IHS Markit Tier 1 Support Lead in Boulder, Colorado
What we do:
We design, develop, and host data-rich, full-featured, high-traffic web and mobile applications for financial institutions, brokerages, and media clients. The Markit Digital Client Operations Team is responsible for providing leadership and direction to ad-hoc technical resources to ensure the successful investigation and resolution of all production or client impactful incidents.
What you'll do:
As a manager in the Client Operations Team, you are responsible for coaching members of the Tier 1 Support team to ensure the stability of our production environments. This role is also a client-facing role that will lead and encourage the team to excel in customer service supporting our client values in all interactions.
Serve as line manager, mentor, and coach for Client Operations Team members
Drive continual improvements in the support process, overall production quality, and innovation
Oversee team staffing, ensuring that the correct skill sets and personalities are represented in order to maximize team effectiveness
Demonstrate team value to the business through both the definition and measurement of quarterly objectives
Collaborate with all members of the Client Operations Team to ensure an effective support environment for our clients
Act in the Tier 1 Support team role which is our frontline team monitoring and maintaining all aspects of our hosting infrastructure
Define and improve processes related to the support out our clients and the supporting environments
Create and share metrics and reporting that highlight support workloads, trends and concerns
How you'll do it:
Be an exceptional coach and mentor leveraging your 2+ years managing high-performing, technical, customer-facing teams
Build strong bonds with employees to foster open, honest and candid communication
Excellent communications both written and verbally
Measure team Health, Maturity, Performance
Think strategically, as well as, execute tactically
Satisfy your natural craving for problem solving by finding new and innovative processes to keep our clients stable
Skills and Experience:
Minimum four years of incident management with client facing experience in technical or web hosting environment
Experience communicating with clients on production issues
Experience with Jira or similar ticketing platforms
Experience with monitoring platforms and aggregation systems
General knowledge of networking and software technologies related to web site hosting
Financial markets knowledge or interest
ITIL Certification a plus
Ability to cover on call shifts, including weekends and after hours
This position is not eligible for relocation assistance or visa sponsorship at this time.
IHS Markit is committed to providing equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by the laws and regulations in any of our locations.
We are proud to provide reasonable accommodations to applicants with disabilities. If you are interested in applying for employment with IHS Markit and need special assistance or an accommodation to use our website or to apply for a position, please contact or call +1 212 849 0399. Determination on requests for reasonable accommodation are considered on a case-by-case basis. This contact information (email and phone) is intended for application assistance and accommodation requests only. We are unable to accept resumes or provide information about application status through the phone number or email address above. Resumes are only accepted through the online application process, and only qualified candidates will receive consideration and follow-up.
IHS Markit maintains a substance-free workplace; employees may be asked to submit to a drug test (where permitted by law). In addition, as a federal contractor in the United States, the company participates in the E-Verify Program to confirm eligibility to work.
For information please click on the following links:
IHS Markit Business Code of ConductRight to WorkEEO is the LawEEO is the Law SupplementPay Transparency Statement
If you are currently employed by IHS Markit, please apply internally via the Workday internal careers site.
IHS Markit harnesses deep sources of information, analytics and expertise to forge solutions for the industries and markets that drive global economies. Our company partners with clients in business, finance and government to provide the unrivaled insights and perspectives that lead to well-informed, confident decisions. We call this The New Intelligence. IHS Markit serves more than 50,000 key customers in more than 140 countries, including 80 percent of the Fortune Global 500. We help decision makers apply higher-level thinking to daily tasks and strategic issues across a host of industries and disciplines including energy, finance, automotive, engineering, technology, maritime and trade, aerospace and defense, chemical, and economics and country risk.
Headquartered in London, IHS Markit (NYSE: INFO) is committed to sustainable, profitable growth.