Job Description

WE ARE LOOKING FOR A NEW COLLEAGUE
Technical Specialist, Service Assurance
YOU AND YOUR TEAM
The Service Assurance team (SA), situated in Bangalore, India, operates 24/7 with a team of highly skilled and motivated engineers. Their primary responsibility is to proactively oversee the customer infrastructure within the LSEG organization. The team provides support for a diverse range of technologies and hardware, both located on client premises and within LSEG Data Centres.
Service Assurance team operates in a dynamic and fast-paced environment, as customers require timely and accurate resolutions.
We are seeking individuals who demonstrate a sense of ownership and consistently follow through on commitments to deliver a high standard of service.
The ideal candidate should be adaptable, possess a strong desire to learn, and be capable of quick adjustments to meet evolving demands.
THE PRIMARY PURPOSE OF THE ROLE IS:

• Provide specialized technical support for issues impacting LSEG products, offering assistance to customers, internal collaborators, and third-party engineers.
• Proactively monitor devices and communication on client sites, focusing on network infrastructure and real-time infrastructure.
• Resolve issues remotely using available tools and collaborating with third-party vendors or internal support teams
• Utilize innovative technologies to ensure globally consistent support tasks.
• Proactively manage business-critical situations and escalations from stakeholders and customers.
• Ensure proper case management for day-to-day operations.
• Foster collaboration with diverse stakeholders to enhance team visibility and introduce innovations.

SOME OF DAILY TASKS YOU WILL PERFORM

• Conduct 24x7 monitoring for LSEG-managed servers and network equipment at customer sites.
• Document all customer queries, interactions, and investigations using the Service Cloud tool.
• Keep clients informed throughout the entire case life cycle.
• Adhere to all policies and procedures for managing and escalating customer issues, aiming to reduce resolution times.
• Collaborate with product support and development groups.
• Work closely with third-party service providers, such as Telco vendors.
• Perform remote break-fix activities affecting customer sites and coordinate onsite dispatch when necessary, using globally consistent methodologies and tools.
• Provide technical support expertise for problem resolution, including reproducing customer issues.
• Deliver high-quality technical advice to internal partners and third-party engineers.

WHAT DO YOU NEED TO BRING?

• Proficiency in English (written is mandatory)
• Flexibility to work in a rotating 24x7 shift pattern, which include night and weekends
• Expert knowledge in key areas including operating systems and networking technologies
• Strong problem management and troubleshooting skills
• Ability to work with virtual teams to successfully deliver projects
• Ability to communicate effectively with various internal and external teams
• Understanding of project management principles
• Curious, creative, innovative and resourceful engineer, always trying to get to the bottom of an issue and looking for easier and better methods of delivering results
• Demonstrable experience of taking a customer-centric approach to supporting a complex, high value product or service relying on the LSEG technology with a demanding global customer base
• Demonstrable experience of improving or optimizing service levels and the customer experience in a complex network support environment
• Logical thinking/problem solving, self-motivation and a strong contribution within a team

Enhance your competitiveness with:

• Network Expertise: Hands-on experience with Cisco, Juniper routers and technologies like TCP/IP, DNS, DHCP, VPN, Multi-Cast, BGP, QoS, VLAN, VPN, MPLS, SSL, VRRP and IP routing protocols
• Experience as a System Administrator: Windows Server, Linux
• Proficiency in cloud-based solutions: AWS, GCP, Azure
• Experience with tools like ServiceNow, BigPanda, Rundeck, Salesforce
• Project Management Background: Experience in project management.
• Customer Service Excellence: Proven experience in a customer service environment with exceptional customer service skills.

People are at the heart of what we do and drive the success of our business. Our colleagues thrive personally and expertly through our shared values of Integrity, Partnership, Change and Excellence, which are at the core of our culture. We embrace diversity and actively seek to attract people with unique backgrounds and perspectives. We are always looking at ways to become more agile, so we meet the needs of our teams and customers. We believe that an inclusive collaborative workplace is pivotal to our success and supports the potential and growth of all colleagues at LSEG.
LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.
Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.
Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.
LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.
We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyones race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.
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