Job Purpose
ICE Consolidated Feed aggregates low-latency financial data across asset classes from over 600 sources including but not limited to most major global exchanges to provide real-time market data in a normalised, easy-to-consume format. Meanwhile, ICE Consolidated History is a file-based product providing extensive historical tick data. These products cater to a range of client needs, such as trading application display, algorithmic trading, risk management, back-testing, and compliance trade surveillance.
Responsibilities
- Provide exceptional customer service by resolving client enquiries by email, phone, and web chat.
- Troubleshoot technical issues within our data distribution system, as well as investigate market data content issues as L1/L2 support. Typical technical inquiries include resolving client disconnections, investigating network drops, analyzing market data delays/latency, and answering API usage questions. Market data content enquiries might include data behaviour questions on specific exchanges, order book status confirmations, and corporate action processing.
- Communicate in an official capacity representing ICE Data Services with clients regarding ongoing market data incidents, upcoming changes, and the status of open inquiries.
- Collaborate with Product, Development, QA, and Sales teams to assist with potential client upsell opportunities, expedite bug fixes, and more.
- Lead client-facing engagements such as regular support calls and ad-hoc escalations.
- Relay client feedback constructively to internal teams to influence decisions and improve client satisfaction.
- Identify opportunities to enhance client interactions and team workflow.
- Develop a deep understanding of ICE Data Services market data products, IT architecture, and customer base.
Knowledge and Experience
- Essential Qualities
- Commitment to customer service excellence, characterized by helpfulness, reliability, attention to detail, and professionalism.
- Excellent communication and skills, both written and oral, capable of effectively engaging with diverse audiences and contexts (e.g., internal vs. external, trading clients vs. data analytics firms).
- Strong interpersonal skills to build client trust, navigate sensitive conversations, and influence internal decision-making.
- Natural aptitude for analysis and technical troubleshooting, demonstrating logical thinking and a methodical approach to problem-solving.
- Excellent organizational skills to effectively manage workload and handle multiple assignments in parallel.
- General knowledge of financial markets and financial instruments.
- Business proficiency in spoken and written Korean to communicate with our Korean speaking clients in Korea.
- In addition, the ideal candidate will possess several of the following qualities :
- Degree in Engineering, Computer Science, Finance, Economics or a similar field.
- Prior work industry experience in market data or financial services.
- Experience in an IT technology-oriented role including but not limited to: Application support, software developer, system administrator, implementation engineer, technical account manager.
- Experience in a client-facing role handling high-stakes issues that require accuracy and tact.
- Experience working in Unix/Linux environment.
- Good knowledge of the functions of financial institutions, their use of market data, and how financial instruments are traded (equities, bonds, derivatives, crypto, etc.).
- Familiarity with software development lifecycle and best practices in IT service delivery.
- Experience debugging and writing scripts (Python, bash, PowerShell, etc.).
- Exposure to networking concepts (TCP/IP, firewalls, VPNs, basic network troubleshooting).
