SERVICE RELIABILITY ANALYST, GLOBAL COMMAND CENTER

Service Reliability Analyst, Global Command Center The Global Command Center (GCC) is a new technology team within the IT Service Management organization responsible for driving technology and business teams to address and prevent customer facing issues in Digital and Commercial suite of applications.
The Digital suite of applications consist of major SaaS providers such as, SAP and Salesforce as well as 3rd party applications, integrations, cloud infrastructure, and Thomson Reuters built applications that fall under the Digital product teams.
About the Role In this opportunity as Service Reliability Analyst, Global Command Center, you will.
Perform daily service checks, health evaluation of systems’ performance and capacity as assigned.
Provide diagnostics, troubleshooting, and quick/efficient resolution on all events/incidents Escalate / notify appropriate support staff via established procedures.
Document shift activity, facilitate and perform shift turnover.
Follow defined process to escalate Incidents to second level team.
Must be capable of writing technical reports.
Track and coordinate all incidents until resolution and identify probable causes of failures in the Infrastructure & Application related issues.
Recommend the possible solution / workaround to address the probable causes of failure.
Demonstrate ability to take ownership and manage all support cases via emails/Service Management tools.
Work with customer and support teams to ensure client satisfaction Follow the defined Major Incident Management process as appropriate Have the opportunity to interact with internal and global teams of all levels.
Initiate, coordinate, and at times lead recovery call for critical incidents Implement improvements to existing processes/procedures, ensuring performance targets are met.
About You You’re a fit for the role of Service Reliability Analyst, Global Command Center if your background includes.
2 to 3 years of supporting IT infrastructure, Application & Cloud Services.
1+ years of mandatory NOC experience in similar environment would be an added advantage.
1+ years of Windows, UNIX or Storage administration skills would be an added advantage.
Data Dog - Troubleshooting / Debugging tools Excellent communication skills, verbal and written (Should be able to communicate to global teams and senior management) Strong collaboration skills.
Service Now (preferrable) / Jira / Remedy Migration to AWS Cloud What’s in it For You? Hybrid Work Model.
We've adopted a flexible hybrid working environment for our office-based roles while delivering a seamless experience that is digitally and physically connected Wellbeing.
Comprehensive benefit plans; flexible and supportive benefits for work-life balance.
flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
Culture.
Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
Learning & Development.
LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.
Social Impact.
Eight employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.
Purpose Driven Work.
We have a superpower that we’ve never talked about with as much pride as we should – we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency.
Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
#LI-IL1 ¿Quieres formar parte de un equipo que ayuda a reinventar la forma en que trabajan los profesionales del conocimiento? ¿Qué tal un equipo que trabaja todos los días para crear un futuro más transparente, justo e inclusivo? En Thomson Reuters, hemos estado haciendo precisamente eso durante casi 160 años.
Nuestros productos y servicios líderes en la industria incluyen software y herramientas altamente especializados basados en información para profesionales legales, tributarios, contables y de cumplimiento, combinados con los servicios de noticias más globales del mundo.
Reuters.
Ayudamos a estos profesionales a hacer mejor su trabajo, dándoles más tiempo para centrarse en las cosas que más importan.
asesorar, defender, negociar, gobernar e informar.
Contamos con el talento de empleados en más de 70 países, donde todos tienen la oportunidad de contribuir y crecer profesionalmente en entornos de trabajo flexibles que celebran la diversidad y la inclusión.
En un momento en que la objetividad, la exactitud, la equidad y la transparencia están siendo atacadas, consideramos que es nuestro deber perseguirlas.
¿Suena emocionante? Únete a nosotros y ayude a dar forma a las industrias que hacen avanzar a la sociedad.
Accesibilidad Como empresa global, confiamos en la diversidad de culturas y pensamientos para alcanzar nuestros objetivos.
Para garantizar que podamos hacerlo, buscamos empleados talentosos y calificados en todas nuestras operaciones en todo el mundo, independientemente de su raza, color, sexo/género, incluido el embarazo, la identidad y expresión de género, el origen nacional, religión, orientación sexual, discapacidad, edad, estado civil, estado de ciudadano, estado de veterano o cualquier otra clasificación protegida según la ley aplicable.
Thomson Reuters se enorgullece de ser un empleador que ofrece igualdad de oportunidades de empleo y acción afirmativa y ofrece un lugar de trabajo libre de drogas.
También hacemos adaptaciones razonables para personas calificadas con discapacidades y para creencias religiosas sinceras de acuerdo con la ley aplicable.
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Podés encontrar más información sobre Thomson Reuters en thomsonreuters.
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Thomson Reuters proporciona a los profesionales la inteligencia, tecnologia y experiencia humana que necesitan para encontrar respuestas confiables.
Permitimos que los profesionales de los mercados financieros y de riesgos, legales, fiscales, contables y de medios de comunicacion, tomen las decisiones más importantes, todo ello impulsado por la organizacion de noticas más confiable del mundo.
Hear from one of our AI Experts, Shawn Malhotra, Thomson Reuters' Head of Engineering on the key components that go into innovating AI at Thomson Reuters.