GlobalLINK Platform Support-Team Lead

Overview

• Handling client requests over mail and phone to demonstrate excellent client service and problem resolution skills.
• Provide first level application support which includes system monitoring, user set up and maintenance, report generation and inquiry management and resolution
• Research, resolve and respond to incoming user inquiries from external and internal stakeholders with urgency
• Diagnose and troubleshoot platform issues including account access, password resets, certificate issues and trade related events
• Understand the evolving changes, best practices, and new learnings and continuously update and enhance standard operating procedures
• Guide users through basic login issues and platform features
• Taking ownership of the shift deliverables and providing handovers and signoffs.
• Reducing the volume of non-value-added tasks and manual tasks. Proactively identify and plug control gaps within the process.
• Automate process through AI ideas
• Monitor system alerts and escalate potential issues and delays to management
• Timely resolution, escalation of unresolved or complex issues to Level 2 support
• Excellent telephone etiquette
• Support Application Programming Interface, (API) connections
• An individual contributor role
• Strong Customer service mindset
• Excellent written and verbal communication skills
• 6-8 years experience in securities operations with a focus on FX / FI platform support
• Hands on expertise of SQL database, Power BI and Excel is preferrable.
• Ability to think critically and resolve complex problems.
• Strong excel skills – VLookups and Pivot Tables
• Ability to work under pressure, working to deadlines in a high-volume environment
• User acceptance and System Integration Testing

Who we are looking for:

GlobalLink is State Street’s suite of electronic trading platforms designed to support institutional investors across the full trade lifecycle. Delivered through the LINK digital environment, GlobalLink provides access to multi‑asset class trading capabilities—including foreign exchange, fixed income, cash, and post‑trade solutions—while integrating pre‑trade analytics, execution venues, and post‑trade workflows into a single, interoperable platform. By combining State Street’s proprietary applications with third‑party connectivity, GlobalLink helps clients improve transparency, enhance execution quality, reduce operational risk, and streamline complex trading and settlement processes across global markets. GlobalLink Platform Support team is the centralised level 1 client support hub for all GlobalLink applications like FX Connect, Currenex, Trade Nexus, Fund Connect, Venturi, BESTEX, GLIM, StreetFX and GlobalLink Payments.

Why this role is important to us:

The team you will be joining is GlobalLink Platform Support Team which is the centralized Level‑1 client support hub for all GlobalLink applications providing follow‑the‑sun client support in partnership with global teams. The role includes responsibilities like User access and entitlement management, access and login troubleshoot, ticket triaging and resolution, fund reconciliation &reporting and trade support.

What you will be responsible for

As GlobalLINK Platform Support-Team Lead you will be responsible for,

Knowledge/Experience/Skills Required

Shift Timings: Rotational Shifts serving US, EMEA and APAC zones

(Please note that we are not looking for Senior System Engineers or candidates with strong P2 or P3 support experience)

About State Street

What we do. State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation we’re making our mark on the financial services industry. For more than two centuries, we’ve been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.

Work, Live and Grow. We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary in locations, but you may expect generous medical care, insurance and savings plans among other perks. You’ll have access to flexible Work Program to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.

Inclusion, Diversity and Social Responsibility. We truly believe our employees’ diverse backgrounds, experiences and perspective are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome the candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner