Job Description

Support Engineer- Customer Lifecycle Engineering, CMR ABOUT US: LSEG (London Stock Exchange Group) is more than a diversified global financial markets infrastructure and data business. We are dedicated, open-access partners with a dedication to excellence in delivering the services our customers expect from us. With extensive experience, deep knowledge and worldwide presence across financial markets, we enable businesses and economies around the world to fund innovation, manage risk and create jobs. Itxe2x80x99s how wexe2x80x99ve contributed to supporting the financial stability and growth of communities and economies globally for more than 300 years. Through a comprehensive suite of trusted financial market infrastructure services xe2x80x93 and our open-access model xe2x80x93 we provide the flexibility, stability and trust that enable our customers to pursue their ambitions with confidence and clarity. LSEG is headquartered in the United Kingdom, with significant operations in 65 countries across EMEA, North America, Latin America and Asia Pacific. We employ 25,000 people globally, more than half located in Asia Pacific. LSEGxe2x80x99s ticker symbol is LSEG. OUR PEOPLE: People are at the heart of what we do and drive the success of our business. Our values of Integrity, Partnership, Excellence and Change shape how we think, how we do things and how we help our people fulfil their potential. We embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. We break down barriers and encourage teamwork, enabling innovation and rapid development of solutions that make a difference. Our workplace generates an enriching and rewarding experience for our people and customers alike. Our vision is to build an inclusive culture in which everyone feels encouraged to fulfil their potential. We know that real personal growth cannot be achieved by simply climbing a career ladder xe2x80x93 which is why we encourage and enable a wealth of avenues and interesting opportunities for everyone to broaden and deepen their skills and expertise. As a global organisation spanning 65 countries and one rooted in a culture of growth, opportunity, diversity and innovation, LSEG is a place where everyone can grow, develop and fulfil your potential with meaningful careers. ROLE PROFILE As a Support Engineer, you are responsible for diagnosing and solving complex technical issues, conducting root cause analysis to prevent future problems, and developing and implementing scripts to automate system verifications. Additionally, handle data migrations and integrations, working closely with product teams to recommend enhancements based on their findings. Through diligent investigation and technical expertise, you contribute significantly to the productxe2x80x99s continuous improvement and customer satisfaction. Leads by resolving complex queries and issues as well as deep dives into data and trends to provide Service Managers, clients and other stakeholders a subject matter expert for a given IT Service Management process TECH PROFILE/ESSENTIAL SKILLS xe2x80xa2 3 to 6 years of relevant experience xe2x80xa2 Experience in Python 3, AWS xe2x80xa2 Hands-on experience with Linux/Mac OS environments xe2x80xa2 Sharp analytical and problem-solving skills xe2x80xa2 Strong sense of ownership xe2x80xa2 Demonstrable desire to learn and grow xe2x80xa2 Excellent client facing skills xe2x80xa2 Excellent written and oral communication skills xe2x80xa2 Mature collaboration and mentoring abilities xe2x80xa2 Knowledge of using source code management tools such as Git or SVN xe2x80xa2 Familiarity with and/or accreditation in AWS or similar Cloud technology PREFERRED SKILLS AND EXPERIENCE xe2x80xa2 Demonstrates a concern for accuracy and thoroughness so that sufficiently detailed information is logged correctly. xe2x80xa2 Communicates with clarity and precision, presenting complex / technical information in a concise format that is audience appropriate. xe2x80xa2 Collects, analyses and interprets data to reach conclusions and/or present insights and findings xe2x80xa2 Selects between two or more alternatives proficiently by gathering information to reach the best outcome in the shortest amount of time. xe2x80xa2 Manages escalation at all levels so that incidents and problems are dealt with. xe2x80xa2 Analyses, questions and challenges the way things are done to optimise processes and deliver excellent outcomes for customers and the business. xe2x80xa2 Drives effective teamwork through influential leadership (leading without formal authority) and coordination of resources (inc. peers) to achieve optimal results for the customer and for LSEG. xe2x80xa2 Establishes order and structure in the work conducted and be systematic and efficient. xe2x80xa2 Leverages technical knowledge of products and services to meet customer needs, understand market segments and deliver excellent outcomes. xe2x80xa2 Proactively identifies possible risks, problems and threats, taking ownership to ensure the risk or issue is reported, escalated and remediated. EDUCATION AND PROFESSIONAL SKILLS xe2x80xa2 BE/MS degree in Computer Science, Software Engineering or STEM degree (Desirable). xe2x80xa2 Solid English reading/writing capability required. xe2x80xa2 Good communication & articulation skills. xe2x80xa2 Curious about new technologies and tools, creative thinking and initiative taking. DETAILED RESPONSIBILITIES xe2x80xa2 Acquires detailed knowledge of an ITSM process, e.g. Incident, Problem or Change, ensuring consistency of content, approach and quality of process aligned to internal and xe2x80xa2 customer Service Level Agreements and expectations. xe2x80xa2 Supports in continual process maturity and training and support of peers, team members and users. xe2x80xa2 Tracks and navigates the most complex and high priority items throughout the process lifecycle ensuring proper recording, documentation and closure of items in line with xe2x80xa2 the quality and SLA targets defined. xe2x80xa2 Facilitates the resolution of conflicts or delays in relation to items or issues and their progression to resolution by engaging stakeholders and escalation points in discussions xe2x80xa2 or meetings. xe2x80xa2 Acts as a first level contact within Technology for communication of information relating to customer issues and queries, ensuring that feedback is progressed to an xe2x80xa2 acceptable resolution. xe2x80xa2 Is responsible for a number of IT Service Management Process meetings, ensuring attendance by stakeholders, publication of pre-meeting materials and documentation of xe2x80xa2 minutes/outcomes i.e. CABs, Problem Reviews, etc. xe2x80xa2 Helps to support deep dives into process failure or complex incidents chairing calls and bringing together the required experts to troubleshoot, treat and resolve such matters xe2x80xa2 over time. xe2x80xa2 Supports in creating and publicising data and reports for various stakeholder needs, highlighting possible trends or areas for improvements, building stakeholder investment to sponsor service improvement ideas. LSEG PURPOSE AND VALUES Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth. Underpinning our purpose, our values of Integrity, Partnership, Excellence and Change set the standard for everythingLSEG 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 anyonexe2x80x99s 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 carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what itxe2x80x99s used for, and how itxe2x80x99s obtained, .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.

London Stock Exchange Group