Job Description

Application 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 ): 9 The Location : FTE - Malaysia - Penang based The 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 \'Market on Close\' 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) 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: [HIDDEN TEXT] and your request will be forwarded to the appropriate person. US Candidates Only: The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law. 203 - Entry Professional (EEO Job Group) (inactive), 20 - Professional (EEO-2 Job Categories-United States of America), IFTECH202.1 - Middle Professional Tier I (EEO Job Group) Job ID: 288037 Posted On: 2023-08-09 Location: Penang-Jalan, Pulau Pinang (Penang), Malaysia

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