JOB DESCRIPTION

This role will lead the US 2nd Shift team. The Trade Desk Manager role is served by a capable leader with responsibilities that include oversight of the team responsible for providing customer support and operational support of one or more real-time low latency Cboe exchange trading platforms (e.g. BYX, BZX, C1, C2, CFE, EDGA, EDGX) covering one or more asset classes (e.g. equities, foreign currencies, futures, options). The Trade Desk 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 Trade Desk 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. Additionally, Trade Desk Managers 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.

EDUCATION/EXPERIENCE/TRAINING/SKILLS:

• Bachelor’s Degree or equivalent in Computer Science, Computer Engineering, Software Engineering, Business, Financial Services, Communications, or a related discipline (Masters preferred).
• Min. five (5) years of professional experience in a securities/markets or technical support position
• Min. two (2) years of professional experience in a leadership or senior role
• Knowledge and experience using SQL, UNIX Shell, JIRA, and Agile Development Methodology is preferred
  

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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

• Liaise with business associates, customers, and software engineers to define and design new features and functions. Provide Project Management support for all updates applicable to platforms of responsibility. 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.
• Lead, mentor, and provide guidance to direct reports responsible for customer and platform support. Approve PTO and expense reports; conduct performance reviews; take disciplinary action when warranted. Actively and intentionally connect direct reports to others within their team, within their department, and across the organization. Special attention and considerations in this area including supporting training and development needs are expected as it relates to new hires within a team.
• Develop and provide Subject Matter Expertise all aspects on the platforms of responsibility. Liaise with vendors and operators of facilities supporting critical financial infrastructure. Provide thought leadership and act as an escalation point for the team as well as customers. Participate in and represent Cboe within various industry forums relevant to Operations support.
• 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 trading systems and other platforms related to Cboe’s Application Programming Interfaces (APIs). 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. Drive distribution of timely System Status notifications.
• Provide exchange platform support including equity listing process management; service cancel order requests; conduct and provide rulings for clearly erroneous and obvious error trade reviews; support voluntary price adjustments; service clearing support requests; declare Self Help on away exchanges when warranted; make decisions related to needs for real-time order routing changes; conduct futures settlement price verifications; service and support block trade and ECRPs; and monitor auctions/rotations.
• Provide customers and sales support and training related to platform behavior, order processing behavior, market structure, 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.
• Work hours to support US evening shift roster.
• Regular attendance at the workplace in a traditional office environment may be required
• Performs other related duties as required or requested.