Lead, IT Service Operations

About the Role:

Grade Level (for internal use):
11
About The Role:

The Team:

Service Management is a global team that provides specialized technical support across the suite of trade processing and workflow solutions that support all participants in Markets Group. The Service Management team works collaboratively, both internally and across our customer base, operating in a sharing and learning culture with a view to build continuous improvement in our processes.

Responsibilities & Impact:
We are seeking an experienced Service Management professional with more than 10 years of work experience to join the team in Dallas or Raleigh, US. The role encompasses 2nd line technical application support & Cloud Infrastructure Management for Markets group of Enterprise Solutions. This person will report directly to the Global Manager responsible for application support and will work closely with the global team contributing to the quality of our support.

• Act as a strategic technology partner to Architecture, Engineering, Business Systems, and Global Service Delivery (L1/L2/L3), ensuring enterprise-grade, resilient, and scalable IT services aligned to business outcomes.
• Establish and lead a collaborative service excellence culture, driving standardized, repeatable, and cost-efficient operational processes with a strong focus on quality, reliability, and continuous improvement.
• Own and govern the Major Incident Management lifecycle, from fault detection and triage through resolution, executive communication, post-incident reviews, and sustainable Root Cause remediation.
• Lead service performance reviews with business and technology stakeholders, identifying systemic improvement opportunities, operational risks, and reliability enhancements.
• Provide overall accountability for people leadership, including talent strategy, recruitment, onboarding, performance management, career development, and succession planning for Service Management and SRE teams.
• Define and evolve enterprise-level observability and reliability frameworks, covering metrics, logs, traces, SLIs/SLOs, and error budgets across hybrid and cloud platforms.
• Own Disaster Recovery, resiliency strategy, and operational readiness, ensuring regular testing, executive assurance, and continuous enhancement of recovery capabilities.
• Serve as a senior technical leader and mentor, guiding SREs, DevOps, and engineering teams while driving adoption of best practices across reliability engineering and operations.

Compensation/Benefits Information: (This section is only applicable to US candidates)

S&P Global states that the anticipated base salary range for this position is $14000 to $150,000. Final base salary for this role will be based on the individual's geographic location, as well as experience level, skill set, training, licenses and certifications. In addition to base compensation, this role is eligible for an annual incentive plan.

This role is eligible to receive additional S&P Global benefits. For more information on the benefits we provide to our employees, please click here.

Include for roles that are bonus plan eligible, including sales commission plans.

US Roles Only

What We're Looking For:

Basic Required Qualifications:

• Provide end-to-end ownership of Incident, Problem, Change, and Business Continuity processes, ensuring predictable, high-quality service delivery to internal and external customers.
• Operate as the primary escalation authority for complex, high-impact production issues, coordinating across engineering, cloud, security, and vendor teams.
• Partner closely with Product, Architecture, and Delivery teams to ensure operational readiness for releases, embedding reliability, supportability, and resilience early in the design lifecycle.
• Drive continuous improvement initiatives across monitoring, alerting, reporting, automation, and operational maturity.
• Embed AI/ML-driven operations (AIOps) to enhance anomaly detection, predictive alerting, intelligent noise reduction, and proactive incident prevention.
• Influence and support technology governance, risk management, compliance, and audit activities related to service reliability.
• Ensure 24x7 proactive monitoring and management of business-critical platforms, restoring service rapidly and minimizing customer impact.
• Define and enforce incident severity models, ensuring accurate impact assessment, prioritization, and stakeholder communication.
• Maintain end-to-end ownership of incidents, including those requiring third-line engineering or formal change execution.
• Provide clear, consistent, and executive-level communication during incidents, outages, and service degradation.
• Oversee application support spanning infrastructure, data remediation, user queries, education, and deep-dive incident investigations.
• Drive observability across events, alerts, batch jobs, capacity planning, and performance KPIs, translating insights into actionable change.
• Collaborate with functional and technical teams to ensure future deliverables (functional and non-functional) are operationally viable.
• Champion knowledge management, ensuring high-quality runbooks, SOPs, and operational documentation in Confluence.
• Deliver against SLA, OLA, and SLO commitments, with transparent reporting and corrective actions.
• Leverage AIOps and reliability analytics to identify trends, systemic risks, and optimization opportunities at scale.
• Bachelor's or Master's degree in Computer Science, Engineering, or related discipline.
• Ideally 10-12+ years of progressive experience in SRE, DevOps, Platform Engineering, or Technology Operations, including leadership responsibility.
• Proven experience designing and operating high-availability, disaster-recovery, and incident response capabilities across AWS, Azure, or Google Cloud Platform.
• Strong understanding of ITIL-aligned Service Management processes and enterprise operational governance.
• Deep expertise with observability platforms such as Splunk, CloudWatch, Prometheus, Grafana, Datadog, or equivalent.
• Strong database expertise (Oracle / PostgreSQL), including advanced SQL tuning, performance optimization, and operational troubleshooting.
• Demonstrated experience leading post-incident reviews and driving preventative engineering outcomes.
• Excellent decision-making and leadership capabilities under high-pressure, executive-visible incidents.
• Strong knowledge of Linux and Windows operating systems, automation, and scripting (Python preferred).
• Solid understanding of SDLC, Agile methodologies, defect triage, and engineering collaboration models.
• Prior experience in Financial Services and/or S&P Global technology platforms is highly desirable.

Right to Work Requirements:

This role is limited to persons with the indefinite right to work in the United States

Location:

This role requires the person to work a hybrid schedule in our Dallas, TX or Raleigh, NC location.

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 ;br>
What's In It For You?

Our Mission:

Advancing Essential Intelligence.

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. Join us and help create the critical insights that truly make a difference.

Our Values:

Integrity, Discovery, Partnership

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: ;br>
Global Hiring and Opportunity at S&P Global:

At S&P Global, we are committed to fostering a connected and engaged workplace where all individuals have access to opportunities based on their skills, experience, and contributions. Our hiring practices emphasize fairness, transparency, and merit, ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration, we drive innovation and power global markets.

Recruitment Fraud Alert:

If you receive an email from a spglobalind.com domain or any other regionally based domains, it is a scam and should be reported to S&P Global never requires any candidate to pay money for job applications, interviews, offer letters, "pre-employment training" or for equipment/delivery of equipment. Stay informed and protect yourself from recruitment fraud by reviewing our guidelines, fraudulent domains, and how to report suspicious activity here.

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: and your request will be forwarded to the appropriate person.

US Candidates Only: The EEO is the Law Poster describes discrimination protections under federal law. Pay Transparency Nondiscrimination Provision - _%20English_formattedESQA508c.pdf

202 - Middle Professional (EEO Job Group) (inactive), 20 - Professional (EEO-2 Job Categories-United States of America), IFTECH202.2 - Middle Professional Tier II (EEO Job Group)