Job Description

About the Role:

Grade Level (for internal use): 08

The Tier 1 support team receives incoming production incidents from clients and works directly with the client to understand and assess impact. The Tier 1 support team facilitates initial escalation and investigation to technical teams and coordinates with 3rd party vendors where appropriate. The position is customer and technical focused and requires an intimate understanding of S&P Global products and offerings.



Duties & accountabilities



Front line support for all S&P Global On Demand internal and external clients



Receive incoming client emails and calls and understand reported incident



Incident assessment, problem recreation, severity assignment and escalation to internal or third parties



Facilitate communication between internal and third parties during incidents



Coordinate data center site moves



Participate in shift rotation16x7x365 (first/second shift)



Initiate high severity incident procedure, including proactive client communication on Sev 1 and 2 incidents



Responsible for contacting on call staff and ensuring technical resources are engaged in resolution



Transition issues to Client Incident Managers after initial assessment and client response



Monitor application and feed processing tools and respond and escalate failures



Trend analysis to identify patterns or repeat incidents on high volume of incidents



Responsibilities:

• Facilitate communication between internal and third parties during incidents
• Coordinate data center site moves
• Participate in shift rotation16x7x365 (first/second shift)
• Initiate high severity incident procedure, including proactive client communication on Sev 1 and 2 incidents
• Responsible for contacting on call staff and ensuring technical resources are engaged in resolution
• Transition issues to Client Incident Managers after initial assessment and client response
• Monitor application and feed processing tools and respond and escalate failures


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.



For more information, visit www.spglobal.com/marketintelligence .



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.



From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. We're committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. We're constantly seeking new solutions that have progress in mind. Join us and help create the critical insights that truly make a difference.



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 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



Diversity, Equity, and Inclusion at S&P Global:

At S&P Global, we believe diversity fuels creative insights, equity unlocks opportunity, and inclusion drives growth and innovation - Powering Global Markets. Our commitment centers on our global workforce, ensuring that our people are empowered to bring their whole selves to work. It doesn't stop there, we strive to better reflect and serve the communities in which we live and work, and advocate for greater opportunity for all.



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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.



US Candidates Only: The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law.



----------------------------------------------------------- 20 - Professional (EEO-2 Job Categories-United States of America), SLSGRP203 - Entry Professional (EEO Job Group)



Job ID: 303841

Posted On: 2024-07-10

Location: Noida, Uttar Pradesh, India