Enterprise Data Service Delivery

4 weeks ago

Hong Kong Island, Hong Kong SAR China Avature Full time

Enterprise Data Service Delivery - Technical Support Team Leader - Hong Kong

Location: Hong Kong

Business Area: Sales and Client Service

Ref #: 10040058

Description & Requirements

Bloomberg is a global leader in business and financial information, news and insight, and we use innovative technology to deliver trusted data and bring transparency to the financial markets. Our customers around the globe rely on us for the information and tools they need to make critical investment decisions and remain connected across all sides of the financial community. To ensure the best experience for our 20,000+ employees across 176 offices globally, we provide the spaces and systems that allow our teams to work together with agility, productivity, and collaboration, no matter where they are.

The Bloomberg Financial Solutions department of 5,000+ employees is at the forefront of ensuring success for our customers and employees alike. Our team comprises several key pillars: sales, service, operations, culture, and brand. As a department, we are united by a common goal: We create meaningful relationships with clients by understanding their needs and delivering exceptional end-to-end support from sales and implementation, through their ongoing relationship with Bloomberg.

Our Team: We're Bloomberg Enterprise Services - fast-paced, innovative, and expanding. We partner closely with our clients, taking time to understand their unique businesses and individual data and technology needs. We provide a vast number of datasets that cover all asset classes, via multiple delivery technologies and flexible scheduling options.

The role: One of Bloomberg's key differentiators is our level of customer service. In this leadership role, you will lead from the front a dynamic team of Technical Support Specialists. This team is responsible for providing escalated technical support, understanding client data use cases, managing outages, and working with internal and external stakeholders. You will be responsible for developing a high-performing technical team focused on resolving complex client problems, working closely with our Product team on driving change, identifying client trends, and attending client meetings with a colleague from our Sales or Technical Account Management teams.

Reporting to the regional Head of Service Delivery, you'll bring with you a strong background in leading technology or data SMEs within the financial services space. You're great at maintaining composure under pressure, skilled at flexing your style to suit your audience, and excellent at troubleshooting enterprise infrastructure and data. Importantly, you take pride in developing your team, managing them through the changing business environment associated with one of the fastest-growing businesses in Bloomberg.

We'll trust you to:

  • Assist in the development of a strategy in collaboration with global counterparts and Service Delivery Leadership focused on advancing the level of service provided to the Enterprise Data client base.
  • Provide effective and inspiring day-to-day leadership presence as you execute on that strategy.
  • Set clear objectives, evaluate progress, and develop a high-performance culture with a focus on collaboration, service excellence, and ownership for resolving customer issues.
  • Guide and coach your team in communication and troubleshooting best practices.
  • Collaborate with other regional Service Delivery teams to drive global projects to completion and ensure a cohesive global support model.
  • Manage high-impact incidents, working with internal teams to drive incident resolution while maintaining good client communications.
  • Focus time and energy to learn and adapt to the Bloomberg Technology suite of products you will be supporting.
  • Ensure working practices are well defined and operational with minimal disruption using technology to improve efficiency as appropriate.
  • Collaborate with internal functions including sales, product management, engineering, and network operations to develop and implement appropriate technical solutions for our clients.
  • Develop and implement advanced training programs to drive individual performance, technical, and skills development.

You'll need to have:

  • Experience leading, coaching, or mentoring colleagues in an advanced technical support environment with an emphasis on data and supporting clients subscribed to a managed service.
  • A minimum of 3-5 years relevant financial markets experience.
  • An understanding of technical networking topologies, network distribution technologies, and protocols.
  • Technical troubleshooting skills and the ability to trace issues to their source through collaboration with incident and engineering teams.
  • Tactical scripting in Python / Java or C++ for simple troubleshooting.
  • Proven management of production service teams, strategy development and execution, and associated human resource skills.
  • Incident, problem, release, and change management experience.
  • Real passion for troubleshooting, critical thinking, and teamwork especially in the fast-paced financial services industry.
  • Excellent written and verbal communication skills in English.
  • Strong multi-tasking skills and the ability to maintain a professional demeanor when handling complex time-sensitive issues.
  • Good time and task management - as an individual and for the team.

We'd love to see:

  • An understanding of either Bloomberg or a similar vendor's Enterprise data offerings, including real-time, reference, pricing, or regulatory content.
  • An understanding of cloud architecture (AWS, Azure, GCP).

If this sounds like you: Apply if you think we're a good match We'll get in touch to let you know what the next steps are.

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