Senior Specialist, Operations Support Center



Customer Service, Operations
Multiple locations
Posted on Friday, June 21, 2024

Job Description

The Sr. OSC Specialist role is served by veteran financial technologists with responsibilities that include providing customer support and production level operational oversight of one or more of Cboe’s Data and Access Solutions platforms and services (e.g., Hanweck, Silexx, Indices, LiveVol, Trade Alert) as well as supplementary support for certain other exchange related systems. This role 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. A Sr. OSC Specialist may also provide for support of certain compliance and/or regulatory support functions. Sr. OSC Specialists will often act as a liaison between different stakeholders including global and regional banks, buy side firms, corporates, prime brokers, and vendors along with internal business and technology teams. Sr. OSC Specialists must be able to work independently with little to no direct supervision in performing their duties. Additionally, individuals in this role will have many opportunities to provide input into the full lifecycle of projects and to directly impact the success of the team and the greater organization.


  • Provide Subject Matter Expertise in one or more areas critical to production operations support by mentoring, providing guidance to, and through training to Cboe staff. Liaise with vendors and operators of facilities supporting critical financial infrastructure. Provide thought leadership and act as an escalation point for the team. Participate in and represent Cboe within various industry forums relevant to Operations support.
  • Liaise with business associates, customers, and software engineers to define and design new features and functions. Support implementation of configuration updates (e.g., SQL) required to affect platform change to enable new system functionality. Test changes to systems and platform functionality prior to deployment and work with software engineering team to resolve systemic issues that are identified. Lead and participate in internal and industry-wide weekend testing as needed.
  • Perform analytical functions to troubleshoot and explain complex technical and/or trading issues, conduct root cause analysis as well as impact analysis studies, and resolve customer issues for Cboe DnA platforms and services. (E.g., market data, order entry, web service APIs. Participate in operational on-call support rotations as needed.)
  • Utilize SQL to conduct data mining against databases, a UNIX shell to examine log files, or Cboe proprietary tools in support of gathering and analyzing data to provide reports to and service the needs of customers and business teams.
  • Perform daily system checks and periodically review audit logs to verify system changes. Monitor active production, disaster recovery, and certification/test environment systems and ensure Cboe platforms and systems are operating as expected. Take direct action to resolve known issues. Provide customers, regulators, and the business with live updates related to systems and trading issues.
  • Provide customers and sales support and training related to platform behavior, order processing behavior, market structure, market data dissemination and feature/functions.
  • Update internal technical and operations procedures within the Operations team’s Confluence space. Draft technical notices and updates to technical specifications.
  • Onboard new clients, establish client access to platforms, provision new services, assist customers with establishing default settings (e.g. order entry, routing, entitlements, risk management) based on their usage of a given Cboe platform, and conduct API certification testing and support.
  • Support Options product management efforts including adding new listings, replacement of listings, validations, a de-listing of Options Series available for trading on Cboe Options Exchanges. Post public updates related to changes. Provide for operational support for a well-defined set of legal, regulatory, and/or compliance functions.

Experience Required:

  • High School Diploma, GED, Trade, Technical or Vocational School.
  • Bachelor’s Degree preferred in Computer Science, Computer Engineering, Software Engineering, Business, Financial Services, Communications, or a related discipline.
  • At least 7+ years’ experience in a security related or technical support position.
  • At least 5+ years with UNIX Shell.
  • At least 3+ years with SQL.
  • At least 3+ years with Agile Development Methodology.

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.