senior client support AnalystLSEG

Department Description Market Operations provides a range of customer and operational services across the London Stock Exchange Group. The core services provided by the department are: technical account management, technical onboarding, software Department Description Market Operations provides a range of customer and operational services across the London Stock Exchange Group. The core services provided by the department are: technical account management, technical onboarding, software certification, client support, and market operations services. Role Description The Client Support team is responsible for managing technical incidents and requests across a range of markets and services spanning multiple venues across the London Stock Exchange Group and its partners. The team provides support in multiple geographical locations, covering trading, market data, and post trade services across Equities markets. The team works on a shift basis. The team provides support for the following Business Services: London Stock Exchange, Turquoise, TRADEcho, Connectivity, RNS, and GTP Market Data. Key Responsibilities Manage technical incidents and requests for external and internal customers. This includes application and network troubleshooting. Manage events through to conclusion maintaining customer communication. Use correct processes/procedures, tools, RACIs, SLAs and escalation models. Perform proactive customer alert management and event logging to help ensure appropriate levels of service quality are consistently and predictably delivered. Support business continuity efforts and keep up to date with LSEG policy/training initiatives. Work to priorities set by Manager and Assistant Manager. Achieve KPIs to help deliver service targets. Ensure any technical incidents or requests that are at risk of breaching a KPI or that are otherwise service impacting ( Priority level 1/2) are escalated in a timely manner. Keep up to date with products and services to help maintain quality of service during the launch of new products, projects, and service changes, achieving readiness for key milestones and go-lives. Work to shift patterns set by Manager/Assistant Manager, provide support during bank holidays and other weekend activities. Help customers with instrument related requests. Understand and achieve proficiency in the core competencies of the role across all products/services supported. Feed into Continuous Service Improvement initiative to help with improving processes, automation, tooling, etc. Help customers in the test environment by operating on their behalf, matching their test orders, and inserting liquidity in order to create specific testing scenarios. Key Behaviours Integrity Has the sustained drive and energy to deliver quality and timely support. Willingly puts in the effort to ensure activities are completed on time and to the quality required. Ability to work to deadlines and under pressure. Partnership Puts project management methodologies in place e.g. schedules of work progress reports etc. Deals with conflict successfully. Seeks information/inputs from colleagues/clients and communicates openly. Utilises all available resources and toolsets to investigate and resolve incidents. Takes on routine tasks as necessary. A confident team player with good interpersonal skills and a 'can do' attitude. Innovation Willingly adopts new processes, approaches, ways of working. Enthusiastic to achieve, develop, and learn new skills. Analyses issues to identify the most appropriate solutions. Raises suggestions to improve the service provided. Excellence Oral and written communications are tailored to their audience's needs. The candidate is proactive and demonstrates initiative. Prioritises activities according to business and operational needs. Good Analysis and problem solving skills. Analyses issues to identify the most appropriate solutions. Plans activities, provides progress reports, attends relevant meetings to represent team. Carries out work without prompting and close supervision. Prioritises activities/projects according to business needs. Candidate Profile / Key Skills Required IT related degree or relevant experience. Good knowledge of IT systems. Proven customer service skills. Good communication and problem solving skills. Financial industry experience. Beneficial Technical skills: knowledge of FIX protocol, SQL, networking, Wireshark, SFTP, electronic trading and market data systems, ITSM Tools, Excel. Recent experience in a similar technical customer service role supporting financial clients. Worked in professional and client focused environments where detailed process/procedures are followed. At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise of creating essential partnerships and open opportunities. Our open culture is central to how we deliver our purpose - driving financial stability, empowering economies and enabling customers to create sustainable growth - in everything we do. Working with us means that you will be part of a dynamic organisation of 25,000 people across 70 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 anyone's 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 any mental health or physical disability needs. 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Monster

Taguig City, Metro Manila
Permanent
Full-time