Customer Solutions Incident Specialist

5101 S&P GLOBAL PAKISTAN (PRIVATE) LIMITED; Islamabad; On-site; PKR 2,000,000 - 3,200,000; Full time

Benefits offered by this job

Health & Wellness

Flexible Downtime

Continuous Learning

Invest in Your Future

Family Friendly Perks

Job summary

S&P Global is seeking a Customer Solutions Incident Specialist to lead end-to-end incident management for critical client-facing issues across our global CX teams. You will coordinate cross-functional response, communicate with customers, and drive improvements in incident handling.

Ideal candidates have ITIL foundations, 3+ years in IT service management, and experience with ServiceNow, Salesforce, or BMC Remedy. This role supports a global client base and offers exposure to diverse teams.

Qualifications

• 3+ years of IT service management with incident focus.
• Proven ability to resolve major incidents and lead through influence.
• Excellent written and verbal communication with technical and non-technical stakeholders.
• ITIL v3 or ITIL 4 Foundation certification preferred.
• Experience with ServiceNow, Salesforce, and BMC Remedy.

Responsibilities

• Lead end-to-end incident management for Customer Experience.
• Communicate incident status and impact to internal stakeholders.
• Coordinate rapid-response teams to investigate and resolve high-priority incidents.
• Collaborate with service delivery to optimize incident processes.
• Monitor incident trends and drive proactive improvements.

Skills

Incident management

ITSM

Communication skills

Stakeholder management

Problem solving

Education

ITIL Foundation (ITIL v3/4)

Tools

ServiceNow

Salesforce

BMC Remedy

Job description

About the Role

Grade Level (for internal use): 10 The Customer Solutions Incident Specialist plays a key role in managing and resolving major client-facing incidents to ensure operational stability and superior customer satisfaction. You will act as the central point of contact for incident reporting, escalation, communication, and resolution, collaborating across teams to address issues efficiently and minimize business impact.

The Team

The CS Incident Management Team is a dedicated group responsible for overseeing, managing, and resolving incidents that impact the overall customer experience. The team acts as the central point of coordination during incidents, working closely with cross-functional teams such as Technology, Operations, and Product Management to investigate and resolve issues effectively.

The Impact

The Incident Specialist is pivotal in ensuring operational efficiency and maintaining client satisfaction and trust. This position involves coordinating prompt and effective responses to incidents to minimize disruptions, reduce business impact, and ensure service reliability. Through clear and transparent communication, the Incident Manager keeps clients informed and reassured during critical situations. This role is essential for building strong client relationships, aligning incident management practices with organizational objectives, and enhancing the overall customer experience, making it a key contributor to the organization’s long-term success.

What's in it for you

Become a key support partner for the global CX organization of S&P Global Energy, commodities division of a Fortune 500 company. Directly interact and collaborate with global stakeholders based on your regional assignment, spanning our main offices in Singapore, London, New York, and Houston, as well as satellite offices in dozens of other cities. Well-defined workflows combined with evolving priorities enable you to strike a healthy work-life balance while supporting continuous growth. Develop expertise and knowledge, positioning you well for a variety of future roles in Client Experience, as well as broader Commercial Operations and Technology functions.

Responsibilities

• Lead the end-to-end incident management process for Customer Experience.
• Clearly and concisely communicate the status, resolution, and impact of incidents to internal stakeholders.
• Facilitate timely communication with customers to help manage their experience using our communication tool.
• Coordinate rapid-response teams to investigate and resolve high-priority incidents.
• Partner with service delivery teams to optimize processes and tools for incident management.
• Monitor incident trends and suggest proactive measures to reduce recurrence.
• Go beyond routine incident handling, with responsibilities including, but not limited to, the seamless execution of migration initiatives and driving retention efforts.

What We’re Looking For

An S&P Global employee at this level would typically have 3+ years of experience in IT service management, with a focus on Incident Management. Proven experience in resolving major incidents, with the ability to lead through influence, work calmly and systematically under pressure, and collaborate effectively with colleagues to achieve the best outcomes for the business and customers. Exceptional written and verbal communication skills, with the ability to communicate effectively with both technical and non-technical stakeholders. Relevant experience in application support. ITIL v3 or ITIL 4 Foundation certification is preferred. Experience with service management tools (e.g., ServiceNow, Salesforce, BMC Remedy). Technology-related analytical and troubleshooting skills, including Root Cause Analysis, Troubleshooting, and Diagnostics.

About S&P Global Energy

At S&P Global Energy, our comprehensive view of global energy and commodities markets enables our customers to make superior decisions and create long-term, sustainable value. Our four core capabilities are: Platts for news and pricing; CERA for research and advisory; Horizons for energy expansion and sustainability solutions; and Events for industry collaboration. S&P Global Energy is a division of S&P Global (NYSE: SPGI). S&P Global enables businesses, governments, and individuals with trusted data, expertise, and technology to make decisions with conviction. We are Advancing Essential Intelligence through world-leading benchmarks, data, and insights that customers need in order to plan confidently, act decisively, and thrive economically in a rapidly changing global landscape. Learn more at www.spglobal.com/energy.

What’s In It For You

Our Mission: Advancing Essential Intelligence. Our People: We're more than 35,000 strong worldwide—so we're able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. We’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. Join us and help create the critical insights that truly make a difference. Our Values: Integrity, Discovery, Partnership Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals.

Benefits

• Health & Wellness: Health care coverage designed for the mind and body.
• Flexible Downtime: Generous time off helps keep you energized for your time on.
• Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.
• Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.
• Family Friendly Perks: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.
• Beyond the Basics: From retail discounts to referral incentive awards- small perks can make a big difference.
• For more information on benefits by country visit: https://spgbenefits.com/benefit-summaries

Global Hiring and Opportunity at S&P Global

At S&P Global, we are committed to fostering a connected and engaged workplace where all individuals have access to opportunities based on their skills, experience, and contributions. Our hiring practices emphasize fairness, transparency, and merit, ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration, we drive innovation and power global markets.

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:[e-mail] your request will be forwarded to the appropriate person. US Candidates Only: Know Your Rights: Workplace discrimination is illegal

Recruitment Details

20 - Professional (EEO-2 Job Categories-United States of America), SLSGRP202.1 - Middle Professional Tier I (EEO Job Group) This is the site for former colleagues whose roles have been impacted by organizational changes to search for job opportunities with S&P Global. We are committed to providing impacted team members priority consideration for new opportunities. When applying, please create a login with your personal email address and select Redeployment in the section: "How did you hear about us?".