The Tier 2 team conducts investigation of incoming issues to determine resolution or assignment appropriate internal teams. Tier 2 will also be the escalation manager for third party data issues. Tier 2 team members must be able to multitask across systems and applications, analyze and resolve a variety of complex technical issues through a thorough understanding of Markit Digital’s products and offerings. The Tier 2 team is focused on ensuring our customers have properly working systems, and to do that must have the ability to diagnose, resolve and drive incident resolution for all clients and products.

Duties & accountabilities:

• Find solutions for client incidents through the use of internal tools, code reviews and interaction with internal technical teams and engineers
• Deep review and assessment of associated tasks, code, underlying databases and components for each incoming client incident
• Monitor application and feed processing tools and respond and escalate failures
• Trend analysis to identify patterns or repeat incidents on high volume of incidents
• Ensure software releases are production ready by collaborating with software engineers and product owners to create, update and maintain proper documentation on initial and subsequent releases
• Continuously drive service quality improvements by undertaking thorough root cause analysis and leading corrective actions directly and as part of the release cycle
• Manage third party data vendor escalations and updates via phone and email interactions
• Maintain an accurate record of activities using JIRA; ensuring detailed and accurate entries

Education and experience:

• Minimum two years of professional troubleshooting experience
• Proven technical ability in solving problems with both hardware and software. Experience in several of the following areas: ASP.Net, C#, Javascript, Networking (IP, routers/firewalls), SQL, relational databases, HTML
• Excellent understanding of the technical fundamentals of the Internet
• Background in the financial markets is a plus, especially exposure to the wide range of tradable instruments outside of common stocks
• Experience communicating with clients on production incidents
• Incident Management experience in technical or web hosting environment preferred
• Working knowledge of monitoring platforms and applications preferred
• Familiarity with ITIL preferred
• Bachelor’s degree preferred
• Ability to be data oriented and analytical in tasks
   

Personal competencies:

• Ability and desire to take initiative
• Resourceful, detail oriented and organized
• Excellent time management skills
• Able to multi-task and prioritize efficiently and effectively
• Ability to work under pressure and time constraints
• Stress resilience; ability to think constructively in a crisis situation
• Attention to detail, accuracy and overall quality
• Strong client focus

We are proud to be an EEO/AA employer M/F/Disability/Veterans. Please refer to the EEO is the Law Poster & Supplement, Right to Work and Pay Transparency Policy.  IHS Markit is a participant in E-Verify (see links below).  We maintain a drug-free workplace and perform pre-employment drug testing.