Service Reliability Analyst
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 , you will:

• Analyzes customer problems of moderate complexity
• Assesses scope of impact
• Mitigates customer impact of issues and recommends and executes work arounds
• Identifies options for problem resolution and initiates action
• Engages others as appropriate and escalates as required
• Provides advice or training to users about the application systems' functionality, correct operation or constraints, and corrects user faults
• Liaises with various application development and content teams, customer service teams, and other software and hardware support teams.
• Proactively monitors production and nonproduction environments and/or applications
• Provides input for technical plans and solutions.
• Provides technical guidance to less experience analysts
• Conducts root cause analysis and correlation of other system and/or application problems of moderate complexity.
• Works on small complex projects/issues that require a singular area of expertise.
• Participates in project planning sessions with team members.
• Manages multiple and sometimes competing priorities with guidance.
• Prepares status updates for customer problems or projects.
• Regularly communicates and shares knowledge with the rest of the team.
• Performs actions aligned with defined standards

About You
You’re a fit for the role of Service Reliability Analyst 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.
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Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward. 

Accessibility 

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

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