About the Role:
Grade Level (for internal use):
10
The Customer Solutions Incident Specialist plays a key role in managing and resolving major client-facing incidents to ensure operational stability and superior customer satisfaction. You will act as the central point of contact for incident reporting, escalation, communication, and resolution, collaborating across teams to address issues efficiently and minimize business impact.
The Team:
The CS Incident Management Team is a dedicated group responsible for overseeing, managing, and resolving incidents that impact the overall customer experience. The team acts as the central point of coordination during incidents, working closely with cross-functional teams such as Technology, Operations, and Product Management to investigate and resolve issues effectively.
The Impact:
The Incident Specialist is pivotal in ensuring operational efficiency and maintaining client satisfaction and trust. This position involves coordinating prompt and effective responses to incidents to minimize disruptions, reduce business impact, and ensure service reliability. Through clear and transparent communication, the Incident Manager keeps clients informed and reassured during critical situations. This role is essential for building strong client relationships, aligning incident management practices with organizational objectives, and enhancing the overall customer experience, making it a key contributor to the organization’s long-term success.
What's in it for you:
Become a key support partner for the global CX organization of S&P Global Energy, commodities division of a Fortune 500 company.
Directly interact and collaborate with global stakeholders based on your regional assignment, spanning our main offices in Singapore, London, New York, and Houston, as well as satellite offices in dozens of other cities.
Well-defined workflows combined with evolving priorities enable you to strike a healthy work-life balance while supporting continuous growth.
Develop expertise and knowledge, positioning you well for a variety of future roles in Client Experience, as well as broader Commercial Operations and Technology functions.
Responsibilities:
Lead the end-to-end incident management process for Customer Experience.
Clearly and concisely communicate the status, resolution, and impact of incidents to internal stakeholders.
Facilitate timely communication with customers to help manage their experience using our communication tool.
Coordinate rapid-response teams to investigate and resolve high-priority incidents.
Partner with service delivery teams to optimize processes and tools for incident management.
Monitor incident trends and suggest proactive measures to reduce recurrence.
Go beyond routine incident handling, with responsibilities including, but not limited to, the seamless execution of migration initiatives and driving retention efforts.
What We’re Looking For:
An S&P Global employee at this level would typically have 3+ years of experience in IT service management, with a focus on Incident Management.
Proven experience in resolving major incidents, with the ability to lead through influence, work calmly and systematically under pressure, and collaborate effectively with colleagues to achieve the best outcomes for the business and customers.
Exceptional written and verbal communication skills, with the ability to communicate effectively with both technical and non-technical stakeholders.
Relevant experience in application support.
ITIL v3 or ITIL 4 Foundation certification is preferred.
Experience with service management tools (e.g., ServiceNow, Salesforce, BMC Remedy).
Technology-related analytical and troubleshooting skills, including Root Cause Analysis, Troubleshooting, and Diagnostics.
About S&P Global Energy
At S&P Global Energy, our comprehensive view of global energy and commodities markets enables our customers to make superior decisions and create long-term, sustainable value. Our four core…