Platform ITSM Officer

OSTTRA India is seeking a highly motivated and experienced Incident Manager to join their team. The role involves leading the response to and resolution of major incidents that impact business operations. The team builds, supports, and protects high-performance, resilient platforms that process more than 100 million messages a day. The successful candidate will be responsible for handling high-severity incidents, driving technical teams to resolve issues, and ensuring effective communication with stakeholders.

Requirements

• ITIL Expertise: Strong knowledge and experience with ITIL (Information Technology Infrastructure Library) framework, particularly in incident, change, and problem management.
• CMDB and Asset Management: Familiarity with Configuration Management Database (CMDB) and asset management systems to track and manage IT assets.
• Process Improvement: Identifying opportunities to improve existing IT processes and prevent future incidents.
• Incident Coordination: Coordinating recovery efforts across various teams, ensuring effective communication and efficient resolution.
• Trend Analysis: Analyzing incident trends to identify recurring issues and work towards reducing them.
• Post-Incident Review (PIR): Leading PIR calls, creating reports, and implementing preventive measures based on lessons learned.
• Problem-Solving: Applying problem-solving techniques (Pareto, 5 Whys, Fish-Bone) to identify root causes and implement effective solutions.
• Service Desk Operations: Understanding service desk processes and escalation procedures.
• Stakeholder Management: Effectively communicating with stakeholders and managing expectations.
• Ticketing Tools: Experience with various ticketing tools (ServiceNow, JIRA, Salesforce).
• Communication Skills: Excellent verbal and written communication skills.
• Technical Understanding: Good understanding of application and infrastructure domains.
• Financial Industry Knowledge: Knowledge of the financial industry, particularly securities processing, is a plus.
• ITIL Expertise: Deep understanding and practical application of ITIL best practices, particularly in incident, problem, and change management. ITIL certifications are highly desirable.
• Strong incident coordination: Leading recovery efforts across multiple teams.
• Technical Acumen: Broad technical knowledge across various IT domains (applications, infrastructure, networks, databases).
• Process improvement: Analyzing incident trends and identifying opportunities to enhance processes and prevent future incidents.
• Excellent communication and stakeholder management: Exceptional verbal and written communication skills, with the ability to explain complex technical issues to diverse audiences.Keeping everyone informed and managing expectations effectively.

Benefits

• 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.