Production Support Manager

S&P Global
London, United Kingdom
01 Mar 2023
17 Mar 2023
Job Function
Industry Sector
Finance - General
Employment Type
Full Time
The Team:

Our Digital Investor Relations team believes that happy people collaborating is key to our success. Therefore, our program is built on a foundation of mutual respect, empowerment, and adaptability. We take pride in each team member's accountability and responsibility, and we put the success of our individuals first, because we know that their success will create success for our program. We welcome humor, confidence, individuality, and imagination because we know what makes you unique will help us solve the unique problems of our team, business, and clients. Our team manages an operating system of digital products supporting the Investor Relations community in their core IR workflows and enabling the efforts of our internal advisory business. Together, we enable over 2K Global Corporates to manage their engagement with the investment community.

What's in it for you:
  • Our team culture prides itself on inclusivity and empowerment, we want everyone to feel seen and heard at work.
  • You will have the opportunity of exposure to senior leadership and mentors to help identify and nurture your unique skills and talent.
  • At S&P Global we have a global footprint of over 34k colleagues, which creates incredible opportunities for future growth within and outside of our team.
  • You will be collaborating with an international team, operating in over 10 countries.
The Impact

We are defining this new role as team members continue to grow and we mature as a program. The Product Support Manager for S&P Global Market Intelligence's Investor Relations program will report into the Head of Product and work alongside a team of experienced Product Managers in an Agile framework.

The Product Support Manager will play a leadership role for several teams: our existing technical support team, our newly created Resilience Operations team, and indirectly the additional scrum teams across our Program. You will also work closely with Product Leadership to understand business objectives and projects in motion. You will become familiar with our offerings, our users, and the workflows we create to make them successful.

You will be responsible for managing a team of support engineers who are second level support to client requests. Together you will coordinate with other teams and leaders across the organization to ensure we are meeting our operating goals and our users are receiving a best-in-class support experience. This includes developing a strong partnership with our Client Services team to manage internal and external support requirements. The Product Support Manager will be responsible for leading and implementing the structure of our support model going forward, as we retire legacy products and increase usage across our next generation products.
As a leader to the Resilience Operations team, you will partner with a Site Reliability Engineer and Product Owner to analyze our platforms' support needs and provide strategic direction and prioritization guidance across the organization. In this capacity you will also work closely with Test Leadership to advise on gaps in our platforms' operations and with other members of the Digital leadership team to ensure the smooth operation and availability of our entire digital ecosystem.

The ideal candidate for this role will have a solid understanding of web application infrastructure and operations, experience managing teams, excellent collaboration, and leadership skills.

  • Advising Product Leadership in our organization's processes and operations to identify gaps, inefficiencies, or other opportunities for growth and driving platform support and stability improvements forward
  • Managing and mentoring a team of product support engineers: This includes setting goals, providing guidance and training, monitoring performance, and conducting performance evaluations
  • Ensuring the availability and performance of the web applications: This includes monitoring and troubleshooting issues, managing incident response processes, and ensuring preventative measures are implemented to avoid future outages
  • Managing organizational incident response processes: This includes understanding the existing process and recommending improvements
  • Coordinating with Product Operations, Product Managers, and Technology Managers: This includes working closely with these teams to understand their needs and ensure the current and future stability of the platform
  • Implementing processes and procedures: This includes developing and implementing processes and procedures to improve the reliability and availability of the web application
  • Leveraging your knowledge of our Digital footprint to manage and respond to technical queries from prospective clients to support new business generation
  • Continuously improving the support process: This includes monitoring service levels, analyzing data, and identifying areas for improvement
What we look for
  • Experience in Technology, Computer Science, Engineering, or other related background
  • Experience working in a technical support or customer support role
  • Experience and comfort facilitating large discussions and leading stakeholders to consensus
  • Experience managing or a drive to manage people for growth and career development
  • Technical savvy: a background in product management, IT service management, or a related field is a plus
  • Familiarity with the software development lifecycle
  • Comfort with database concepts; familiarity with SQL or other querying languages, and Splunk, Datalog, or other monitoring or analytical tools is a plus
  • Ability to effectively communicate technical information to both technical and non-technical teams
  • Ability to highlight and manage risks up and down the project chain
  • Natural curiosity with strong analytical ability to understand and solve problems

Equal Opportunity Employer
S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment.

If you need an accommodation during the application process due to a disability, please send an email to: and your request will be forwarded to the appropriate person.

US Candidates Only: The EEO is the Law Poster describes discrimination protections under federal law.


20 - Professional (EEO-2 Job Categories-United States of America), PDMGDV202.1 - Middle Professional Tier I (EEO Job Group), SWP Priority - Ratings - (Strategic Workforce Planning)

Job ID: R29099
Posted On: 2023-03-08
Location: London, London, United Kingdom
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