Senior Specialist - Customer Support

Job Description Summary

RQA Senior Specialist is responsible to troubleshoot technical challenges involving Quantitative products and databases installed on Windows and Linux based servers to level 3 incidents, participate as an active member in all support duties including but not limited to monitoring of client support calls, emails and internal monitoring tools.

Capable to manage mini projects and product driven activities, to be able to work with Product, Support, QA and Sales team and represent Technical Specialist Team.

Qualifications

· Bachelor's Degree in Computer Science or equivalent desirable.

· 5 years min. supporting MS SQL databases

· 5 years min. experience on Cloud Environment ( Azure/AWS/Snowflake/ Google)

· Knowledge on basic Network Configuration/Troubleshooting

· Experience in Linux Installation and administration is considered as plus

· Motivated self-starter, capable of working with minimal supervision alongside other high energy team players in an extremely fast paced environment.

· Excellent organizational skills and details oriented.

· Excellent written and verbal communication skills.

· Ability to manage multiple-tasks and prioritize the responsibilities as per requirement.

· Escalation management skills

Responsibilities

Day-to-day technical Support of Refinitiv Quantitative products in distributed environments

(MS-Windows/Linux operating systems and Cloud).

• •Regular review and management of assigned client requests.
• •Communication with external and internal stakeholders to be managed in SNOW, Service Cloud and JIRA.
• •SLA driven and good client advocacy to ensure all resolutions have been fulfilled and have

met expectations of clientele.

• •Stakeholder management skills to ensure servicing requests to be addressed with other Technical Resources and Teams
• •Capable of managing client escalations.
• •Work with Sales and Marketing on Pre-sales and Post-Sales assignments.
• •Maintenance and monitoring of internal and client systems.
• •Code Movement (Maintenance) / Release Implementation - This function relates to the regular maintenance (e.g. Windows patches) as well as application release Implementation / coordination.
• •Run and execute mini-projects.

Note : Flexible to work in 24/7 work shift model, covering APAC/EMEA/AMERS time zone.

Career Stage:

Senior Associate

London Stock Exchange Group (LSEG) Information:

Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.

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.

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You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.

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