Service Management Team Engineer

Service Management Team Engineer Location: Raleigh, NC 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 What We're Looking For: 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, Prometheus, Grafana, DataDog, 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 including Kubernetes, Docker Swarm, or OpenShift, and CI/CD pipeline tools like Jenkins, GitLab CI, or Azure DevOps ITIL or similar service management framework certification with demonstrated experience in incident, problem, and change management processes About S&P Global Market Intelligence At 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 Mission: Advancing Essential Intelligence. 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. Join us and help create the critical insights that truly make a difference. Our Values: Integrity, Discovery, Partnership 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://spgbenefits.com/benefit-summaries Global Hiring and Opportunity at S&P Global: At 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 Alert: If 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 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: EEO.Compliance@spglobal.com and your request will be forwarded to the appropriate person. US Candidates Only: Know Your Rights: Workplace discrimination is illegal ----------------------------------------------------------- 20 - Professional (EEO-2 Job Categories-United States of America), IFTECH202.1 - Middle Professional Tier I (EEO Job Group), SWP Priority – Ratings - (Strategic Workforce Planning)