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