Service Management Team Engineer

About The RoleGrade Level (for internal use):09The TeamThe 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 ImpactProvide L2 technical support and incident management for production and UAT environments, owning complex incident resolution from escalation through to closure while meeting defined SLAsDeliver 24x5 global support coverage including weekend and on-call responsibilities to ensure regulatory reporting continuity for global financial services clientsDesign and implement automation solutions to reduce manual operational work, improve MTTR, and enhance operational resilience using scripting and workflow automation toolsMonitor and maintain high-availability cloud platforms by building dashboards, configuring alerts, and proactively identifying performance trends and availability risksAct as trusted technical contact for global clients managing regulatory reporting queries, data validation issues, and providing clear communication during escalationsSupport change and release management processes including disaster recovery testing, deployment coordination, and ensuring operational readiness for new releasesWhat We're Looking ForBasic Required Qualifications:2+ years of professional experience in technical support, service management, or related IT operations rolesBachelor's degree in Computer Science, Engineering, or equivalent work experienceStrong technical proficiency with Linux/Unix systems, SQL databases (such as PostgreSQL, MySQL, or Oracle), and scripting languages including Python, Shell, or PerlExperience with cloud platforms such as AWS, Azure, including services like compute instances, databases, and monitoring toolsHands-on experience with monitoring and observability platforms such as Splunk, Prometheus, Grafana, DataDog, CloudWatch, or similar tools and ticketing systems like JIRA, ServiceNow, or equivalentAbility to work flexible schedules including 24x5 support rotations, weekend coverage, and on-call responsibilities as requiredStrong analytical and troubleshooting capabilities with attention to detailExcellent written and verbal communication skills for client-facing interactionsAbility to work independently while collaborating effectively across global teamsCustomer service mindset with ability to remain calm under pressure during critical incidentsAdditional Preferred QualificationsFinancial 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 capabilitiesExperience with containerization technologies (such as Docker, Podman, or containerd) and orchestration platforms including Kubernetes, Docker Swarm, or OpenShift, and CI/CD pipeline tools like Jenkins, GitLab CI, or Azure DevOpsITIL or similar service management framework certification with demonstrated experience in incident, problem, and change management processesAbout S&P Global Market IntelligenceAt 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 www.spglobal.com/marketintelligence.What’s In It For You?Our MissionAdvancing Essential Intelligence.Our PeopleWe'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 ValuesIntegrity, Discovery, PartnershipThroughout 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.BenefitsWe 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 IncludeHealth & 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://spgbenefits.com/benefit-summariesGlobal Hiring And Opportunity At S&P GlobalAt 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 AlertIf you receive an email from a spglobalind.com domain or any other regionally based domains, it is a scam and should be reported to reportfraud@spglobal.com. 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 EmployerS&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: EEO.Compliance@spglobal.com and your request will be forwarded to the appropriate person. US Candidates Only: Know Your Rights: Workplace discrimination is illegal20 - Professional (EEO-2 Job Categories-United States of America), IFTECH202.1 - Middle Professional Tier I (EEO Job Group), SWP Priority – Ratings - (Strategic Workforce Planning)Job ID: 328604Posted On: 2026-05-24Location: Raleigh, North Carolina, United States