Chicago Board Options Exchange

Job Description:

Manager, Operations Support Center

Location: Chicago, IL (flex hybrid)

Building trusted markets —powered by our people.

The OSC Manager role is served by an experienced leader with responsibilities that include oversight of the team responsible for providing customer support and production level operational oversight of one or more Cboe Data Vantage platforms (e.g., Silexx, Indices, LiveVol, Trading Floor) as well as supplementary support for other systems supported by the Operations Support Center. This role will primarily be supporting Cboe Data Vantage's Silexx platform. The OSC Manager’s team is responsible for providing first level world class support in conjunction with solving problems, monitoring systems, and ensuring systems maintain a healthy state and troubleshooting when they are not. The OSC Manager will regularly liaise with key stakeholders in support of their platform(s) including internal business and technology teams. They will drive the strategy and success of larger projects, contributing to multiple areas of the organization. OSC Manager will play a key role with respect to supporting and providing guidance throughout the full project lifecycle to deliver on operational requirements necessary to successfully complete projects that are applicable to their platform(s) on schedule. They will tackle problems with no clear definition or that lack strategic definition. The OSC Manager will need to be capable of applying their knowledge in a manner that can convince stakeholders to act on achieving desirable outcomes for the organization while preserving relationships. Additionally, they will act as a point of escalation for customers.

Responsibilities:

Technical Support

• Lead the support team in providing first level and first-class support answering questions for Cboe Silexx and resolving customer issues related to APIs, trading and features/function using the “Deliver Plus One” standard
• Provide timely and professional communications (internal and external) servicing Operations Support Center (“OSC”) support email queues and providing customer phone support
• Manage Certification testing and verification
• Testing/understanding changes to systems and functionality prior to deployment
• Logical port creation and modification of default settings
• Analyze and investigate file delivery issues from SFTP, AWS and other cloud technologies.
• Analyze and investigate error logs and order trails, troubleshoot network issues and review relevant logs (e.g. FIX)
• Provide change management approval for system and customer changes

Trading/Product Support

• Develop team strengths and improve on weaknesses
• Refine procedures and processes to streamline workflows and eliminate manual tasks
• Organize and lead team initiatives and meetings related to support matters
• Create an inspirational team environment which fosters trust and open communication
• Establish solid working relationship with business and account coverage teams and provide assistance with data/order type behavior requests as well as escalations
• Lead the deployment of trading support applications and new features ensuring the team is well versed with any new functionality
• Assist third party clients with configuration set-up and troubleshooting
• Manage administrative system configuration changes (end user entitlements, routing rules, port & session creation)
• Work closely with Data Vantage Software Engineering team to provide timely corrective actions for open issues and to drive improvements to operational tooling that allow for added transparency and increased efficiency for the team

Operational System Monitoring

• Perform daily system startup/shutdown checks
• Respond to system health alerts and provide resolution directly or through proper escalation
• Monitor systems and keep dashboards healthy
• Monitor database health tools
• Ad-hoc project assignments

Job Requirements:

The ideal candidate will possess:

• Bachelor’s degree or higher
• 2+ years of experience in a leadership role
• Excellent written and verbal communication skills
• 5+ years’ experience in a financial securities or technical support position
• Experience with equities, options, futures, and/or foreign currency trading required with emphasis on options trading and options theoretical pricing (i.e. greeks).
• Experience using and/or supporting Order and Execution Management Systems (OEMS) required
• Experience deciphering trading related messaging and technologies such as FIX protocol and strong understanding of order lifecycle related workflows required
• Experience with cloud technologies such as AWS and Snowflake and strong understanding of file delivery protocols desired
• Experience with market analytics (i.e., Time and Sales, Earnings, Volatilities) desired
• Vigorous desire to learn Cboe technology and to become an expert with respect to key market structure concepts
• An innovative spirit and a willingness to drive and support positive change to the platform and operational processes and procedures
• Ability to establish strong and productive working relationships across departments
• Ability to work well in a dynamic team-oriented environment
• Ability to participate in weekend testing, weekend system verifications and weekday off-hours on-call support as required
• Proficiency in SFTP protocol, SQL, Windows and Linux desired
• Strong troubleshooting, problem-solving, analytical, and customer service skills
• Capability to multi-task and prioritize
• Strong attention to detail

The Cboe Experience

Whether you are just beginning your career or are a senior-level professional, working at Cboe will offer you countless opportunities to develop skills, make an impact through meaningful contributions, and gain rich experiences at an accelerated pace. By working collaboratively with smart, genuine and hardworking colleagues, you will build enduring relationships through frequent collaboration that will serve you well throughout your career, regardless of your chosen path. And, along your exceptional career journey at Cboe you’ll receive amazing benefits and robust rewards.

Benefits and Perks of working for Cboe Global Markets

We value the total wellbeing of our people – including health, financial, personal and social wellness. We believe standard benefits like health insurance and fair pay are a given at any organization. Still, you should know we offer:

• Medical Coverage
• Prescription Drug Coverage
• Additional Medical Benefit
• Dental Coverage
• Vision Coverage
• Spending Accounts
• Life and AD&D Insurance
• Retirement Savings Plan
• Employee Stock Purchase Plan (ESPP)
• Voluntary & Additional Benefits
• Paid Time Off

Equal Employment Opportunity

We're proud to be an equal opportunity employer - and celebrate our associates' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status.

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Our pay ranges are determined by a number of factors, including, but not limited to, role, experience, level, and location. The national new hire base pay range for this job in the United States is $114,750-$141,750. This range represents the minimum and maximum base pay the company expects to offer for new hires working in the position full time. If you live in one of the following areas or if you work in a Cboe office in the following areas, the range may be higher according to the geographic differentials listed below:

US Geographic Differentials:

• 110%: Austin TX, Chicago IL, Denver CO, San Diego CA
• 115%: Los Angeles CA, Seattle WA
• 120%: Boston MA, Washington DC
• 125%: New York City NY
• 130%: San Francisco CA

Within the range, individual pay is determined by a number of factors, including, but not limited to, work location, job-related skills, experience, and relevant education or training. In addition to base pay, our total rewards program includes an annual variable pay program and benefits including healthcare (medical, dental and vision), 401 (k) with a generous company match, life and disability insurance, paid time off, market-leading tuition assistance, and much more! Your recruiter will provide more details about the total compensation package, including variable pay and benefits, during the hiring process. For further information on our total rewards program, visit TOTAL REWARDS @CBOE.

Any communication from Cboe regarding this position will only come from a Cboe recruiter who has a @cboe.com email or via LinkedIn Recruiter. Cboe does not use any other third party communication tools for recruiting purposes.