Job Description
Job Purpose
ICE Data Services (IDS), a global leader in financial market data and analytics, is seeking an experienced Senior Manager, Client Support to join our Hyderabad team. This is a hands-on leadership role spanning people development, shift operations, client escalation, and cross-functional product partnership across multiple IDS divisions.
Responsible for managing a team of specialists across multiple shifts with the primary focus on Pricing and Reference Data and extending to Derivatives and Indices.
The successful candidate will bring deep domain expertise and a proven track record in high-touch client support within financial markets as well as internal engagement with senior management globally. They will act as a trusted escalation point, a cross-functional leader, and a strategic voice of the customer — driving both client satisfaction and internal product improvement.
Responsibilities
- 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 client support specialists across day and night shifts, ensuring seamless 24x5 (and weekend on-call) coverage.
- Own shift scheduling, handoff protocols, and queue management to maintain SLA commitments during peak and off-hours.
- Mentor junior support team members, establishing best practices for issue diagnosis, documentation, and client communication.
- 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 and reduce recurring incidents.
- Act as a strategic liaison between clients and internal stakeholders — including Sales, Relationship Management, Product, Development, and QA — championing client needs and influencing the product roadmap.
- Build and maintain deep, trusted relationships with key clients, functioning as a subject matter expert across IDS's market data product suite.
- Contribute to the development of internal knowledge bases, runbooks, and client-facing documentation to improve team efficiency and client self-service capabilities.
- Participate in cross-regional initiatives and represent the client base in global support strategy discussions.
Knowledge And Experience
- Bachelor's degree (BA/BSc) in Finance, Computer Science, Economics, or a related field is required.
- Advanced degree or relevant professional certifications (e.g., CFA Level I+, FRM) are a plus.
- 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.
Preferred Knowledge And Experience
- 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.
