Sr Manager, Operations Support Center

Job Description:Sr Manager, Operations Support CenterLocation: Chicago, IL (flex hybrid)Building trusted markets -powered by our people. The Sr. 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 LiveVol and DataShop platforms. The Sr. 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 Sr. 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. Sr. 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 Sr. 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 SupportLead 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 featuresfunction using the "Deliver Plus One" standardProvide options pricing decisions based on Options Obvious Error Listing rulesProvide timely and professional communications (internal and external) servicing Operations Support Center ("OSC") support email queues and providing customer phone supportManage Certification testing and verificationTestingunderstanding changes to systems and functionality prior to deploymentLogical port creation and modification of default settingsAnalyze and investigate file delivery issues from SFTP, AWS and other cloud technologies.Provide change management approval for system and customer changesTradingProduct SupportDevelop team strengths and improve on weaknessesRefine procedures and processes to streamline workflows and eliminate manual tasksOrganize and lead team initiatives and meetings related to support mattersCreate an inspirational team environment which fosters trust and open communicationEstablish solid working relationship with business and account coverage teams and provide assistance with dataorder type behavior requests as well as escalationsLead the deployment of trading support applications and new features ensuring the team is well versed with any new functionalityAssist third party clients with configuration set-up and troubleshootingManage 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 teamOperational System MonitoringPerform daily system startupshutdown checksRespond to system health alerts and provide resolution directly or through proper escalationMonitor systems and keep dashboards healthyMonitor database health toolsAd-hoc project assignmentsJob Requirements:The ideal candidate will possess:Bachelor's degree or higher8+ years' of experience in a leadership roleExcellent written and verbal communication skills8+ years' experience in a financial securities or technical support positionExperience with equities, options, futures, andor 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) requiredExperience 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 conceptsAn innovative spirit and a willingness to drive and support positive change to the platform and operational processes and proceduresAbility to establish strong and productive working relationships across departmentsAbility to work well in a dynamic team-oriented environmentAbility participate in weekend testing, weekend system verifications and weekday off-hours on-call support as requiredProficiency in SQL, Windows and Linux desiredStrong troubleshooting, problem-solving, analytical, and customer service skillsCapability to multi-task and prioritizeStrong attention to detailThe Cboe ExperienceWhether 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 CoveragePrescription Drug CoverageAdditional Medical BenefitDental CoverageVision CoverageSpending AccountsLife and AD&D InsuranceRetirement Savings PlanEmployee Stock Purchase Plan (ESPP)Voluntary & Additional BenefitsPaid Time OffEqual Employment OpportunityWe'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.#LI-JS1#LI-HYBRIDOur 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 $140,250-$173,250. 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 CA115%: Los Angeles CA, Seattle WA120%: Boston MA, Washington DC125%: New York City NY130%: San Francisco CAWithin 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 @ email or via LinkedIn Recruiter. Cboe does not use any other third party communication tools for recruiting purposes.

Created: 2025-03-05