Sr Manager, Operations Support Center

About the position

The Operations Support Center (OSC) Manager role is served by a capable 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., LiveVol, DataShop, Silexx, Indices, 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 LiveVol and DataShop platforms. The OSC Manager's team is responsible for providing first level world class support in conjunction with solving problems, monitoring systems, industry-wide options obvious error support, 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 also act as a point of escalation for customers including options exchanges for theoretical pricing support. Additionally, the 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.

Responsibilities

• Lead the support team in providing first level and first-class support answering questions for Cboe LiveVol and DataShop and resolving customer issues related to APIs, trading and features/function using the 'Deliver Plus One' standard
• Provide options pricing decisions based on Options Obvious Error Listing rules
• 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.
• Provide change management approval for system and customer changes
• 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
• 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

Requirements

• Bachelor's degree or higher
• 5+ 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 with market analytics (i.e., Time and Sales, Earnings, Volatilities) required
• Experience with cloud technologies such as AWS and Snowflake and strong understanding of file delivery protocols
• 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 participate in weekend testing, weekend system verifications and weekday off-hours on-call support as required
• Proficiency in SQL, Windows and Linux desired
• Strong troubleshooting, problem-solving, analytical, and customer service skills
• Capability to multi-task and prioritize
• Strong attention to detail

Benefits

• 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