Senior Manager, Client Support

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.

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