Technical Specialist, Service Assurance

Technical Specialist, Service Assurance

Overview

The Service Assurance (SA) team, based in Bangalore, India, operates 24/7 and is responsible for proactively monitoring customer infrastructure across LSEG, supporting technologies and hardware deployed on customer premises and within LSEG Data Centers.

The team works in a fast-paced environment, delivering timely and accurate resolutions. We seek individuals who show strong ownership, adaptability, and a willingness to learn, while effectively communicating with clients and stakeholders to support network and real-time infrastructure.

This role supports 24x7 operations across monthly rotating shifts and requires flexibility in handling critical escalations.

 Key Responsibilities:

• Provide 24x7 technical support for issues impacting LSEG products, aiding customers, internal collaborators, and third-party engineers.

• Proactively monitor client devices and communication, 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.

Daily tasks to perform:

• 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 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 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.

Qualification and Skills

• Proficiency in English, written communication, is required for the applicants.

• Flexibility to work in a rotating shift pattern, which includes night shifts and weekends.

• Knowledge in key areas including operating systems (Windows, Linux) and networking technologies (Juniper, Cisco)

• Problem management and troubleshooting skills.

• 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.

• Logical thinking/problem solving, self-motivation and a strong contribution within a team.

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.

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.

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.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

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.