Support Engineer

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 Its how weve 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 and our open-access model 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 LSEGs 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 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 products 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 3 to 6 years of relevant experience Experience in Python 3 AWS Hands-on experience with Linux Mac OS environments Sharp analytical and problem-solving skills Strong sense of ownership Demonstrable desire to learn and grow Excellent client facing skills Excellent written and oral communication skills Mature collaboration and mentoring abilities Knowledge of using source code management tools such as Git or SVN Familiarity with and or accreditation in AWS or similar Cloud technology PREFERRED SKILLS AND EXPERIENCE Demonstrates a concern for accuracy and thoroughness so that sufficiently detailed information is logged correctly Communicates with clarity and precision presenting complex technical information in a concise format that is audience appropriate Collects analyses and interprets data to reach conclusions and or present insights and findings Selects between two or more alternatives proficiently by gathering information to reach the best outcome in the shortest amount of time Manages escalation at all levels so that incidents and problems are dealt with Analyses questions and challenges the way things are done to optimise processes and deliver excellent outcomes for customers and the business 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 Establishes order and structure in the work conducted and be systematic and efficient Leverages technical knowledge of products and services to meet customer needs understand market segments and deliver excellent outcomes Proactively identifies possible risks problems and threats taking ownership to ensure the risk or issue is reported escalated and remediated EDUCATION AND PROFESSIONAL SKILLS BE MS degree in Computer Science Software Engineering or STEM degree Desirable Solid English reading writing capability required Good communication articulation skills Curious about new technologies and tools creative thinking and initiative taking DETAILED RESPONSIBILITIES 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 customer Service Level Agreements and expectations Supports in continual process maturity and training and support of peers team members and users 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 the quality and SLA targets defined 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 or meetings 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 acceptable resolution Is responsible for a number of IT Service Management Process meetings ensuring attendance by stakeholders publication of pre-meeting materials and documentation of minutes outcomes i e CABs Problem Reviews etc 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 over time 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 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 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 its used for and how its 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