Engineer, Application Management

Position Summary

Engineer, application Management is the entry level position in the Service Desk & Monitoring (SD & M) Team of the LiveOps Division operate 24*7 and conduct the operation on roster basis.

This role assists performing service desk operation and involves in Client’s Application system monitoring, completing SOD (Start Of Day) ,EOD (End of Day) activities and operational activities and client testing. 

Their active involvement and focus on incident and service request management will help high-quality resolutions to customer issues and maintain the service in compliance with defined Service Level Agreement (SLA) and Availability targets.

Role Responsibilities

• Logging and progressing customer issues to conclusion.
• Researching customer issues, providing workarounds and resolutions, or diverting to alternative resolver groups as necessary.
• Ensuring customer experience goals are met.
• Ensure the successful management of customer’s weekend mocks
• Make sure all SLA and Availability targets are met on daily basis
• Responding to inbound customer issues, logging, gathering all required detail to work the issue and undertaken issue triage according to issue/incident procedures in force at the time.
• Searching known-error records and other technical knowledge repositories to derive workarounds or find resolutions.
• Assignment of issues to Level 2 or Level 3 resolver groups as required.
• Invoking the production incident management process as required.
• Promotion of issues/incidents to problems as required or attaching issues to existing problem records.
• Notifying customers of problem resolution for all affected incidents.
• Provide suggestions to formulate Continual Service Improvement strategies for the SD& M Team•     Train and mentor junior members of the team

Problem Management

• Deriving a problem resolution or assignment of problems to Level 2 or Level 3 resolver groups as required.

Communications

• Keeping customers informed of progress of their issue or problem.

Preferred Skills and Experience

Essential

• Bachelor’s degree or equivalent Team player – willing to share knowledge with others, to tackle and give up specific items of work to achieve the best outcome.
• Red hat Linux – Familiar with Linux basics, command-line operations, and basic system administration
• Oracle - Knowledgeable in basic Oracle Database management, SQL queries, and routine database operations
• Customer service mentality – a desire to deliver great customer experience.
• Clarity of communication – avoidance of ambiguity and vagueness in customer interact. Processes oriented – adept at following, and getting others to follow, processes and proceed. Knowledge of the issue/incident and problem process lifecycles.
• Good documentation skills: ability to create high quality written artefacts to contribute to the

Support knowledgebase. Problem solver - trouble-shooter & detective. Tenacious and good at asking questions that lead to solutions.

Preferred

Experience with financial services technology products. Working within an ITIL v4 or ISO20000 IT service management environment.

LSEG 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 anyone’s 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 privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it’s used for, and how it’s obtained, your rights and how to contact us as a data subject.

Career Stage:

Associate

London Stock Exchange Group (LSEG) Information:

Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.

LSEG 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.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s 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.

You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it’s used for, and how it’s obtained, your rights and how to contact us as a data subject.

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.