GlobalLINK Platform Support-Team Lead

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, 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 Knowledge/Experience/Skills Required 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