Senior Manager, Client Support
On-siteHyderabad, Telangana, India
Job Summary
Serve as the primary escalation point for complex, time-sensitive client issues involving mission-critical market data applications, ensuring swift and effective resolution. Lead, hire, and develop a team of specialists across day and night shifts, managing 24x5 coverage and weekend on-call rotations. Own shift scheduling, handoff protocols, and queue management to maintain SLA commitments during peak and off-hours. Independently own end-to-end resolution of technically sophisticated client inquiries, including root cause analysis across data, connectivity, and application layers. Proactively identify patterns in client issues and collaborate with Product and Development teams to drive systemic improvements. Act as a strategic liaison between clients and internal stakeholders, championing client needs and influencing the product roadmap. Build and maintain deep, trusted relationships with key clients while contributing to internal knowledge bases and documentation.
Required Qualifications
- Bachelor's degree (BA/BSc) in Finance, Computer Science, Economics, or a related field
- 12+ years of experience in a client-facing technical support, solutions engineering, or market data operations role within the financial services industry
- 3+ years managing a support or operations team, including shift-based or 24x7 environments
- Demonstrated expertise in financial market data — including Pricing, Reference Data, Derivatives, and/or Indices — and a thorough understanding of how this data is consumed across front, middle, and back office functions
- Strong technical proficiency, including the ability to independently troubleshoot complex data and connectivity issues
- Exceptional communication skills in English (written and verbal), with the ability to engage credibly with both technical teams and senior client stakeholders
- Proven ability to manage multiple high-priority issues simultaneously under pressure, with a strong sense of ownership and accountability
- Experience collaborating cross-functionally with Product, Development, and Sales teams, with a track record of influencing outcomes beyond the immediate support function
Desired Qualifications
- Advanced degree or relevant professional certifications (e.g., CFA Level I+, FRM)
- Prior experience with IDS, Bloomberg, Refinitiv/LSEG, or comparable market data platforms
- Familiarity with data delivery mechanisms such as FTP/SFTP, APIs, and feed-based distribution
- Knowledge of financial instruments including fixed income, equities, derivatives, and structured products
- Hands-on experience with Python scripting for data analysis or automation
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