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Enterprise Service Delivery, Technical Support Team

2 weeks ago

Singapore Bloomberg Full time

We're Bloomberg Enterprise Services - fast paced, innovative and expanding. We have worked hard and smart to become the successful business we are today. We partner closely with our clients, taking time to understand their unique businesses and individual data and technology needs. Our endless selection of datasets, covering all asset types, with multiple delivery technologies and flexible scheduling mean our clients are able to get exactly the data they need, when they need it, in the format they prefer.

**What's the Role?**
One of Bloomberg's key differentiators is our level of customer service. It's something we are proud to be known for in the industry. In this leadership role, you will lead a team of Technical Support Representatives who serve as primary point of contact for clients. This team is responsible for providing a premier level of service whether answering questions on our data content and technology, investigating and troubleshooting a reported service issue and when needed attending a client meeting with a colleague from our Sales or Technical Account Management teams. You will be responsible for ensuring the team achieve their metrics and work closely on upskilling and career advancement.

Reporting to the regional Head of Service Delivery, you'll bring with you a strong background in leading client facing teams within the financial services space. You're great at handling pressured situations, skilled at adapting your approach to suit your audience and excellent at troubleshooting enterprise infrastructure and data. Importantly, you take pride in developing your team and managing them through the changing business environment associated with one of the fastest growing businesses in Bloomberg.

You'll possess outstanding communication, analytical and organisational skills, facing off to clients as well as multiple internal groups with the overall intent of driving success for the Company and delivering world class service to our clients.

**We'll trust you to**:

- Provide an effective and inspiring day-to-day leadership presence
- Be truly global, collaborating with other regional Service Delivery teams in order to drive projects to completion and enhance our cohesive global support model
- Have the ability to manage high impacting incidents, working with internal teams to drive incident resolution, whilst maintaining excellent client communications
- Focus time and energy to learn and adapt to the Bloomberg Technology suite of products. You will need a keen interest in financial data products and a variety of delivery methodologies
- Set clear objectives, evaluate progress and develop a high performance culture with focus on collaboration, service excellence and ownership for resolving customer issues
- Use your analytical skills to identify trends in client behavior and use this insight to drive improvements in Service and to assist Product Management in developing the product roadmap
- Develop and execute on the Support teams hiring strategy - with this team serving as the starting point for all entry level talent in Service Delivery.
- Understand or be able to quickly grasp REST API, cloud services and their best practices.
- Collaborate with the internal functions including sales, product management, engineering and network operations to develop and implement appropriate technical solutions for our clients
- Develop and implement training programs to drive individual performance, technical and skills development
- Develop a culture of continuous improvement and manage change both at an individual and team level

**You'll need to have**:

- Minimum 10 years working experience in technical support or service delivery roles within the financial services or financial technology industry
- Experience in a client facing role, supporting financial data (including but not limited to real-time market data, pricing data, enterprise data management solutions) or financial trading solutions
- Incident, problem, release and change management experience, in the past 5 years
- Real passion for troubleshooting, critical thinking, and teamwork especially in the fast-paced financial services industry.
- Experience in a either a leadership capacity or project management role within the past 3 years
- Knowledge of different financial instruments and asset classes (e.g Fixed Income or Equities, or FX)
- Analytical, with great organisation and strong problem-solving skills
- Fluency in both written and spoken English
- Demonstrated continuous career growth within an organisation

**We'd love to see**:

- An understanding of Linux system maintenance, technical networking topologies, network distribution technologies and concepts, network distribution protocols
- And/or hands on experience of industry leading Market Data enterprise distribution systems and data feeds
- Technical competencies with, but not limited to Linux, TCP/IP, Python, SQL
- Familiarity with Bloomberg enterprise products

**If this soun