API Support Lead

Main Location
United States
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Location: London

The Role: API Support lead

Grade: 11 (For internal purposes only)

The Team: The correct candidate will be part of the Technology Operations team. This team currently covers L2 application, API, middleware, OS and server support for the S&P Global Platts application stack. This is a dynamic team that provides follow the sun support for a variety of applications used by the Platts business.

The Impact: This role covers the ongoing support of Platts APIs and the methods used by Platts to provide market data to our clients. Professional levels of support are essential in this regard due to the client facing nature of the service, and the reputational impact of this core service.

What’s in it for you: Exposure to a rapidly expanding element of the Platts business, including the opportunity to be seen as having a significant impact on the level of service provided, and liaising with multiple teams (such as the TechOps Support team, and internal teams that liaise with and advise external clients) to broaden knowledge and expertise in this area.

Responsibilities:

  • Be a trusted subject matter expert regarding Platts application programming interfaces (API).
  • Interacting with internal stakeholders including product management, technical support, and sales teams related to:
    • Gathering customer requests, partner requests, and general market needs and translate them into product enhancement requests.
    • Generate detailed product specifications to illustrate product functionality including business rules, flows and use cases.
    • Know when to deliver the exact thing that is requested and when there's a better but less obvious path
  • Participate in Strategy Sessions and make yourself available to answer questions, provide feedback, clarification, and guidance.
  • Lead small engineering projects end-to-end with oversight from senior team members
  • Understand our customers’ pain points and their vision of achievement, while guaranteeing they are educated and deliver them meaningful and reliable solutions.
  • Conduct and manage customer feedback sessions. Excellent communicator in person if required, on the phone, via email, etc.
  • Collaborate with QA to contribute to test plans and ensure the highest quality delivery of features.
  • Provide input into the resolution and follow up actions that arise as the result of major support issues.

Basic Qualifications:

  • Hands-on experience with APIs in both a business analyst and implementation capacity.
  • Comfortable speaking with customers and technical teams to understand their needs around the API.
  • REST/SOAP HTTP Protocol. Knowledge of each protocol and common format types to transmit requests for each.
  • Detail oriented, manages time and tools effectively, excellent internal workplace communicator Collaborate: Strategize with other departments such as product managers, Quality Engineering, Development
  • Experience with system and application monitoring, software distribution, and maintenance
  • Proficient in verbal and written communication, and technical documentation
  • Excellent verbal and written communication skills. Effective at communicating with architects, leadership and executive level team members.
  • Bachelor’s Degree or 3-5+ years of relevant API support, or software development experience in an agile software environment
  • Must thrive in a fast-paced, time-compressed and dynamic environment.
  • Ability to dig into a variety of code languages and work through customer generated code and liaise with internal teams where necessary to give guidance to address client needs, even if you are not an expert in that coding language.
  • Ability to adapt quickly to change, think on your feet, communicate positively and work proactively

Preferred Qualifications:

  • 2+ years’ experience in a team lead role.
  • Knowledge and practical experience with Agile development
  • Understanding/Experience of ITIL support processes

S&P Global Platts

At S&P Global Platts, we provide the insights; you make better informed trading and business decisions with confidence. We’re the leading independent provider of information and benchmark prices for the commodities and energy markets. Customers in over 150 countries look to our expertise in news, pricing and analytics to deliver greater transparency and efficiency to markets. S&P Global Platts coverage includes oil and gas, power, petrochemicals, metals, agriculture and shipping.

S&P Global Platts is a division of S&P Global (NYSE: SPGI), which provides essential intelligence for individuals, companies and governments to make decisions with confidence. For more information, visit www.platts.com.


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API Support Lead
SPGlobal