Key Responsibilities

• Own and manage all aspects of the infrastructure relationship with customers, including RTDS, RTMDS, DACS, Workspace configuration, Entra, Data centers and network services.
• Build and maintain strong relationships with key technical partners across assigned KSA accounts.
• Develop a deep understanding of customer business needs and infrastructure strategies to review and recommend the most effective delivery and connectivity options.
• Collaborate with Implementation Relationship Managers (IRMs) locally and globally to maintain a comprehensive, end-to-end view of customer infrastructure.
• Work with IRMs to monitor customer bandwidth utilization, ensure optimal performance, recommend and advocate for upgrades where required.
• Provide expert technical consultancy to customers across all aspects of infrastructure and connectivity.
• Assess the impact of proposed product or system changes on customer infrastructure and communicate findings and risks to internal teams.
• Own and maintain customer site documentation (e.g., Docpacks), ensuring accurate and up-to-date information to support break/fix activities and other customer engagements.
• Support resolution of infrastructure-related issues by consulting with resolver groups and proactively coordinating efforts to ensure timely outcomes, working closely with the Escalations team, which owns customer communication and facilitation.
• Conduct customer meetings as required, both proactively and in response to events or incidents. Participate in service reviews conducted by CSP team. CORPORATE

Skills / Behaviors

• Demonstrated success in a technical, client facing role such as customer support, implementation, or service delivery.
• Good working knowledge of LSEG products (Workspace, RTDS, RTMDS, DACs, Entra, RTO) internal systems, and operational processes.
• Strong functional technical knowledge across areas including Windows servers, networking, cloud technologies, routing, and switching.
• Excellent customer-facing skills, with the ability to understand customer needs and communicate effectively at both technical and business levels.
• Demonstrable ability to build strong working relationships with Account Managers and Customer Success Managers to deliver cohesive and seamless customer experience.
• Demonstrates a strong orientation toward emerging technologies, staying ahead of with industry trends and assessing their potential impact on customer infrastructure and service delivery.
• High level of confidence in both written and verbal communication with customers and internal partners, particularly within Sales and Account Management organizations.
• Proactive and self-motivated, demonstrating initiative and the ability to seek out information from both customers and colleagues.
• Strong analytical and problem solving capabilities, enabling the identification and delivery of solutions that align with customer requirements and business needs.
• Skilled in using available tools, systems, and resources to investigate and resolve customer issues efficiently. • Solid understanding of market data and the FinTech industry.
• Demonstrated ability to work independently, with effective time management and critical issue handling skills.

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