Role Overview
This role owns the overall infrastructure relationship with KSA/GSA customers and requires proactive engagement to understand customer environments and ensure they are leveraging the most effective infrastructure delivery options.
The role includes conducting regular infrastructure reviews with customers, providing visibility into the health and performance of LSEG infrastructure, and offering guidance and recommendations to optimize reliability and service quality.
The role will serve as the primary point of contact for all infrastructure‑related service escalations, both customer‑facing and internal. The role works closely with Account Managers, Customer Success Managers (CSMs), Engineering, and Product teams as part of a broader customer engagement model.
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 stakeholders 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 the CSP team.
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.
- Proven 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 current 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 stakeholders, 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 leveraging 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.
Career Stage
Manager
Benefits
LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.
Equal Opportunity Statement
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.
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