Team Lead, Service Assurance

We are seeking an experienced Team Leader to join our Service Assurance team based in Bangalore. Service Assurance is a team of 25 people who are supervising the technical support of customer site infrastructure, including network equipment (CPE, Switch, NID) and servers, across a 24x7 operational cycle.
As a Team Leader, you will play a crucial role in guiding and supporting the team to ensure the smooth and efficient delivery of services, meeting customer expectations and performance targets.
This role involves working within a shift rotation covering either the Asia or EMEA or American time zones, with the flexibility to address critical issues on weekends and adjust working hours as needed during the business week.

• Lead a team of technical specialists, ensuring high-quality service and effective resolution of issues related to customer site infrastructure
• Monitor team performance, metrics (KPIs), ensure alignment with the agreed SLAs
• Provide regular feedback and mentor team members to drive continuous improvement
• Coordinate shift-based operations, ensuring proper coverage and timely resolution of incidents
• Support and motivate the team, helping them to achieve both individual and team goals
• Escalate critical issues and provide updates to the leadership team on performance and challenges
• Foster a positive and collaborative team environment, ensuring clear communication and knowledge sharing
• Act as the primary point of escalation for complex technical issues and ensure prompt resolution
• Collaborate with internal teams and third-party vendors to ensure seamless service delivery
• Maintain and improve operational processes and workflows to optimize team efficiency and customer satisfaction
   

• Fluency in English is required
• Proven experience in a technical support or service assurance environment,
  preferably in managing network devices and servers
• Strong leadership and team management skills, with the ability to motivate and guide a diverse team
• Excellent analytical and problem-solving abilities, with a focus on driving performance improvements
• Solid understanding of infrastructure management and incident handling in a 24x7 operational setting
• Good communication skills, both written and verbal, with the ability to engage with both technical and non-technical stakeholders
• Ability to manage multiple tasks and prioritize effectively, ensuring operational goals are met
• Ability to work independently, with strong time management and decision-making skills
• Knowledge of KPIs and performance metrics for technical teams
• Flexibility to work in shifts based on demand

People are at the heart of what we do and drive the success of our business. Our colleagues thrive personally and expertly through our shared values of Integrity, Partnership, Change and Excellence, which are at the core of our culture. We embrace diversity and actively seek to attract people with unique backgrounds and perspectives. We are always looking at ways to become more agile, so we meet the needs of our teams and customers. We believe that an inclusive collaborative workplace is pivotal to our success and supports the potential and growth of all colleagues at LSEG.

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

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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