Pas Appops

**About the Role**:
**Grade Level (for internal use)**: 09
Application Technical Support Analyst (FTE - Malaysia - Penang based)

**Grade ( relevant for internal applicants only )**: 9

**The Location**: FTE - Malaysia - Penang based

**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.

**Responsibilities**:
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.
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**:
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**:
Microsoft Office / Office 365 especially Excel (Macros, Worksheets and add-ins) & Sharepoint
Basic knowledge of SQL Query language
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)

**Preferred (Highly beneficial)**:
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.

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 indi