Director of Technical Support, Market Data Services

An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives. Come join the excellence

Overview

This is an exciting opportunity to work for a rapidly growing company serving the world's premier financial institutions, including investment banks, hedge funds, brokers, financial exchanges and fintech / finserv clients. The Director of Technical Support, Market Data Services is critical to assuring success for our new and existing Financial Markets product portfolio. TNS offers excellent benefits and competitive salary.

The successful candidate will build and manage a best-in-class APAC-based technical support team, with an emphasis on robust technical skills and domain knowledge. Your team will engage directly with clients to provide support and service monitoring and will be a source of subject matter expertise to clients and client-facing teams such as sales and account management.

This role requires excellent domain-relevant technical skills, enabling you to train and mentor your team members, and a deep commitment to providing the best possible customer outcomes. You must be willing to engage proactively with clients and internal teams, and comfortable in client-facing situations at all levels. You will report directly to the VP, Technology and Automation.

Responsibilities

Provide Tier 3 technical support for Market Data Services

• Provide monitoring and expert technical troubleshooting for all MDS products as part of our global 24x7 operations.
• Engage directly with clients on support issues, providing transparency and responsiveness via text, email, video calls and other methods.
• Act as a technical escalation point for clients and internal teams.
• Drive the Incident Management process and provide incident reports, SLA reports, capacity reports etc. to clients as needed.
• Operate within agreed change management processes and observe client-specific rules, requirements and processes as necessary.

Management of the Market Data Services support team

• Manage weekly schedule to ensure there are no gaps in service and to provide smooth handover between regional support teams.
• Contribute to out-of-hours coverage e.g. during holidays and weekends, as part of global 24x7 operations.
• Lead postmortem processes and manage remedial actions to ensure continuous service level improvement.
• Generate service level reports and metrics for both client facing and internal use. Assist teams with technical questions related to audit, compliance reports etc.

Build APAC support function

• Lead our effort to hire and train a support organization in the APAC time zone.
• Train staff to expert level on all systems and applications in the MDS product palette.
• Liaise closely with sales, account and project management teams to foster engagement and ensure a seamless experience for our clients.
• Leverage available monitoring and support tools, and actively engage with ongoing ongoing tools and automation initiatives.
• Maintain necessary internal and external documentation.

Qualifications:

• Bachelor's degree and 15+ years of progressive technical financial markets related experience minimum
• Experience building and leading a technical support team ideally located in APAC and in support of market data applications
• 10+ years of technical market data engineering experience
• 5+ year leading technical market data teams with a successful track record of achieving goals
• Must have a deep technical understanding of market data applications (BPIPE, TREP, Solace, etc.) and their use in the financial markets industry
• Experience working directly with clients, vendors and market data providers in the financial markets industry ideally with a focus on technical market data engineering
• Flexibility to adapt and adjust to the various business styles and cultures associated with a global financial markets organization

Qualifications

If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about

TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.