IT Service Manager

About the Role Grade Level (for internal use): 12 S&P Global Market Intelligence The role: Manager, IT Service Operations The Location: NYC (hybrid 2 days per week onsite) We are seeking an experienced and highly motivated Global Fixed Income Service Management Technical Manager with a minimum of 12 years of experience to lead the application support and cloud operations function for Fixed Income platforms within the Markets division of Enterprise Solutions. This role is primarily based in New York City. The role is responsible for overseeing global 2nd line application support, cloud infrastructure operations, platform stability, incident response and tracking, and operational governance across multiple business‑critical Fixed Income platforms. The successful candidate will lead a global Service Management organization supporting highly available, real‑time trading and workflow applications utilized by financial institutions worldwide. This individual will work closely with stakeholders from Product, Development, Client Success, and senior Technology leadership to ensure operational excellence, platform stability, and continuous improvement of support processes and technology operations. This role requires a strong technical leader with deep operational experience in cloud technologies, application support, incident response and tracking, stakeholder coordination, and team leadership within a fast‑paced financial technology environment. Key Management Responsibilities Lead and manage a global Service Management team across multiple regions and time zones, including application support operations, escalation management, workforce planning, and operational governance. Drive operational excellence and platform stability across mission‑critical Fixed Income applications and cloud infrastructure environments. Partner closely with Architecture, Product, Development, Client Success, and senior Technology leadership to ensure efficient and reliable service delivery. Establish and promote a culture of accountability, collaboration, continuous improvement, operational discipline, and client focus. Lead major Incident response and tracking activities, including driving incident, executive communication, client coordination, root cause analysis, and remediation planning. Oversee release readiness, production change governance, deployment risk assessment, and business continuity planning. Drive proactive monitoring, observability, automation, and AI‑driven operational initiatives to improve platform reliability and reduce operational risk. Manage all aspects of team leadership including recruitment, performance management, employee development, mentoring, training, and succession planning. Conduct service reviews with internal stakeholders and business partners to identify operational gaps, process improvements, and strategic enhancements. Ensure support teams maintain high‑quality operational documentation, knowledge management, and standard operating procedures. Duties & Responsibilities Own and manage application support activities including Incident response and tracking, Change Management, and Business Continuity processes. Provide leadership during critical production incidents and coordinate cross‑functional teams to restore services in a timely manner. Ensure timely escalation, communication, and resolution of production issues while minimizing client impact. Provide advanced technical leadership for complex applications, infrastructure, and integration issues across distributed cloud environments. Collaborate with Development teams on defect analysis, root cause investigations, and long‑term remediation planning. Coordinate with Product and Delivery teams to ensure operational readiness for new platform features, enhancements, and releases. Lead initiatives focused on proactive AWS infrastructure monitoring, application performance optimization, capacity planning, and operational resiliency. Utilize AWS‑native services including CloudWatch, ECS, ALB, RDS, Route53 and other monitoring technologies to improve operational visibility and automation. Drive observability initiatives using tools such as Splunk Cloud, Splunk Observability, and CloudWatch. Promote adoption of AI and automation technologies to enhance operational efficiency, predictive alerting, anomaly detection, incident prevention, and reporting automation. Ensure operational compliance with internal audit, security, vulnerability remediation, and regulatory requirements. Maintain strong engagement with internal stakeholders and external clients to ensure high‑quality support and operational transparency. Key Areas of the Team's Responsibilities 24x7 monitoring and operational support of business‑critical Fixed Income platforms and cloud infrastructure. Issue triage, impact assessment, escalation management, and resolution coordination. Ownership and coordination of application incidents requiring Development, Infrastructure, or Change Management activities. Active communication management during production incidents and client‑impacting events. Support responsibilities including infrastructure management, application troubleshooting, data corrections, user support, and technical investigations. Monitoring application alerts, batch processing, infrastructure health, system capacity, and performance KPIs. Creation and ownership of operational change requests and application support procedures. Collaboration with Functional and Technical teams to support future business and technology initiatives. Knowledge sharing, documentation maintenance, and continuous process improvement across the global team. Delivery of services aligned with agreed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs). Education and Hand on experience required Minimum 12 years of experience in Application Support, Production Operations, or Service Management within enterprise technology environments. Proven leadership experience managing global technical support or production operations teams. Strong understanding of ITIL processes including Incident, Problem, Change, and Release Management. Strong experience supporting mission‑critical financial systems in high‑availability environments. Hands‑on experience with AWS cloud technologies and microservices‑based architecture. Strong technical knowledge of distributed applications, APIs, cloud infrastructure, and enterprise support operations. Working proficiency in SQL and relational databases, including stored procedures, performance analysis, and complex queries. Experience working with Linux and Windows operating systems. Scripting or automation experience using Python, Shell, PowerShell, or similar technologies is highly desirable. Experience with observability and monitoring platforms such as Splunk Enterprise, Splunk Observability, CloudWatch, Dotcom, Elasticsearch, Grafana, or similar tools. Strong understanding of SDLC methodologies, Agile development practices, and software release processes. Experience driving operational automation, AI‑driven support initiatives, or predictive monitoring solutions is highly desirable. Prior experience supporting Fixed Income, Capital Markets, Investment Banking, or Financial Services platforms is strongly preferred. Excellent communication, stakeholder management, leadership, and crisis management skills. Bachelor’s degree in computer science, Engineering, Information Technology, or related discipline. Preferred Technical Skills AWS (ECS, EC2, RDS, ALB, CloudWatch, Route53, Lambda) Docker / Containerized environments Splunk Cloud & Splunk Observability CloudWatch and infrastructure monitoring platforms Python / Shell Scripting / PowerShell SQL / Oracle / RDBMS technologies Incident Management & ITIL processes Monitoring, observability, and performance analysis platforms AI‑driven operational tooling and automation Application support within Financial Markets / Capital Markets environments Experience supporting distributed cloud‑native and microservices‑based applications Right to work requirements: This role is open only for candidates with indefinite right to work within the USA. Compensation/Benefits Information (US Applicants Only) S&P Global states that the anticipated base salary range for this position is $130,000 - $165,000. Final base salary for this role will be based on the individual’s geographical location as well as experience and qualifications for the role. In addition to base compensation, this role is eligible for an annual incentive plan. This role is not eligible for additional compensation such as an annual incentive bonus or sales commission plan. This role is eligible to receive additional S&P Global benefits. For more information on the benefits we provide to our employees, please. 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 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 Benefits 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. 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. 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:View email address on click.appcast.io your request will be forwarded to the appropriate person. US Candidates Only: Know Your Rights: Workplace discrimination is illegal. S&P Global enables businesses, governments, and individuals with trusted data, expertise and technology to make decisions with conviction. We are Advancing Essential Intelligence through world-leading benchmarks, data, and insights that customers need in order to plan confidently, act decisively, and thrive in a rapidly changing global landscape. From helping our customers assess new investments across the capital and commodities markets to navigating the energy expansion, acceleration of artificial intelligence, and evolution of public and private markets, we enable the world’s leading organizations to unlock opportunities, solve challenges, and plan for tomorrow - today. #J-18808-Ljbffr