Qualification:
BCA/ BSc (IS/IT)/ MCA/ MSc (IS/IT) only

The Team:
The Service Assurance team (SA), situated in Bangalore, India, operates 24/7 with a team of highly skilled and motivated engineers. Their main 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 Centers.
SA 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.

Roles and Responsibilities:

• Provide 24x7 technical support for issues impacting LSEG products, aiding 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
• Apply innovative technologies to ensure globally consistent support tasks.
• Proactively lead business-critical situations and critical issues from collaborators and customers.
• Ensure proper case management for day-to-day operations.

Daily tasks:

• Conduct monitoring services for LSEG-managed servers and devices at customer sites.
• Document all customer queries, interactions, and investigations using the Service Cloud tool.
• Keep clients advised 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 for problem resolution, including reproducing customer issues.
• Deliver technical advice to internal partners and third-party engineers.
• Maintain a global repository of documentation for client sites.

Skills you bring in:

• Proficiency in English, written communication, is required for applicants
• Flexibility to work in a rotating shift pattern, which may include night shifts and weekends
• Basic knowledge in key areas including operating systems (Windows, Linux) and networking technologies (Juniper, Cisco)
• Problem management and solve skills
• Ability to communicate optimally 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
• Logical thinking/problem solving, self-motivation and a strong contribution within a team

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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