Service Management Team Engineer

S&P Global • Raleigh, NC

15h

About The Position

The Cappitech TechOps team operates as a globally distributed group of technical problem-solvers dedicated to maintaining world-class service excellence for regulatory technology solutions. As part of a 24x5 follow-the-sun support model, the team values proactive collaboration, technical innovation, and exceptional customer experience while ensuring regulatory compliance for leading financial institutions worldwide. This dynamic environment emphasizes continuous learning, automation-driven efficiency, and the empowerment of each team member to make impactful decisions in mission-critical situations.

Requirements

• 2+ years of professional experience in technical support, service management, or related IT operations roles
• Bachelor's degree in Computer Science, Engineering, or equivalent work experience
• Strong technical proficiency with Linux/Unix systems, SQL databases (such as PostgreSQL, MySQL, or Oracle), and scripting languages including Python, Shell, or Perl
• Experience with cloud platforms such as AWS, Azure, including services like compute instances, databases, and monitoring tools
• Hands-on experience with monitoring and observability platforms such as Splunk,, CloudWatch, or similar tools and ticketing systems like JIRA, ServiceNow, or equivalent
• Ability to work flexible schedules including 24x5 support rotations, weekend coverage, and on-call responsibilities as required
• Strong analytical and troubleshooting capabilities with attention to detail
• Excellent written and verbal communication skills for client-facing interactions
• Ability to work independently while collaborating effectively across global teams
• Customer service mindset with ability to remain calm under pressure during critical incidents

Nice To Haves

• Financial services experience with knowledge of OTC derivatives regulatory reporting frameworks (such as EMIR, MiFID, SFTR, or similar regulations)
• Advanced automation experience using workflow automation tools like Microsoft Power Automate or similar platforms, combined with API integration capabilities
• Experience with containerization technologies (such as Docker, Podman, or containerd) and orchestration platforms such like: Kubernetes, Docker Swarm, or OpenShift, and CI/CD pipeline tools like GitHub
• Experience with cloud platforms such as AWS or Azure
• ITIL or similar service management framework certification with demonstrated experience in incident, problem, and change management processes

Responsibilities

• Provide L2 technical support and incident management for production and UAT environments, owning complex incident resolution from escalation through to closure while meeting defined SLAs
• Deliver 24x5 global support coverage including weekend and on-call responsibilities to ensure regulatory reporting continuity for global financial services clients
• Design and implement automation solutions to reduce manual operational work, improve MTTR, and enhance operational resilience using scripting and workflow automation tools
• Monitor and maintain high-availability cloud platforms by building dashboards, configuring alerts, and proactively identifying performance trends and availability risks
• Act as trusted technical contact for global clients managing regulatory reporting queries, data validation issues, and providing clear communication during escalations
• Support change and release management processes including disaster recovery testing, deployment coordination, and ensuring operational readiness for new releases

Benefits

• Health care coverage designed for the mind and body.
• Generous time off helps keep you energized for your time on.
• Access a wealth of resources to grow your career and learn valuable new skills.
• Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.
• Perks for your partners and little ones, too, with some best-in class benefits for families.
• From retail discounts to referral incentive awards—small perks can make a big difference.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree