Job Description

:About the Role:Grade Level (for internal use): 09Application Technical Support Analyst (FTE - Malaysia - Penang based)The Role: This varied role ensures the technical operational support of the Commodity Insights (CI) business specific applications, ensuring high availability of applications & providing end user support during business hours (APAC time zones). The role is also key in the operational delivery, co-ordination and rollout of infra and application projects.Grade (relevant for internal applicants only): 9The Location: FTE - Malaysia - Penang basedThe Team: Infrastructure & Operations - Global Application Operations - PAS is the Shared Service team who manages division specific application support and operations including Incident management / Technical resolution / Service Requests / Administration / Application & infra Monitoring.The Impact: You will work to minimize the adverse impact of incidents and problems on the business during the region / time zone and proactively identify areas of focus to prevent the reoccurrence of future incidents.What\'s in it for you: You will be part of a global team of application support experts which directly supports users, business processes and related applications. You will receive expansive exposure to application support, operations, monitoring and projects in a role where you will interact directly with the business. You will learn the products and systems required to support the Platts business operations. In this role, you will support users remotely & in person (in office) during the APAC time zone.Responsibilities:

• Resolve logged IT incidents in order to restore service as quickly as possible using application specific technical knowledge. Escalate tickets to other technical teams as required. (Incident Management)
• Respond to logged service requests, account administration, software installations and general application administration. (Service Request Management)
• Log and capture incidents from all sources into ticketing system (ServiceNow) ensuring correct categorization and prioritization of IT issues.
• Deal with escalations in a timely manner to ensure issue is resolved to business partner\'s expectations.

• Compose technical knowledge base Wiki documents to be used within the team (Knowledge Management)
• Provide real-time server support & monitoring for the daily \xe2\x80\x9cMarket on Close\xe2\x80\x9d process as well as participate on the associated conference call.
• Execute IT projects for your area at both a corporate level & divisional application specific level.
• Relationship management with key business stakeholders and point of escalation for your area.
• Major incident management (Manage bridge calls, technical investigation & resolution, escalations & incident communications to business leaders)

• Ensuring monitoring of Application Health and logs by automated scripts as well as by various monitoring tools. Reacting to alerts, creating tickets and resolving or triaging as appropriate.
• Job scheduling monitoring and resolution of issues.

What we\'re looking For:We are keen to hear from candidates with proven IT service delivery & application support experience, particularly with additional knowledge of configuring application monitoring & alerts. Beyond that, we\'d hope to see as many of the following on your CV:

• Team Player who thrives as much on the social interaction as the technology challenge of the role. You will be able to build up your business network and form lasting relationships across our global business teams to deliver results.
• This is a front-line support role so were looking for great customer service skills with well-developed verbal and written business English communication skills.
• Possess a genuine desire to support business users with different levels of technical knowledge. You will be confident working with all ranges from junior staff to executives & VIP\'s.
• Confidence in managing and leading global incident management conference calls ensuring that the right resources and skills are engaged to resolve issues. (Major Incident Management Experience)

• Flexibility to work between the local hours of 9 am - 9 pm.
• Application support experience (Ideally with experience of real-time financial / commodity exchange platforms and trade floor support strongly preferred)

Basic requirements:

• Experience providing application support to end users both in person, remotely, via IM, phone and email.

• Windows 10, Windows 11 & MacOS desktop OS and general application support.
• Microsoft Office / Office 365 especially Excel (Macros, Worksheets and add-ins) & Sharepoint
• Understanding of supporting browser based applications and debugging (JRE, Chrome, IE, Firefox, HTML, HTML5, XML, Javascript)
• Basic Knowledge of troubleshooting & supporting applications running on Linux & Windows server OS applications (view processes, search logs etc)

• Basic knowledge of SQL Query language
• Appreciation of infrastructure concepts related to distributed applications (Load balancers, Networking. Firewall, NAT, Virtual servers)
• Understanding of various networking protocols, TCP/IP, HTTP(S), SSL, WWW, JMS, FTP, Telnet, DNS, DHCP, VNC, RDP, NAT, SMTP
• Exposure to industry standard ITSM tools to monitor and track Incidents, Problem, Change, Requests (ServiceNow strongly preferred)
• Familiar with performing system & application health checks

Preferred (Highly beneficial):

• Familiar with configuring application alerts and monitoring on best inbreed systems (any of Nagios / Naemon / Centreon, Dotcom, Splunk, AppDynamics, Sumologic preferred)
• Good understanding of ITIL methodology (ITIL certifications foundation or above preferred) with proven operational experience in previous roles
• Experiencing using AWS cloud console and associated AWS cloud services (any AWS qualifications preferred)
• Experience troubleshooting using tools such as Putty, RDP, SSH, WinSCP, MySql Query Browser, Oracle SQL Developer

Preferred (Beneficial):

• Any experience supporting batch jobs (Autosys)
• Any knowledge of scripting languages (JScript and JavaScript DOS, VBScript, Pearl, Python, Powershell or shell script)
• Webservers Windows IIS & Linux apache, Tomcat and Weblogic (preferred)

• Any exposure to supporting API\'s (REST, SOAP, JSON-RPC, XML-RPC, Kong API Gateway)

About S&P Global Commodity Insights
At S&P Global Commodity Insights, our complete view of global energy and commodities markets enables our customers to make decisions with conviction and create long-term, sustainable value.We\'re a trusted connector that brings together thought leaders, market participants, governments, and regulators to co-create solutions that lead to progress. Vital to navigating Energy Transition, S&P Global Commodity Insights\' coverage includes oil and gas, power, chemicals, metals, agriculture and shipping.S&P Global Commodity Insights is a division of S&P Global (NYSE: SPGI). S&P Global is the world\'s foremost provider of credit ratings, benchmarks, analytics and workflow solutions in the global capital, commodity and automotive markets. With every one of our offerings, we help many of the world\'s leading organizations navigate the economic landscape so they can plan for tomorrow, today.For more information, visit .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\xc2\xae, 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, PartnershipAt 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: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 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: and your request will be forwarded to the appropriate person.US Candidates Only: The EEO is the Law Poster describes discrimination protections under federal law.20 - Professional (EEO-2 Job Categories-United States of America), IFTECH202.1 - Middle Professional Tier I (EEO Job Group)Job ID: 288037
Posted On: 2024-03-22
Location: Penang-Jalan, Pulau Pinang (Penang), Malaysia

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