Job Description
The Service team’s goal is to deliver secure, scalable, resilient, and innovative DTS (Digital Technology Services) services/solutions that enable seamless experiences for our end users and customers to drive S&P Global to Power the Market of Future. Comprising of the Service Delivery Management, ITSM and AI/Ops, this team aims at delivering operational experience via agreed SLAs (Service Level Agreements) and OLAs working to deliver a seamless Digital Experience across our stakeholder groups from our developers to our end-users.
Responsibilities
Incident Management
- Supporting MIM (Major Incident Management) on Major incident management calls, driving technical teams across multiple disciplines, technologies, and business to rapidly resolve issues
- Compose articulate and technically accurate updates for the incident to be able to accurately represent the business impact.
- Understand and report key metrics to business lines to allow them to identify gaps and where they need to invest to reduce failures.
- Performs Quality assessment for overall incident lifecycle.
Change Management
- Conduct post-implementation reviews and identify areas for improvement in the change management process.
- Maintain accurate and up-to-date documentation of change management processes and procedures.
- Provide regular training and guidance to the stakeholders on change management best practices.
- Continuously monitor and report on key change management metrics, identifying areas for improvement.
- Manage and oversee the change management process, from participating in the Change advisory board and liaising with the implementation teams.
- Performs Quality assessment for overall Change lifecycle.