Operations Support Center Specialist - Remote OR Flexible Hybrid (Friday/Saturday/Sunday/Monday schedule)

Job Description

At Cboe, we inspire our people to solve complex challenges together because what we do matters. We provide the financial infrastructure that powers the global economy. As a leading provider of market infrastructure and tradable products, Cboe delivers cutting-edge trading, clearing and investment solutions to market participants around the world. 

We’re building inclusive ways to support professional and personal development while strengthening the trust we’ve earned as a global market leader. Our teams are empowered to share ideas, actively pursue them and bring on a challenge. As champions of internal mobility and access to opportunity, we encourage our people to “go for it” and equip our managers with the training to coach their teams to the next level. Our Associate Resource Groups champion diversity, equity and inclusion, giving associates a safe space to network, share ideas and create opportunities.  

Sound like the place for you? Join us! 

Please note the schedule for this role: Friday (7am - 4pm CST), Saturday (7am - 7pm CST), Sunday (7am - 7pm CST), and Monday (7am - 4pm CST).

Please note the location for this role: We are open to someone being fully remote OR working a flexible hybrid schedule in one of our Cboe offices (Chicago, IL, Lenexa, KS or New York, NY).

As an Operations Support Center Specialist, you will be responsible for supporting the Cboe Index Platform, data and access solutions platforms and other exchange related systems. These are real-time systems that are actively utilized by the most demanding professional market participants. You will work on a team responsible for providing first level world class support. You will solve problems, monitor systems and ensure they maintain a healthy state and troubleshoot when they are not. The problems are challenging but rewarding and we look forward to hearing from you if you feel up to the task.

Responsibilities:

Technical Support

• Primary Support of Index platform and secondary support of other Cboe related platforms
• Provide first level and world class support answering questions for the Index platform and a variety of Cboe supported platforms and resolving customer issues related to APIs, trading and features/function using the “Deliver Plus One” standard
• Provide timely and professional outbound communications (internal and external) servicing OSC support email queues and providing customer phone support
• API Certification testing
• Logical port creation and modification of default settings
• Testing/understanding changes to systems and functionality prior to deployment
• Investigate error logs and Index dissemination issues, troubleshoot network issues and review relevant logs

Trading/Product Support

• Support Index business teams with data/order type behavior requests
• Assist third party clients with configuration set-up and troubleshooting
• Support administrative system configuration changes (end user entitlements, routing rules, port & session creation)
• Support of Cboe related products and trading support applications (e.g. LiveVol, Index Platform, Silexx, etc…)
• Data mining and research

Operational System Monitoring

• Perform daily system startup/shutdown checks
• Monitor systems and keep dashboards green
• Monitor database health tools
• Options Product Management (i.e. new listings, maintenance, replacement, validation, and de-listings)
• Ad hoc project assignments

Job Requirements:

• Bachelor’s degree or higher in Computer Science, Computer Engineering, Software Engineering, Business, Financial Services, Communications, or a related discipline preferred
• 4+ years experience in a securities related or technical support position
• Ability to support a four-day work schedule that spans the weekend
• Ability to participate in weekend testing, weekend system verifications and weekday off-hours support paging as required
• Proficiency with Windows required
• General comfort with SQL required
• Proficiency with Linux required
• Comfort with Agile Development Methodology required
• Strong troubleshooting, problem-solving and customer service skills required
• Excellent written and verbal communication skills required
• Strong attention to detail required
• Ability to organize and prioritize tasks and work assignments; complete multiple tasks simultaneously with accuracy and quality; adjust to changes in priorities and situations; complete work under pressure; meet deadlines.
• Vigorous desire to learn Cboe technology and to become an expert with respect to key market structure concepts
• Ability to work well in a dynamic team-oriented environment
• Experien