The role requires a strong understanding of the SLA’ s and Service Management with deep hands on skills in the processes involving (i.e. Incident, Problem, Change, and Release Management). The role acts as a liaison and key enabler between Business, Product, vendors, and our client support team, and IT Services, Application Security & Compliance, Development etc.), ensuring systems continue running the Business operations flawlessly. Experience in Cloud operations is desirable.

Primary responsibilities:

SLA (Service Level Agreement):

• The incumbent will develop and maintain SLM charter, process definition, procedures, standards, and training materials ensuring no technical or business knowledge gaps.

• Responsible for SLA/contract negotiation and drafting SLAs, developing and maintaining current and up to date Service Level Management Catalog working with Technical application domain owners, application support teams, business owners and legal for alignment.

• Establish audit criteria and directs the Service Level Management team in the gathering, analysis, and measurement of SLM process related data, as well as the distribution of all audit results, measurements, metrics and scorecards to promote proper adherence to process requirements.

• Develop and maintain automated environment that will be used to create standard performance reports for use in management and reporting of customer Service Levels. Develop and deliver custom ad-hoc reports to various parts of the enterprise.

• Execute data extract, data manipulation, data analysis for the reporting framework and ensuring all critical documentation are relevant organized and maintained to a high standard of quality and accuracy.

• Create and administer processes to facilitate continual process improvements and evolution as relates to Service Level Management such as automated reporting and Champion for Service Level Management best practices.

• Ensures that the customer's current and future Service requirements are identified, understood and documented in SLAs and SLOSs.

• Negotiates and agrees on the levels of Service to be delivered with the customer (either internal or external); formally documenting these levels of Service in SLAs.

  Critical Incident Management:

• Create Management and Executive level communications related to technology incidents.

• Create Management and Executive level alerts, reports and dashboards related to technology incidents.

• Train existing staff on communication best practices and standards.

• Develop communication and training materials, as well as organizing, facilitating, and conducting training via webinars, as needed.

• Partner with support partners, business leads and management teams to develop a consistent message related to incidents.

• Create, review/proofread content and format communications appropriately for an audience of business senior management and stakeholders.

• Meet with application owners, application developers and analysts, coding staff and the like to determine business needs and functionalities desired for target application.

  Processes Management:

• Ensures and promotes ITIL4 best practices for Incident, Problem, Change, Release management within IS and Service Providers.

• Collaborates in Support Processes and Tools definition, implementation, and monitoring.

• Collaboratively seeks Continuous Improvement, simplification, and harmonization of IS processes across regions, ensuring benefits are delivered.

  Support Dashboard:

• Seeks regular feedback and interaction with region's Key Service Stakeholders.

• Collaborates with global teams in Dashboard definition and changes.

• Security & Compliance Management.

• Ensures/promotes SOX guidelines accomplishment (Change Management)

  Education / Certifications:

• Bachelor's Degree in Technology, Engineering or equivalent required

• Certifications in ITIL 4 required

• Experience in relevant Cloud technologies.

Minimum Experience:

• 6 – 8+ years of related experience in L2 application support

Specialized Knowledge & Skills:

• Primarily focus on 24x7x365 eyes-on-glass monitoring, alerting, requests, and troubleshooting

• Azure knowledge/experience

• Experience in SQL query – any database

• Experience in visualization tools – Power BI or tableau, or similar tools

• Development background

• Hands on exp – JIRA, SharePoint, confluence, ServiceNow, GitHub.

• Basic scripting – Shell and python.

• Hands on exp in JAVA coding best practices.

• Alert verification and validation of false positives in alignment with SOPs

• Performing daily system monitoring, verifying the integrity and availability of cloud infrastructure, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups, live data feeds, and batch processing

• Sending internal and external communications for scheduled maintenance and high-priority major incidents

• Triaging all support requests and performing preliminary investigation for all reported issues

• Attempting to provide first-call resolution for all reported issues by researching documentation and knowledge base

• Performing root cause analysis (RCA) and drafting customer-facing summary of events and preventative measures

• Escalating to second-tier support per incident management process, ensuring adherence to SLAs

• Setting up bridge calls with the appropriate teams for major incidents

• Participating in 24/7 technical support coverage across the cloud datacenter environment and applications

• Drive automation for repetitive tasks to build efficiency and ensure consistent delivery

• Participate in internal projects to deploy new tools or features

• Write knowledge base articles and runbooks for commonly asked questions or frequently reported issues

• Apply analytical skills to assist in the resolution of complex, time-sensitive issues or escalate when necessary with a sense of accountability and sound personal judgment

• Work natively in a mixed Windows/Linux environment and fully comprehend hybrid architectures

• Perform tasks by executing runbooks and communicating to stakeholders

• Work in an operational support role with flexible shifts and schedules including weekends and holidays

  Benefits:

  · Group Health Insurance Policy (covering self and family)

  · Group Life insurance/accident policy

  · Generous long-service awards

  · New Baby gift

  About Us

  RELX is a global provider of information-based analytics and decision tools for professional and business customers. We help scientists make new discoveries, doctors and nurses improve the lives of patients and lawyers win cases. We prevent online fraud and money laundering and help insurance companies evaluate and predict risk. Our events enable customers to learn about markets, source products and complete transactions. In short, we enable our customers to make better decisions, get better results and be more productive. The Group serves customers in more than 180 countries and has offices in about 40 countries. It employs over 33,000 people, of which around 1/4th are technologists.

  We want RELX to be a great place to work, where our employees feel valued, have equal opportunities and benefit from pay equality, regardless of their gender, gender identity, national origin, race, ethnicity, religion, sexual orientation, age or disability status. Inclusion and diversity are important to our future. We need the engagement of people from a wide range of backgrounds, experiences and ideas to achieve real innovation for our customers around the world.

About LexisNexis Risk Solutions

LexisNexis Risk Solutions Group is a portfolio of brands that span multiple industries providing customers with innovative technologies, information-based analytics and decision tools and data services. Our brands provide market-specific solutions that help our customers solve problems, make better decisions, stay compliant, reduce risk and improve their operations.

Serving customers in more than 180 countries, we employ approximately 9,700 people. We are part of RELX, a global provider of information and analytics for professional and business customers. We have offices in 24 countries around the world.

Apply today, or to learn more about opportunities with LexisNexis Risk Solutions or RELX Global, join us here:

https://risk.lexisnexis.com/group/careers

www.relx.com/careers/join-us

At LexisNexis Risk Solutions, having diverse employees with different perspectives is key to creating innovative new products for our global customers. We have 30 diversity employee networks globally and prioritize inclusive leadership and equitable processes as part of our culture. Our aim is for every employee to be the best version of themselves. We would actively welcome applications from candidates of diverse backgrounds and underrepresented groups.

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

Please read our Candidate Privacy Policy (https://www.relx.com/careers/join-us/privacy) .

RELX is a global provider of information and analytics for professional and business customers across industries.

We help scientists make new discoveries, lawyers win cases, doctors save lives and insurance companies offer customers lower prices. We save taxpayers and consumers money by preventing fraud and help executives forge commercial relationships with their clients.

In short, we enable our customers to make better decisions, get better results and be more productive.