttra products for ITSM processes. The team works closely with highly competent tech and business to ensure incidents, changes and problems are adhered to as per market standards. Our work helps ensure that Osttra is 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 a Technical Operations Center Director to join the Osttra Technology Operation(TOC) Team. The role encompasses managing incidents, changes and problems for Osttra products and will also be responsible for leading and managing the 24x7 team of technical professionals, ensuring that all technical operations are conducted according to company policies and procedures.
Responsibilities:
Responsible for monitoring/troubleshooting NOC alerts and delivery of Incident Management and effective management of all High Severity Incidents.
Work as Incident Manager and coordinate tasks during the incident. Work with the Problem Manager and review the Change Management process to avoid the same incident from taking place.
Ensure effective recovery of service from the start of the incident to ensure a most effective path to recovery, ensure all appropriate teams are continuously marshalled and actions are decisively directed/ coordinated across recovery teams.
Drive PIR calls, Create and publish PIR reports and minimise the impact of incidents in the future or prevent them entirely when possible.
Develop and implement technical plans and strategies
Manage the technical budget and resources
Identify and implement opportunities for technical improvement
Ensure compliance with all relevant regulations and standards
Stay up-to-date on the latest technical trends and developments
What We re Looking For:
Bachelors degree in computer science, information technology, or a related field
10+ years of experience in technical operations management
Proven track record of success in leading and managing teams
Strong understanding of technical systems and processes
Experience in ITIL Incident, Change and Problem Management processes. This Role requires a combination of Incident, Change, Problem Management and NOC alert monitoring expertise
Flexible regarding hours including weekends and public holidays
Must have financial industry (Trade Processing, Securities Processing) knowledge
Good understanding of Service Desk Operations, Escalation Management Stakeholder Management experience including different (JIRA and Salesforce) Ticketing tools knowledge
Good knowledge of CMDB and Asset Management Systems.
Should understand complex business processes and identify opportunities for improvement
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
This Role is Work from the Office / Hybrid model (Based on the need)
The Location: Gurgaon, India
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.
