Lead Technical Specialist
Thomson Reuters (Markets) LLC
3 Times Square, New York, NY 10036
Lead Technical Specialist (New York, NY)
Job Duties: The Lead Technical Specialist will manage customer expectation and provide proper support service, and investigate technical issues from clients to find root cause of the problem and able to find workaround to the client.
Maintain verbal or written communication with TAMs and customers to keep them up to date with status of the technical issues our clients present.
Perform deep dive investigations for forensic engineering by analyzing and processing captured data from client site and in house to understand the root causes of the problems reported by our customers and design a solution to prevent them from happening again.
With the root cause of the problem analyzed, categorize the issue and understand to which component it corresponds to individualize the proper development team and work together towards solution.
Perform debugging sessions either at client site or in house to help to establish symptoms, diagnose and analysis of programmatic errors on proprietary financial products.
Advance and extensive use of Fiddler and Wireshark to be able to analyze networks captures made to central systems for use on troubleshooting complex communication issues between client and server.
Ability to assess and recommend physical or configuration changes on client sites to allow them to work seamlessly with Thomson Reuters Financial applications.
Organize, arrange, plan and deliver training sessions for internal staff and external clients on how to technically understand how products work and information is delivered.
Have specific understanding of how computer system works to be able to interpret where the problem lies in order to perform the investigation.
Proactively contribute technical knowledge and recommendations to both internal and external clients on our proprietary and internally developed financial desktop products
Provide training and knowledge sharing to the other support level.
Carry out onsite investigation/liaise with client if required on further technical and product investigation
Provide 24x7 supports for Severity-1 issues.
- Communicate and Coordinate with regional support groups, product managers technical account teams and development/QA/Operations teams located in London, Paris, Bangkok, Tokyo, Hong Kong, Sydney, St. Louis and New York.
Thomson Reuters provides professionals with the intelligence, technology and human expertise they need to find trusted answers. We enable professionals in the financial and risk, legal, tax and accounting, and media markets to make the decisions that matter most, all powered by the world's most trusted news organization.
Bachelor'sdegree (or foreign equivalent) in Computer Engineering, Computer Science,Computer Technology, or related fieldplus 5 years of progressive experience as a Technical Representative/or SupportEngineer or similar role. Experiencemust include the following, which may be gained concurrently:
1) 5 years of experience on financialapplication support.
2) 5 years of experience on root causeanalysis.
3) 5 years of experience on complexfinancial network support and implementation.
4) 5 years of experience on systemadministration of Linux and Windows environments.
5) 3 years of experience in applicationdebugging.
6) 1 year experience handling technicalquestions raised by clients and field staff regarding domain knowledge.
7) Must have ITIL certification and CCNAcertification.
8) Must be able to provide 24x7 supportsfor Severity-1 issues.
At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one – collaborating to reach shared goals, and developing through challenging and meaningful experiences. With over 50,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Bring your ambition to make a difference. We'll bring a world of opportunities.
As a global business we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.
Intrigued by a challenge as large and fascinating as the world itself? Come join us.
To learn more about what we offer, please visit thomsonreuters.com/careers.
More information about Thomson Reuters can be found on thomsonreuters.com.
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