OSTTRA Looking for Manager, IT Service Operations at Gurgaon, Haryana, India Full Time

OSTTRA, India

The Role: Manager, IT Service Operations

The Team: Our team is responsible for business management activities within the Technology group of OSTTRA including Technology Budget Management, Purchase request to Purchase order processes, the streamlining of business processes, and being enablers for the overall success of the Technology group. Our team values efficiency, innovation, and collaboration to drive operational excellence and pride ourselves on our ability to identify and implement process improvements while maintaining a strong focus on delivering high quality results to support the organizational success.

The Impact: The Business Management analyst plays a crucial role in contributing to the overall objectives of the team and Technology organization. By optimizing business processes, headcount activities and ensuring seamless purchase order and invoice management, this role directly impacts the organization’s operational efficiency, cost effectiveness and productivity.

What’s in it for you: We are looking for an experienced (10 to 12+ years) IT Service Desk Lead/Manager who can work independently, lead a global team, self-motivate and work in a global and multicultural team and goes the extra mile to ensure high quality in the work delivered. To enjoy working in this role we believe you should have deep technical and process-oriented skills within your area of expertise, are very structured and thorough, are humble and take responsibility for the greater picture.

Responsibilities

• The role is Directly responsible and accountable for the delivery of excellent end-user support to colleagues across all OSTTRA locations (APAC, India, UK and US) while being an integral member of larger EUC global support.
• Responsible for L1 Team Management, IT vendor management, IT Asset Management, Knowledge Management, Process improvements, etc.
• You are responsible for IT Service Transition (onboard new service/application support into EUC and train the team about the new services)
• You will work closely with multiple ongoing M&A project streams. You are expected to partcipate actively and cascade the information about the change to the team members.
• Act as the first point of contact for escalations, major incident management, triaging, managing, and resolving incidents and service requests across all OSTTRA EUC technologies
• KPI measurement (Reporting and Dashboard)- Manage, Own and hare 360 degree feedback within the team.
• Your team will provide first and second line support via telephone support, email, live support, in person walk ups and managing queues from Self Service Portal, chats, emails and other channels.
• You have to help the team in Identifying, troubleshooting, resolving all IT support issues relating to OSTTRA Group corporate laptop, productivity & collaboration suites, telephony, video conferencing and associated business applications.
• Providing effective handover and escalation when necessary
• Effectively deal with all workloads (ageing incident tickets and service requests) within agreed Service Level Agreement periods.
• Ensure that information security considerations and controls are in place and always adhere to the Information Security policies.
• You must have good technical support knowledge for desktop (laptop) and telephony environment. Knowledge of Microsoft Windows 10, AD, MS Endpoint Management, Microsoft Endpoint manager, SCCM, Autopilot, Cloud App security Microsoft 365, Google Workspace and storage solutions and audio/visuals. Desktops/laptops/printers knowledge should also include hardware support and software configuration.
• Responsible for working with third party service providers to ensure end to end support is maintained as required.
• Document, maintain, use and share appropriate product and services knowledge articles and learn about new products and services as required
• Keep your team up to date with developments within the organization that may have an impact on the end user experience.
• To fulfil any additional / ad hoc duties as required to meet the needs of the business

What We’re Looking For

• In depth experience & expertise on Google Workspace is a must
• In depth experience & expertise on Microsoft 365 is a must
• Understanding and experience of Microsoft Exchange/Active Directory/Microsoft 365, creating and managing emails accounts, creating and amending distribution groups, creating, amending and troubleshooting issues with user accounts and permissions, including Group policies.
• Ability to work from ITSM tools such as Jira and self-prioritize workstack. Act on initiative with minimal management, and on multiple tasks concurrently
• In depth knowledge of Windows 10/11
• Knowledge of standard range of desktop applications and hardware
• Follow-me print solutions
• Understanding of mobile devices – iOS and Android and mobile device management (Microsoft Endpoint manager and Google MDM)
• Knowledge and experience of using anti-virus systems
• Knowledge of networking configuration LAN/WAN and wireless connections, with a technical ability and understanding of FTP, SSL etc hardware and operating systems (e.g. Windows, Linux, Apple) , storage solutions. Desktop/Laptop/Telephony
• Experience with basic networking protocols and network services including DNS, DHP and TCP/IP
• Basic understanding of IT Security, network protocols, firewall and VPN configurations, as well as remote access, content filtering, spam filtering, malware and virus protection
• Knowledge of audio and video conferencing technologies
• Knowledge and understanding of End User Collaboration systems – email, chat, voice video, conferencing etc.
• Previous experience within a Technical Service Desk/Desktop role in a Customer Service environment
• Professional qualifications: ITIL v3 Foundation, Service Desk Institute SDA or equivalent ITSM qualification
• Experience & expertise in working with JAMF.
• As this is a global role, some international travel may be necessary.

The Location: Gurugram, India.

About Company

OSTTRA is a market leader in derivatives post-trade processing, bringing innovation, expertise, processes, and networks together to solve the post-trade challenges of global financial markets. OSTTRA operates cross-asset post-trade processing networks, providing a proven suite of Credit Risk, Trade Workflow and Optimization services. Together these solutions streamline post-trade workflows, enabling firms to connect to counterparties and utilities, manage credit risk, reduce operational risk and optimize processing to drive post-trade efficiencies.

OSTTRA was formed in 2021 through the combination of four businesses that have been at the heart of post trade evolution and innovation for the last 20+ years: MarkitServ, Traiana, TriOptima and Reset. These businesses have an exemplary track record of developing and supporting critical market infrastructure and bring together an established community of market participants comprising all trading relationships and paradigms, connected using powerful integration and transformation capabilities.

About OSTTRA

Candidates should note that OSTTRA is an independent firm, jointly owned by S&P Global and CME Group. As part of the joint venture, S&P Global provides recruitment services to OSTTRA – however, successful candidates will be interviewed and directly employed by OSTTRA, joining our global team of more than 1,200 post trade experts.

OSTTRA was formed in 2021 through the combination of four businesses that have been at the heart of post trade evolution and innovation for the last 20+ years: MarkitServ, Traiana, TriOptima and Reset. OSTTRA is a joint venture, owned 50/50 by S&P Global and CME Group.

With an outstanding track record of developing and supporting critical market infrastructure, our combined network connects thousands of market participants to streamline end to end workflows – from trade capture at the point of execution, through portfolio optimization, to clearing and settlement.

Joining the OSTTRA team is a unique opportunity to help build a bold new business with an outstanding heritage in financial technology, playing a central role in supporting global financial markets.

Learn more at www.osttra.com.

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://www.spglobal.com/en/careers/our-culture/

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.

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: [email protected] 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), BSMGMT203 – Entry Professional (EEO Job Group)

Job ID: 293702

Posted On: 2024-01-22

Location: Gurgaon, Haryana, India