Service Management Team Engineer

About the role

Grade Level (for internal use): 09 The Team: The Cappitech TechOps team operates as a globally distributed group of technical problem-solvers dedicated to maintaining world-class service excellence for regulatory technology solutions. As part of a 24x5 follow-the-sun support model, the team values proactive collaboration, technical innovation, and exceptional customer experience while ensuring regulatory compliance for leading financial institutions worldwide. This dynamic environment emphasizes continuous learning, automation-driven efficiency, and the empowerment of each team member to make impactful decisions in mission-critical situations. Responsibilities and Impact: Provide L2 technical support and incident management for production and UAT environments, owning complex incident resolution from escalation through to closure while meeting defined SLAs Deliver 24x5 global support coverage including weekend and on-call responsibilities to ensure regulatory reporting continuity for global financial services clients Design and implement automation solutions to reduce manual operational work, improve MTTR, and enhance operational resilience using scripting and workflow automation tools Monitor and maintain high-availability cloud platforms by building dashboards, configuring alerts, and proactively identifying performance trends and availability risks Act as trusted technical contact for global clients managing regulatory reporting queries, data validation issues, and providing clear communication during escalations Support change and release management processes including disaster recovery testing, deployment coordination, and ensuring operational readiness for new releases

Requirements

• Basic Required Qualifications:
• 2+ years of professional experience in technical support, service management, or related IT operations roles
• Bachelor's degree in Computer Science, Engineering, or equivalent work experience
• Strong technical proficiency with Linux/Unix systems, SQL databases (such as PostgreSQL, MySQL, or Oracle), and scripting languages including Python, Shell, or Perl
• Experience with cloud platforms such as AWS, Azure, including services like compute instances, databases, and monitoring tools
• Hands-on experience with monitoring and observability platforms such as Splunk,, CloudWatch, or similar tools and ticketing systems like JIRA, ServiceNow, or equivalent
• Ability to work flexible schedules including 24x5 support rotations, weekend coverage, and on-call responsibilities as required
• Strong analytical and troubleshooting capabilities with attention to detail
• Excellent written and verbal communication skills for client-facing interactions
• Ability to work independently while collaborating effectively across global teams
• Customer service mindset with ability to remain calm under pressure during critical incidents
• Additional Preferred Qualifications:
• Financial services experience with knowledge of OTC derivatives regulatory reporting frameworks (such as EMIR, MiFID, SFTR, or similar regulations)
• Advanced automation experience using workflow automation tools like Microsoft Power Automate or similar platforms, combined with API integration capabilities
• Experience with containerization technologies (such as Docker, Podman, or containerd) and orchestration platforms such like: Kubernetes, Docker Swarm, or OpenShift, and CI/CD pipeline tools like GitHub
• Experience with cloud platforms such as AWS or Azure
• ITIL or similar service management framework certification with demonstrated experience in incident, problem, and change management processes
• About S&P Global Market Intelligence
• For more information, visit www.spglobal.com/marketintelligence .
• What's In It For You?
• Our Mission:
• Advancing Essential Intelligence.
• Our People:
• Our Values:
• Integrity, Discovery, Partnership
• Throughout our history, the world's leading org

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