Platform Support Specialist in London

Job Description

Data Vantage team is hiring a Platform Support Specialist in London.

The Platform Support Specialist at Cboe will support Cboe’s Data Vantage market data and analytics platforms and related systems: Data Shop/Live Vol, Silexx, Hanweck and Cboe Global Indices.

These are real-time systems actively used by the most demanding professional market participants.

This is the role that owns the hard ones: you will lead the investigation of complex platform issues, own escalated cases through to resolution, run incident coordination and post-incident review, and turn root cause into permanent fixes.

The problems are challenging but rewarding, and we look forward to hearing from you if you feel up to the task.

We’re an AI-forward team.

You’ll be encouraged to use the AI assistant provided by Cboe, and you will help set the standard for how the team uses it.

Every associate here carries at least one AI-related goal.

We care that you understand the answer and can stand behind it, not which tool helped you get there.

You will join the Product and Platform Support teams covering the Cboe Data Vantage suite.

The role requires working in several UK public holidays, with time off in lieu.

In this role you’ll be responsible for

• Investigation and incident ownership
• Leading the investigation of complex platform issues through log analysis, data validation, API and FIX behaviour analysis, and SQL and UNIX based diagnostics.
• Owning escalated cases through to resolution, and distinguishing customer misuse from platform defect.
• Coordinating incident management across teams and conducting post-incident review, driving severity classification and tracking the resulting actions to closure.
• Participating in P1, P2 and Code Red events, and leading them when Tier 3 cover is not available.
• Customer and product support
• Handling advanced customer conversations and validating the accuracy of customer-facing explanations before they are sent.
• Supporting Data Vantage business teams with data and order type behaviour requests and assisting third party clients with configuration and troubleshooting.
• Supporting Data Vantage product management, and a defined set of legal, regulatory and compliance duties.
• Data mining and research using SQL, a UNIX shell and Cboe proprietary tools.
• Platform health and enablement
• Daily system startup, shutdown and health checks across production, certification and disaster recovery; monitoring dashboards, alerts, scheduled jobs and database health.
• Creating and maintaining runbooks, job aids and technical procedures, and drafting technical notices and specification updates.
• Mentoring Tier 1 through shadowing, case walkthroughs and knowledge transfer sessions.

The ideal candidate has

• The equivalent of a bachelor’s degree or higher.
• Two to five years in a securities related or technical support position.
• Knowledge of financial market equity and derivatives products.
• Experience monitoring and supporting production, mission-critical market data systems.
• Familiarity with the FIX protocol and a strong understanding of order lifecycle workflows.
• Proficiency with Linux and Windows, and general comfort with SQL.
• The judgement to know when to decide and when to escalate.
• A willingness to use AI tooling to work faster, paired with the judgement to verify every output before it reaches a customer or a production system.

You’ll really stand out with

• A track record of taking a recurring incident and removing its root cause for good.
• Fluency with the AI assistant of your choice, used to remove repetitive work rather than just to answer questions.
• Version control and Git workflows for operational scripts and tooling.
• Experience with market data dissemination platforms, and knowledge of market data delivery including multicast transmission.
• A working knowledge of network and data centre terminology as it relates to customer connectivity and onboarding.
• Scripting or programming experience, e. g., SQL, C#, Java or Python.
• Experience mentoring or coaching less experienced colleagues.

Benefits and Perks

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

• Fair and competitive salary and incentive compensation packages with an upside for overachievement
• Comprehensive private medical insurance for employees and their families which includes dental cover (taxable benefit)
• Cboe pays for employee access to a private GP service (face to face or phone call consultations) to make it easy and convenient for you to see a doctor
• Life and long term illness insurance for stability and peace of mind
• EAP - This service intends to help employees deal with personal problems that might adversely impact their work performance, health and well-being.

This service includes short-term counselling and referral services for employees and their immediate family.

• Enhanced paid parental and adoption leave to support parents
• Cboe offers pensions contribution up to 7% of base salary. You don’t have to contribute yourself.
• 25 days holiday per year per holiday year for full time employees, increasing with length of service at a rate of one extra day per completed years’ service, up to a maximum of 30 days.
• Discounted Employee Stock Purchase Plan
• Employee referral bonus program
• Complimentary lunch, snacks and drinks in any Cboe office
• Paid tuition assistance and education opportunities
• Generous charitable giving company match
• Volunteer opportunities to help you give back to your communities
• Equal Employment Opportunity

We're proud to be an equal opportunity employer - and celebrate our associates' differences, including race, religion, sex, sexual orientation, gender identity, national origin, age and disability.

Any communication from Cboe regarding this position will only come from a Cboe recruiter who has a @cboe. com email or via Linked In Recruiter.

Cboe does not use any other third party communication tools for recruiting purposes.