Operations
Overview
Operations oversees the technological infrastructure of Bloomberg—everything sustaining the core strength and efficiency of our products. We deliver all Bloomberg platforms, which are all on the cutting edge. Our teams include Global Customer Support, Installations, Global Tech Support, Networks, Information Systems Security, Information Systems, Field Services and Customer Account Management Systems.
Though our solutions are technology-based, customer service defines all of Operations—around 25% technical and 75% person-to-person. Teamwork is one of our biggest selling points. Working in Operations means collaborating with people and logistically executing across regions worldwide.
Core Teams Include:
- GTEC – Solving software, hardware, biometric security and networking challenges 24/7.
- GCUS – Dynamically supporting our global clients with live customer service and general assistance.
- Installations – Getting clients up and running on Bloomberg devices.
- Networks – Supporting connectivity on the largest private network in the world.
Case Study: Enterprise Networking
Networks delivers and supports point-to-point connectivity for all Bloomberg platforms. We also take the lead in infrastructure development for Enterprise products.
Enterprise Thinking
Our Enterprise products deliver pure Bloomberg data, which clients can flow into internal data applications. This new delivery model is changing the way we deploy to clients.
Increased Responsibility
Through Enterprise, Networks is responsible for providing not just a link but also support and technical expertise. We partner with client IT to discuss bandwidth, net into systems and track performance of our custom solutions. With this responsibility comes power to directly influence client relationships. Speed up the client’s data feed, and you’re helping their business.
Greater Dividends
Custom-built solutions present incredible challenges, and we’re rising to the occasion. Enterprise networking is empowering our teams to deliver better availability, better up time, better service and better transparency to the customer.
Business – Global Technical Support (GTEC)
Global Technical Support (or GTEC) keeps the living network connected. Our professionals utilize every aspect of advanced IT knowledge to troubleshoot, resolve challenges and convert feedback into enhancements.
We thrive in one of the fastest-paced cultures in the world—providing 24/7 guidance at the tail-end of the most accelerated software release cycle. That means you can’t be timid. New products and enhancements launch daily, which you are responsible to support. You need to step up and be heard to solve client issues.
GTEC serves clients and colleagues. Inquiries can come from anywhere, from client CEOs to your colleague down the hall. That makes multitasking key. Customers interact with GTEC via phone calls, IB chats and direct help tickets. Internal colleagues may communicate through tickets or internal department chats. Work occurs on and off site, in person and electronically.
As a major line of client feedback, we team with R&D;, the CTO and more, to beta-test all new Bloomberg products. For example, GTEC was the first Bloomberg team to interact with the Bloomberg iPad app.
Who thrives here? Technical people, who can use their expertise to solve real challenges. With no escalation for customer support queries, we empower every GTEC associate to solve any customer problem.
GTEC professionals perform under pressure. Our workstations simulate a trader’s desk with four flat panels, called the "Squat System." We navigate unique client systems, which can include LED screens, dozens of HD panels, etc. Issues handled include Hardware, Software, Connectivity/Network, Login, Function Slowness, Mobile (BlackBerry, iPhone and Windows Mobile), Excel Add-in (Desktop API) and Data Feeds, including Server API and Data License.
Business – Installations
Installations is the front line when it comes to getting you up and running on Bloomberg. Our project managers and on-site professionals do what it takes to integrate Bloomberg into our clients’ work environments.
In these high-visibility project roles, you’ll act as primary contact. To complete projects with maximum efficiency, you’ll team with counterparts across regions. You’ll assist and advise on such issues as determining the best infrastructure for connectivity and ensuring the process meets client demands.
Installations is a sizeable team. Project management happens on a global scale, with more than 80 team members and more than 250 field service personnel between New York, Frankfurt, London, São Paulo, Tokyo, Hong Kong, Singapore, Australia and Mumbai. The everyday camaraderie and diversity of the team is beyond unique—it’s compelling. It’s something that most people never experience professionally.
Every time a client purchases a Bloomberg desktop, relocates and/or converts hardware or software, it’s up to the Installation Coordinator to make the transition quick and seamless. From a Bloomberg perspective, Installations teams with more departments than any other Bloomberg business. We interact with Sales, Contracts, Accounting, Supply Chain, Networks and more.
Who thrives here? People with a passion for technology and a flair for customer service. Solid contributors with not only ideas but also the organizational skills and attention to detail to make them happen.
Business – Networks
Networks delivers and supports continuous connectivity for all Bloomberg solutions, including the Bloomberg Professional® service—the world’s largest private network. Our reputation for speed and dependability is among the highest in any industry. We aim to build on that reputation.
We provide the fiber-optic and technological framework upon which all Bloomberg data, news and analysis is delivered. Networks connects all data points—whether it’s between Bloomberg offices, data centers or remote nodal sites for clients. We even net directly with IT departments to assure delivery of service required.
Worldwide, there’s a reason that Bloomberg service is faster and more reliable than the Internet. Even Bloomberg.com is more reliable than your typical site. We’ve rarely had a service interruption in our history.
Networks supports a 24/7 staff in all regions, making unprecedented investments to make the Bloomberg network mostly self-run and self-managed. Most companies rely upon managed services to bring connectivity from place to place. At Bloomberg, we prefer to accomplish it ourselves, and gain dividends in reliability.
We act as a company within a company, offering Bloomberg-quality service at a lower cost than outside vendors. We own our equipment and telecommunications lines, building point-to-point but also handling enterprise infrastructure development.
Who thrives here? Inquisitive, assertive, collaborative personalities. Individuals with expertise, who aren’t afraid to contribute fresh ideas. Professionals with the technical perspective to troubleshoot, link and test quickly. People with the communications know-how to sell Networks as a value-added service, internally and externally.