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    Tech Spec Ops Engineering - Chicago, IL, United States - CME Group

    CME Group
    CME Group Chicago, IL, United States

    2 weeks ago

    CME Group background
    Technology / Internet
    Description

    As a Tech Specialist, you will:
    • Have involvement in and oversight of monitoring of all customer facing environments across all platforms and business units
    • Drive remediation of system and application issues in these environments
    • Ensure escalation in a timely and efficient manner to appropriate next level of support following department guidelines
    • Accurately report incidents to management; record incidents and requests handled from both alerting tools and customers (internal and external)
    • Have opportunities to grow and develop within the role and team, including responsibility for operational daily shift management duties and joining the US TOCC leadership team
    Principal Accountabilities:
    • Coach team members and lead by example on incident management process, incident diagnosis/triage, use of recovery tools, and follow-up documentation
    • Collaborate with support staff to enhance recovery procedures
    • Utilize incident management reports to detect trends or anomalies
    • Implement improvements to platform-specific monitoring tools for improved monitoring/efficiencies, and reduction of operational noise
    • Learn, and share knowledge of, multiple application flows and general functionality by application
    • Develop working relationships with support teams and business facing teams, to assist with early detection and problem prevention
    • Own and drive major incident management process:
      • Ownership of command and control activities; Determine whether issue is customer impacting and if broad escalation is required
      • Expertise in crisis management; Lead bridge line investigations to bring issues to resolution
      • Notify all stakeholders of ongoing issue status, timeline, and recovery
    • Identify, and own exploration of, opportunities for continual service improvement

    Other qualities we are interested in:
    • Proven Linux and cloud platform (GCP, AWS) technical knowledge;
    • Proven ability to multitask and prioritise, especially in critical and high-pressure scenarios
    • Established communication pattern/experience with internal and external customers and colleagues; regional, local, in-person and/or virtual
    • Experience of monitoring tools (Helix TSOM, OVO or equivalent), incident management/ITSM system (Remedy or equivalent), scheduling system (UC4 or equivalent)

    This role supports the US shift: Tues, Wed, Fri and Sat 8am - 6pm CST. P lease note, the schedule is potentially subject to change.

    CME Group: Where Futures Are Made

    CME Group ) is the world's leading derivatives marketplace. But who we are goes deeper than that. Here, you can impact markets worldwide. Transform industries. And build a career shaping tomorrow. We invest in your success and you own it, all while working alongside a team of leading experts who inspire you in ways big and small. Problem solvers, difference makers, trailblazers. Those are our people. And we're looking for more.

    At CME Group, we embrace our employees' diverse experiences, cultures and skills, and work to ensure that everyone's perspectives are acknowledged and valued. As an equal opportunity employer, we recognize the importance of a diverse and inclusive workplace and consider all potential employees without regard to any protected characteristic.
    The Candidate Privacy Policy can be found here.
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