Senior Manager, Client Support

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.