ITSM Officer

Overview

Job Overview

The Role: ITSM Officer

The Team: ITSM team is a global team that provides co-ordination across the suite of Osttra products for ITSM processes. The team works closely with a highly competent tech and business to ensure incidents, changes and problems are adhered to as per market standards. Our work helps ensure that Osttra are providing a high-quality service and maintaining client satisfaction.

The Impact: Together, we build, support, protect and manage high-performance, resilient platforms that process more than 100 million messages a day. Our services are vital to automated trade processing around the globe, managing peak volumes and working with our customers and regulators to ensure the efficient settlement of trades and effective operation of global capital markets

What’s in it for you: Osttra is seeking an individual to join the Osttra IM Team. The role encompasses managing incidents, changes and problems for Osttra products. This person will report to an ITSM Lead and work with an experienced global team to contribute to the quality of our support.

This role presents an excellent opportunity to be part of an newly built IM team, collaborating with colleagues across multiple regions globally, with a strong focus on delivering value through self-service.

Responsibilities

• Responsible for delivery of Major Incident Management and effective management of all High Severity Incidents.

• Candidate with 6-8 years of experience in ITIL Incident, Change and Problem Management processes. This Role requires a combination of Incident, Change and Problem Management expertise.

• Good knowledge of CMDB and Asset Management System.

• Should understand complex business processes and identify opportunities for improvement.

• ITIL / SIAM latest framework versions knowledge and operational experience in Incident Management, Problem Management & Change Management.

• Worked as Major Incident Manager and coordinating tasks during major incident. Work with Problem Manager and review Change Management process to avoid same or major incident from taking place.

• Ensure effective recovery of service from the start of incident to ensure most effective path to recovery, ensure all appropriate teams are continuously marshalled and actions are decisively directed/ coordinated across recovery teams.

• Performs incidents trend analysis, create problem ticket for recurring incidents, work with stakeholders to drive reduction in repeated incidents etc.

• Drive PIR calls, Create and publish PIR report and minimizing the impact of incidents in the future or to prevent it entirely when possible.

• Managed cross tower incidents and complex problems.

• Well versed with various problem-solving techniques like Pareto, 5 Whys, Fish-Bone etc.

• Good understanding of Service Desk Operations, Escalation Management Stakeholder Management experience including different (ServiceNow, JIRA and Salesforce) Ticketing tools knowledge

• Good Communication skills – Verbal and Written along with Excel reporting knowledge

• Good Understanding of Application, infrastructure towers and internal services as well as external service quality.

• Good to have financial industry (Securities Processing) knowledge.

Requirements

• University graduate or equivalent with background of bachelor’s in computer science or mathematics equivalent.

• Be flexible regarding working hours(APAC/EMEA/AMER) including weekends and public holidays.

• This Role is Work from Office / Hybrid model (Based on the need).

The Location: Gurgaon, India

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. OSTTRA has perks for your partners and little ones, too, with some

• best-in class benefits for families.

About OSTTRA

Launched in 2021, OSTTRA unites four businesses that have been at the heart of post-trade evolution and innovation for over 20 years: MarkitServ, Traiana, TriOptima and Reset.

With an outstanding track record of developing and supporting critical market infrastructure, our combined network connects thousands of market participants to streamline end to end workflows – from trade capture at the point of execution, through portfolio optimisation, to clearing and settlement.

Joining the OSTTRA team is a unique opportunity to help build a bold new business with an outstanding heritage in financial technology, playing a central role in supporting global financial markets. Learn more at www.osttra.com.