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London Stock Exchange Group

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based on 797 Reviews

1 London Stock Exchange Group Technical Specialist Job

Technical Specialist, Service Assurance

Refinitiv

based on 797 Reviews

2-5 years

Bangalore / Bengaluru

1 vacancy

Technical Specialist, Service Assurance

London Stock Exchange Group

posted 20d ago

Flexible timing

Key skills for the job

+ 3 more

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.