Enterprise Support Specialist - Real Time

Job Profile Summary

Real-Time is part of Enterprise Data Solutions within the Data & Analytics Group of the London Stock Exchange group (LSEG). The Real-Time business is a significant generator of revenue and is comprised of two core components 'Distribution Technology’ and 'Data’. Our Product portfolio is made up of Deployed & Managed services with our Data offering the broadest content set covering the global marketplace. The Enterprise support specialist team is responsible for providing second level technical support for both the deployed and managed services. We work closely with our customers to resolve complex cases directly routed through to us or escalated by our colleagues in the frontline support teams. In addition we perform and oversee customer site maintenance and repair activities.

We leverage our deep technical expertise, critical thinking skills as well as innovative tools and capabilities to manage customer cases delivering an exceptional customer experience during each interaction. The role is demanding yet rewarding offering opportunities to develop both technical and soft skills enhancing future career prospects.

Roles Responsibilities & Key Accountabilities

• To provide second level support to internal stakeholders and 3rd party engineers with regards to Refinitiv products & services, and to interact with customers to resolve complex issues.
• To perform/oversee customer site maintenance and repair activities.
• The role leverages innovative technologies to ensure global consistency of support tasks
• Provide engineering expertise on non-complex products and small number of complex products
• Provide second level support for problem resolution, including reproduction of customer issues.
• Interface with operations groups, product support groups and development groups.
• Perform/oversee customer site break/fix activities remotely (or dispatch to site when required) using global consistent methodologies and tools.
• Provide support for alpha and beta programs.
• Act as experts in their areas to provide high quality advice about the products assigned to internal stakeholders and 3rd party engineers.
• Maintain awareness of relevant technical and product trends through self-learning/study, training classes and job shadowing.
• Maintain site documentation.
• Provide feedback to development and qualification teams.
• Escalate major, elusive or recurrent issues that affect customer satisfaction.
• Support pre-sales teams in the provision of demonstrations, and provide advice on architectural design, functionality and integration aspects.
• Identify gaps and make recommendations to enhance support process.

Knowledge and Skills

• Fully competent in key areas including operating systems, networking technologies, security standards including Unix, Windows system admin and Web services.
• Strong problem management, troubleshooting and analytical skills.
• Ability to work with virtual teams to successfully deliver projects or resolutions to escalations.
• Understanding of project management principles.
• Basic level knowledge of financial markets
• Good knowledge of internal systems, processes and technical policies.
• Logical thinker/problem solver who is self-motivated and a strong contributor within a team.
• University Degree in information technology, or relevant experience coupled with industry standard certifications on operating systems, networking etc.
• Refinitiv product certifications. (Must -have)

Professional Experience, Strategic Planning & Decision Making:

• Experience in a technical customer support or systems engineering/integration role.
• Experience working with a suite of Refinitiv products and the underlying technologies, components, and infrastructure, and supporting and/or integrating them.
• Experience performing root cause analysis in a customer support environment.
• Experience performing escalations and follow up to incident resolution.

Behavioural Competencies:

• Focusing on Customers
• Driving Results
• Thinking Globally

Championing Innovation

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 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 mental health or physical disability needs.

Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it’s used for, and how it’s obtained, your rights and how to contact us as a data subject.

If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.