Index Service Delivery Analyst

The Index Service Delivery Team Member is a specialized role within the organization, focused on the delivery of business-critical data, content, and associated technology services that align closely with our financial index products and client needs. Leveraging their ITIL and Technical knowledge, the team member is responsible for ensuring the seamless function of business service workflows with technology platforms, enhancing the overall customer experience, and ensuring regulatory compliance. This includes active monitoring, incident management, and ensuring that user requests are addressed promptly and effectively. The successful candidate will be the first point of contact for service-related issues and will work closely with both internal teams and external partners to maintain service excellence

Responsibilities:

• Front-Line Support

  : Serve as the first point of contact for all issues related to application availability, performance and maintenance within the cloud infrastructure estate responding promptly to incidents and service requests

• Incident Management

  : Ensure appropriate troubleshooting and resolution of incidents as well as escalating to relevant teams for specialist support, when necessary, while maintaining communication with stakeholders throughout the process

• Service Monitoring

  : Actively monitor service performance and system health to pre-emptively address potential issues, reducing downtime and improving service reliability. This will include but not limited to data lifecycle, content delivery and user experience monitoring

• Service Request Fulfilment

  : Handle routine and complex service requests, related to user access, data queries, or system adjustments, ensuring compliance with service-level agreements (SLAs)

• Service Quality Assurance

  : Ensure all services are delivered in line with agreed quality standards, conducting routine checks and collaborating with cross functional teams to maintain the highest levels of operational performance

• Collaboration with Wider Teams

  : Liaise with the Change, Problem Management and Release management teams as needed, ensuring that escalations are handled appropriately, and all long-term fixes are coordinated and completed effectively without disruption to front-line operations

Required Qualifications:

• Experience

  : 3-5 years of experience in a front-line IT or service delivery role, ideally within financial services, data intensive and technology driven environments

• ITIL Certification

  : ITIL Foundation certification required

• Technical Skills

  : Proficiency in service management and observability management tools (Service Now, Jira, Splunk, Datadog, New Relic etc.) with a solid understanding of application and cloud infrastructure support services along with working knowledge of Linux Shell Scripting

• Incident Management

  : Strong knowledge of incident management processes, including prioritization, troubleshooting and escalation procedures with clear understanding of the Incident lifecycle management

• Customer Focus

  : Demonstrated ability to handle service requests and incidents with a customer-first approach, ensuring timely and effective responses

Desirable Skills:

• Familiarity with cloud-based platforms (AWS, Azure, GCP), content delivery tools, master data management fundamentals, RDMS, Cloud Infrastructure provisioning and IaC tools like Terraform, Ansible etc.
• Fundamental understanding of application dependency and service mapping in context of cloud infrastructure services
• Broad understanding of co-relation between Incident, Change, Problem and Release Management
• Basic knowledge of regulatory requirements within the financial services space

Personal Attributes:

• Strong communication skills with an ability to explain technical issues to non-technical stakeholders
• Proactive, with a focus on problem prevention and continuous improvement
• Ability to remain calm and composed in high-pressure situations