Sr Associate, Client Support - Grade 08 at S&P Global

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, TechnologyIndustries

Requirements

Ability to work 24/7/365 rostered shifts for seamless support
Familiarity with service level agreements (SLAs) and proper response times
Knowledge of proper protocols and disclaimers for client communications
Familiarity with process and procedure documents in the knowledge library
Ability to familiarize with new technologies

Responsibilities

Be the key point of contact for first level escalations and communicate efficiently to SD & client
Acknowledge internal and client emails and work on assigned tickets within SLA
Provide client support and technical issue resolution via email, phone, and other electronic mediums
Perform incident recording, classification, and initial support (Tier 1)
Manage major incidents by triggering escalation processes as needed
Extend monitoring platform, documentation, and knowledge base
Conduct proactive monitoring of services, CPU, network, and disk usage
Update resolutions for new technical issues to team members
Perform troubleshooting steps (e.g., reset IB services) to bring sites up
Adhere to processes and procedures in the knowledge library and contribute to it
Participate in review calls, CAB, and other ad-hoc calls
Monitor servers and client production environments
Work on BAU tickets, runbooks, migrations, hosted client implementations, AWS alarms, BCP, and client upgrades
Provide L1 and L1.5 support for EDM, EDMW, Debt Domain, WSO, DeltaOne, RegOne, and Thinkfolio
Provide cross-charge support for DeltaOne and RegOne (infrastructure monitoring, emails, BAU tickets)
Cover EDM support during UK/US team holidays

Skills

Key technologies and capabilities for this role

EDMEDMWDebt DomainWSOThinkfolioDeltaOneRegOneAWSServer MonitoringTicket ManagementRunbooksBAUBCPClient ImplementationMigrations

Questions & Answers

Common questions about this position

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this Sr Associate role?

This information is not specified in the job description.

What are the main responsibilities and skills needed for this role?

The role involves providing Level 1 to 1.5 support for products like EDM, EDMW, Debt Domain, WSO, DeltaOne, and RegOne, including monitoring servers and client environments, working on tickets, runbooks, BAU tasks, migrations, client implementations, AWS alarms, BCP, and handling escalations within SLAs.

What is the work schedule like for this position?

This is a 24/7 365 days process requiring rostering and scheduling resources to provide continuous seamless support, including coverage during UK and US team holidays.

What makes a strong candidate for this Client Support role?

Strong candidates should have experience in L1/L1.5 application support, familiarity with SLAs and response protocols, ability to handle tickets, escalations, monitoring (servers, AWS alarms, emails), and BAU tasks for financial products in a 24/7 environment.

S&P Global

Provides financial information and analytics services

About S&P Global

S&P Global provides financial information and analytics to a wide range of clients, including investors, corporations, and governments. The company offers services such as credit ratings, market intelligence, and indices, which help clients understand and navigate the global financial market. S&P Global's products work by utilizing advanced data analytics and research to deliver insights that assist clients in making informed decisions and managing risks. Unlike many competitors, S&P Global has a diverse range of divisions, including S&P Global Ratings and S&P Dow Jones Indices, which allows it to cater to various financial needs. The company's goal is to support clients in driving growth while also committing to corporate responsibility and positive societal impact.

New York City, New YorkHeadquarters

1917Year Founded

IPOCompany Stage

Data & Analytics, Financial ServicesIndustries

10,001+Employees

Benefits

Health Insurance

Unlimited Paid Time Off

Professional Development Budget

401(k) Company Match

Family Planning Benefits

Employee Discounts

Risks

Integration challenges with new acquisitions like ProntoNLP may cause operational issues.

Increased competition from AI-driven platforms like Brooklyn Investment Group.

Dependence on volatile credit ratings market could impact revenue stability.

Differentiation

S&P Global integrates advanced AI tools for superior financial analytics capabilities.

The company offers comprehensive ESG solutions, meeting growing sustainability demands.

S&P Global's diverse divisions provide a wide range of financial services globally.

Upsides

Acquisition of ProntoNLP boosts data analytics and sentiment scoring capabilities.

Rising demand for ESG data enhances S&P Global's market position.

Expansion into India strengthens S&P Global's research and insights offerings.

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