• Led, developed, and motivated a team of 3-4 Level 3 support engineers• Coached client facing support engineers located in Japan, Australia and India to handle client queries to Thomson Reuters Products (Elektron/Data Feed Direct/IDN) in Asia Pacific markets.• Developed, supported, and mentored team members in troubleshooting real-time data feed and technical issues.• Managed and tracked daily production issues; ensure effective and timely resolution and communication to the client.• Worked as a bridge to communicate between multinational developers, business analysts and support engineers to ensure all production issues are being addressed, investigated, and identified.• Mentors operation and delivery support engineers located in India, Japan, Australia, and US to develop production release process, post-release checklist and BCP or market rehearsal guidelines.• Motivated and educated staff to deliver on customer satisfaction results and performance goals.• Provided overall direction, determine customer requirements, manage expectation, allocate resources, guide problem solving activities, determine staffing needs and help develop customer support engineers• Managed the service level agreements and key performance indicators through real time observation, coaching and feedback.• Delivered ITIL practices on serious outages in production by deep diving all system/operation logs, exchange journals, implementation procedures, etc to follow-up actions for root cause identification, recurrence prevention and any improvement in problem detection and resolution.• Partner with senior leadership to fully understand the needs of the business and participate in corporate business initiatives appropriate.• Participated in the development and change enhancement of general process and/or coaching procedure that support company service.• Performed quarterly performance reviews of all team members and provided constructive feedback.

• Managed and tracked daily production issues; ensure effective and timely resolution and communication to the client.• Coached client facing support engineers located in Japan, Australia and India to handle client queries to Thomson Reuters Products (Data Feed Direct) in Asia Pacific markets.• Understood client/end-user issues and translated this into problem statement for investigation and able to explain technical issue to non-technical audiences in English• Participated to Change Advisory Board meeting to follow up bug fixes on upcoming releases

• Troubleshooting day-to-day real-time application support service issues, and handling data enquiries in Thomson Reuters Data Feed Direct. • Picked up service tickets, started troubleshooting issues and completed within the period.• Capable of understanding client/end-user issues and translating this into problem statement for investigation and able to explain the technical issue to non-technical audiences in English• Required to work out of normal business hours on weekends, or early morning shifts according to business needs (e.g. emergency support, weekend market rehearsal etc.)

• Assisted the team to develop effective testing plans, test scenarios, test cases and requirements traceability.• Provide requirements and review the design and quality of automated test tool developed• Performed manual and/or automated testing include functional, integration and regression.• Set up and managed internal data feed direct infrastructure network setup and maintenance• Experienced in assisting and supporting users in User Acceptance Tests and prepare application documentation, implementation of application systems