Marcus Macdonald Email and Phone Number

Refinitiv, formerly the Financial & Risk business of Thomson Reuters, is one of the world’s largest providers of financial markets data and infrastructure. Serving more than 40,000 institutions in over 190 countries, we provide information, insights, and technology that drive innovation and performance in global markets. Our 160-year Reuters heritage of integrity enables customers to make critical decisions with confidence, while our unique open platform, best-in-class data, and cutting-edge technology bring greater opportunity to our customers. By advancing our customers, we drive progress for the entire financial community.

Refinitiv, formerly the Financial & Risk business of Thomson Reuters, is one of the world’s largest providers of financial markets data and infrastructure. Serving more than 40,000 institutions in over 190 countries, we provide information, insights, and technology that drive innovation and performance in global markets. Our 160-year Reuters heritage of integrity enables customers to make critical decisions with confidence, while our unique open platform, best-in-class data, and cutting-edge technology bring greater opportunity to our customers. By advancing our customers, we drive progress for the entire financial community.

• Champions the development and deployment of, and adherence to, new or improved processes or structures, in order that the company optimizes use of resources needed to support or enhance the delivery of products and services to customers, whilst maintaining or improving existing service levels.• Drives down incident rates and working within technical services to improve service recovery times.• Maintains a highly motivated and service focused support team.• Provides a high level of technical expertise and support.• Manages the engineering life cycle of all infrastructures, thus ensuring that all hardware, software and firmware, is maintained at the correct revision level and is supportable.• Manages key vendor day-to-day relationships and ensures effective management of maintenance and support contracts.• Manages and develops and a highly effective and motivated team with clearly defined objectives aligned to the overall objectives of technical services.• Plans and prioritizes work load of team, assigns staff to projects, develops team members and conducts staff appraisals.• Provides proactive problem management that reduces the volume of incident across the technology organization• Contributes work out of hours when appropriate to support major implementations or to react to high priority service issues.• Takes on the role of Technical Recovery Manager for major incidents within your defined area.• Budgets and manages staff related costs for one or more teams.• Responsible for multi-vendor hardware and software implementation and support.• Works with minimum supervision• Runs projects and/or works on projects with no supervision.• Delivers staffing and technical strategy for more than one technical teams.• Manages a multi-disciplined team of highly trained technical professionals • Provides career development for teams.

2nd Line of Operations Support for Thomson Reuters' Elektron Real-Time infrastructure.24x7 support schedule, shared with our team in India.We manage roughly 9000 business-critical physical servers in over 35 different data centers worldwide, running in-house developed software on a variety of operative systems.Some of my responsibilities are:· To take ownership of complex, escalated incidents,· To escalate incidents to L3 teams,· To chair and participate inter-team technical resolution calls regarding service impacting incidents,· To schedule and implement changes as part of the standard change and release management processes,· Writing of technical documentation for future reference,· Ad-hoc technical training and workshops,· Mentoring new engineers to aid in the on-boarding process.This position requires me to be knowledgeable in several technologies including:· Different versions of Windows, Linux and Unix operative systems, and how to troubleshoot them,· Different networking protocols that are industry standards for high speed multicast traffic, like IGMP, PIM, OSPF and BGP,· HP ProLiant blades and racked servers.

• Perform routine daily operations, monitoring, fault detection and initial troubleshooting for Servers and Network.• Responsible for checking server status both hardware and software on a regular basis• Handle the tasks of identifying server issues and escalate to the server support team in case of high level issues• Assigned maintenance responsibilities of servers through software and hardware upgrades• Handle the tasks of managing data backup of servers by checking backup logs and restoring files• Handle basic tasks like installation, configuration and maintenance of hardware serversto identify and report deficiencies in systems, services and procedures, and ensure that corrective actions identified are completed• Monitor system performance• Monitor network communication• To carry out scheduled system software and hardware upgrades as directed through the Change Management System, Participate in Operational Acceptance Testing (OAT) to meet operational needs.• Quickly arrange repair for hardware in occasion of hardware failure• Install software• To ensure that business critical task checklists are followed and that all scheduled events are completed correctly in a timely and efficient manner• To produce routine daily logs, exception reports and reports on major service incidents• Issuance of Internal Customer Notification of serious service affecting problems.• Service Support Escalation (Lateral & Vertical) for serious Service affecting incidents• Perform pre & post checks for market open, change execution & incident recovery• Conducting the first level troubleshooting support for Reuters system and network problems• Perform minor changes into production systems during the maintenance window with pre & post change/service checks• To ensure that services supported by the Data Center comply with Company targets and standards for DC Operations• Responsible for supporting Network Software and Hardware

• Support microcomputer and telecommunications hardware and networks: PC’s (PC & Mac) & peripherals Ethernet topology, fiber optics, and twisted pair cable networks• Support microcomputer and telecommunications licensed software• Maintain hardware and software in lab, classroom, and office environments• Provide hardware/software technical support to faculty/staff• Provide one-on-one software training with faculty/staff• Review and evaluate new hardware/software compatibility with environments• Troubleshoot academic and administrative computers and peripheral equipment• Provide phone support for student/faculty/staff