Client Support Lead Full Time

IMActionsTM is one of the world’s most trusted post-trade software. As an international team of industry experts, we architect and deliver intelligent post-trade software applications to the capital markets globally. We have a proven history transforming business models for the world’s premier financial institutions, enabling them to enter new markets, reduce risk, increase profitability and improve service standards.

We do this by seamlessly managing the huge volume and complex processing of all core post-trade services. These include asset servicing, securities and cash processing, portfolio administration and post trade analytics. Our team of experts supports our global customer base from offices in Dublin, New Delhi (Gurgaon), Singapore and Dallas.

Position summary

The Support lead would be leading a team of support analysts from Dallas support centre to manage production tickets logged by our clients in North American region. Support lead would work directly with clients, product engineering, support, business analysis and DBA teams to ensure that issues raised are resolved in a satisfactory manner. Issues to be resolved are typically quite complex and require detailed investigation.

The position offers a great opportunity for growth within the company. The position is for Dallas support centre and candidate will get opportunity to work with our US clients.

Duties & accountabilities

• Liaise with and manage product support for client including SLA tracking and reporting.
• Review, troubleshoot and track incoming product issues and client queries
• Work with various internal teams (Support, BA, Engineering etc.) and external partners for issues resolution
• Publish weekly status report to clients and internal stakeholders
• Conduct weekly review meetings with clients and prioritize client issues/ requests
• Track multiple issues of varying severity, independent assessment of impact and risks, ownership of the issues, and effectively managing the resolution.
• Manage client escalations and attend client calls for high priority issues
• Assist in requirements gathering and the delivery of Change Requests.
• Assist in the preparation of specification documents, business requirements
• Responsible for maintaining relevant documentation.

Business competencies

Education and experience

• Undergraduate degree/ Graduate or equivalent, preferably in Finance, Economics, Business, Mathematics, Computer Science
• Relevant experience of 3 – 5 years
• Experience supporting users in a complex application environment an advantage
• Knowledge of capital market, corporate action, trade processing would be an added advantage
• Knowledge of SQL would be an advantage

Personal competencies

Personal impact

• Passionate about our business.
• Excellent analytical and problem-solving skills
• Excellent verbal and written communications skills
• Customer service focus
• Proven ability to collaborate in a team environment.
• Attention to detail.
• Strong inter-personal skills with practical, can-do approach.
• Self-motivated, proactive work ethic

Communication

• Excellent interpersonal and communications skills

Teamwork

• A proven ability to work effectively as part of a team

IHS Markit is committed to providing equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by the laws and regulations in any of our locations.

We are proud to provide reasonable accommodations to applicants with disabilities. If you are interested in applying for employment with IHS Markit and need special assistance or an accommodation to use our website or to apply for a position, please contact or call +1 212 849 0399. Determination on requests for reasonable accommodation are considered on a case-by-case basis. This contact information (email and phone) is intended for application assistance and accommodation requests only. We are unable to accept resumes or provide information about application status through the phone number or email address above. Resumes are only accepted through the online application process, and only qualified candidates will receive consideration and follow-up.

IHS Markit maintains a substance-free workplace; employees may be asked to submit to a drug test (where permitted by law). In addition, as a federal contractor in the United States, the company participates in the E-Verify Program to confirm eligibility to work.

For information please click on the following links:

IHS Markit Business Code of Conduct
Right to Work
EEO is the Law
EEO is the Law Supplement
Pay Transparency Statement Current Colleagues

If you are currently employed by IHS Markit, please apply internally via the Workday internal careers site.

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