GlobalLINK Platform Support-Team Lead
State Street · Bengaluru, Karnataka, India
- On site
- Full-time
- $100,000 / year
- Bengaluru, Karnataka, India
Job highlights
- Lead GlobalLink platform support for institutional investors.
- Resolve client inquiries and troubleshoot platform issues.
- Manage user access, entitlements, and system monitoring.
- Support FX Connect, Currenex, and other GlobalLink applications.
- Collaborate with global teams in a follow-the-sun model.
About the role
About GlobalLink Platform Support Team Lead at State Street
Join the GlobalLink Platform Support Team, the centralized Level-1 client support hub for all GlobalLink applications. This team provides essential follow-the-sun client support in partnership with global teams, ensuring seamless operations for institutional investors.
Responsibilities
As the GlobalLINK Platform Support-Team Lead, you will be responsible for:
- Client-facing engagement with a strong emphasis on client service and problem resolution.
- Providing first-level application support, including system monitoring, user setup and maintenance, report generation, and inquiry management.
- Researching, resolving, and responding to incoming user inquiries from external and internal stakeholders with urgency.
- Diagnosing and troubleshooting platform issues such as account access, password resets, certificate issues, and trade-related events.
- Guiding users through basic login issues and platform features.
- Monitoring system alerts and escalating potential issues and delays to management.
- Ensuring timely resolution and escalation of unresolved or complex issues to Level 2 support.
- Maintaining excellent telephone etiquette.
- Supporting Application Programming Interface (API) connections.
- Managing multiple tasks and priorities effectively.
- Demonstrating strong communication skills, both written and verbal.
- Performing under pressure and meeting deadlines in a high-volume environment.
- Conducting User Acceptance and System Integration Testing.
Key Skills and Competencies
- Customer Focus
- Financial Industry Experience (FX/FI platform support/operations)
- SQL Database Expertise
- Power BI Proficiency
- Advanced Excel Skills (VLookups, Pivot Tables)
- Critical Thinking and Problem-Solving
- Written and Verbal Communication
- User Acceptance Testing
- System Integration Testing
- Client Service
Skills & topics
- Platform Support
- Team Lead
- Client Service
- Financial Industry
- FX
- FI
- SQL
- Power BI
- Excel
- API
- State Street
- Trading Platforms
- Issue Resolution
- System Monitoring
- User Access Management
How to get hired
- Tailor your resume: Highlight your 6-8 years of financial industry experience, focusing on FX/FI platform support, SQL, Power BI, and Excel skills.
- Showcase client service: Emphasize your ability to resolve complex problems, manage multiple priorities, and communicate effectively under pressure.
- Prepare for technical questions: Be ready to discuss your experience with SQL databases, Power BI, Excel (VLookups, Pivot Tables), API connections, and system integration testing.
- Demonstrate leadership potential: As a Team Lead role, showcase any experience in guiding or mentoring team members and managing escalations.
- Research State Street: Understand their commitment to innovation in financial services and their focus on client success and employee development.
Technical preparation
Master SQL queries for data analysis and reporting.,Practice Power BI for creating insightful visualizations.,Refine VLookup and Pivot Table skills in Excel.,Understand API connection troubleshooting processes.
Behavioral questions
Describe a time you resolved a complex client issue.,How do you manage competing priorities under pressure?,Give an example of excellent customer service you provided.,How would you escalate a critical system alert?
Frequently asked questions
- What are the primary responsibilities of a GlobalLINK Platform Support Team Lead at State Street?
- The GlobalLINK Platform Support Team Lead is responsible for client-facing support, troubleshooting platform issues, managing user access, monitoring systems, and escalating complex problems. This role also involves guiding users, supporting API connections, and ensuring timely issue resolution in a high-volume environment.
- What technical skills are essential for this GlobalLINK Platform Support Team Lead position?
- Essential technical skills include hands-on expertise with SQL databases, Power BI, and advanced Excel functions like VLookups and Pivot Tables. Experience with Application Programming Interface (API) connections and User Acceptance/System Integration Testing is also crucial.
- What kind of experience is required for the GlobalLINK Platform Support Team Lead role?
- Candidates need 6 to 8 years of experience in the financial industry, with a specific focus on FX/FI platform support and/or operations. Strong customer focus and problem-solving abilities are also key requirements.
- How does the GlobalLink Platform Support Team provide client support?
- The GlobalLink Platform Support Team acts as a centralized Level-1 client support hub for all GlobalLink applications. They provide follow-the-sun client support in partnership with global teams, covering a wide range of issues from user access to trade support across different time zones.
- What is the GlobalLink platform at State Street?
- GlobalLink is State Street's suite of electronic trading platforms designed to support institutional investors throughout the entire trade lifecycle. It offers multi-asset class trading capabilities and integrates pre-trade analytics, execution venues, and post-trade workflows into a single platform.
- Are there opportunities for career growth within State Street for a GlobalLINK Platform Support Team Lead?
- State Street emphasizes employee development with a wealth of programs and educational support. While this is a Team Lead role, the company's commitment to growth suggests potential career advancement within platform support, operations, or other financial services areas.
- What are the shift timings for the GlobalLINK Platform Support Team Lead role?
- The shift timings for this role are rotational, covering US, EMEA, and APAC zones to provide follow-the-sun client support. This ensures continuous service availability for global clients.