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Trade Support

London Stock Exchange Group
Job LocationLondon
EducationNot Mentioned
Salary£50,000 - £55,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Role Profile Department description: - Capital Market Operations provides a range of customer and operational services across the London Stock Exchange Group. The core services provided by the department are: Technical Account Management, Technical onboarding, Software Certification, Client Support and Market Operations Services.Team descriptionThe Client Support Team is responsible for managing technical incidents and requests across a range of Markets and Services, spanning multiple venues across the London Stock Exchange Group and its partners. The team provides support in multiple geographical locations including Trading, Market data and Post trade services across Equities, and Derivatives Markets. The team works on a shift basis.The team provides support for the following markets and services: London Stock Exchange, Turquoise, TRADEcho, CurveGlobal, FTSE, and RNS. Key Responsibilities This role covers the following Analyst responsibilities:

  • To manage Technical Incidents and Requests for external and internal customers including application and network troubleshooting managing events through to conclusion maintaining customer communication.
  • Use correct processes/procedures, tools, RACIs, SLAs and escalation model, perform proactive customer alert management and event logging in ITSM tool to help ensure appropriate levels of service quality are consistently and predictably delivered.
  • Support business continuity efforts and keep up to date with LSEG policy/training initiatives.
  • Work to priorities set by Manager and Assistant Manager.
  • Achieve KPIs to help deliver Service Targets.
  • To ensure any technical incidents or requests that are at risk of breaching a KPI or that are otherwise service impacting ( Priority level 1/2 ) are escalated in a timely manner.
  • Keep up to date with products and services to help maintain quality of service during the launch of new products, projects and service changes, achieving readiness for key milestones and Go Live.
  • Work to shift pattern set by Manager/Assistant Manager, provide support during bank holidays and other weekend activities.
  • Help customers with Instrument related requests.
  • Understand and achieve proficiency in the core competencies of the role across all products/services supported.
  • Feed into Continuous Service Improvement initiative to help with process, automation, tooling or other improvements.
  • Help Customers in test environment: operating on behalf of the customer, or matching their test orders on the platform, inserting liquidity in the test market in order to help the customer for creating the required test scenario
    • Key BehavioursIntegrity
  • Has the sustained drive and energy to deliver quality and timely support
  • Willingly puts in the effort to ensure activities completed on time and to the quality required
  • Ability to work to deadlines and under pressure
    • Partnership
  • Deals with conflict successfully; and
  • Seeks information/inputs from colleagues/clients and communicates openly
  • Utilises all available resources and toolsets to investigate and resolve incidents
  • Takes on routine tasks as necessary
  • A confident team player with good interpersonal skills and a can do attitude.
    • Innovation
  • Open to and willingly adopts new processes / approaches / ways of working.
  • Enthusiastic to achieve, develop and learn new skills
  • Analyses issues to identify the most appropriate solutions
  • Raises suggestions to improve the service provided
    • Excellence
  • Oral and written communications are tailored to their audiences needs;
  • Pro-active and demonstrates initiative;
  • Prioritises activities according to business and operational need;
  • Analysis and problem solving;
  • Analyses issues to identify the most appropriate solutions; and
  • Plans activities, provides progress reports, attends relevant meetings to represent team
  • Carries out work without prompting and close supervision
  • Prioritises activities/projects according to business need
    • Candidate Profile / Key SkillsRequired
  • Degree Level or good post A-level qualification
  • Good knowledge of IT systems
  • Proven Customer Service Skills
  • Good communication and problem solving skills
    • Beneficial
  • Technical skills - FIX Protocol knowledge, SQL, Networking, Wireshark, SFTP, Electronic Trading systems and Market Data familiarity, ITSM Tools, Excel.
  • Recent experience in a similar technical customer service role supporting financial clients.
  • Financial Industry experience.
  • Worked in professional and client focused environments where detailed process/procedures are followed.

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