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Operations Support Center Specialist

Location : Downtown Chicago
Job Type : Direct
Hours : Full Time
Required Years of Experience : 2+ years
Required Education : Bachelor's Degree
Travel : No
Relocation : No

Job Description :

Operations Support Center Specialist - Job Description


Hours - 1st Shift (Monday-Friday from 6:30am-3:30pm CT)


You will be responsible for supporting the company's trading platform 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.




Technical Support

  • Primary Support of company's platform and secondary support of other related platforms

  • Provide first level and world class support answering questions for 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 order trails, troubleshoot network issues and review relevant logs (e.g. FIX)


Trading/Product Support

  • Support 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 the company's Trading Floor

  • Support of company related products and trading support applications (e.g. LiveVol, Index Platform, PAR, 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)

  • Options Intermarket Incident Calls (monthly tests)

  • Ad hoc project assignments


Required Qualifications :

Job Requirements:


The ideal candidate will possess these requirements:

  • Equivalent of Bachelor’s degree or higher

  • 2-5 years’ experience in a securities related and technical support position

  • Ability participate in weekend testing and weekday off-hours support paging as required

  • Strong troubleshooting, problem-solving and customer service skills

  • Excellent written and verbal communication skills

  • Strong attention to detail

  • Skilled at prioritization and multi-tasking

  • Experience with order-entry trading platforms

  • Experience with trading related messaging and technologies such as FIX protocol and strong understanding of order lifecycle related workflows

  • Vigorous desire to learn company technology and to become an expert with respect to key market structure concepts

  • Ability to work well in a dynamic team oriented environment

  • Ability to accept new responsibilities as knowledge base grows


And have these preferences:

  • Proficiency in Windows and Linux desired

  • Scripting and/or programming experience (e.g. C#, Java, Python) a plus


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