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About the Role
The Platform Support Specialist at Cboe will support Cboe’s Data Vantage market data and analytics platforms and related systems. This role owns complex platform issues, escalated cases, incident coordination, and post-incident reviews, turning root causes into permanent fixes. You will be encouraged to use AI assistants and help set the standard for their team usage.
Responsibilities
- 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.
- 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.
- 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.
Requirements
- 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.
Skills
- AI tooling
- SQL
- UNIX shell
- FIX protocol
- Linux
- Windows
- Market data dissemination platforms
- Market data delivery including multicast transmission
- Network and data centre terminology
- Scripting
- Programming (SQL, C#, Java or Python)
- Version control
- Git workflows
Location
- London
Work Type
- Full-time
Experience Level
- Two to five years
Education Level
- Bachelor's degree or higher
Benefits
- 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
- Private GP service
- Life and long term illness insurance
- EAP - Employee Assistance Program including short-term counselling and referral services
- Enhanced paid parental and adoption leave
- Pensions contribution up to 7% of base salary
- 25 days holiday per year, increasing with length of 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
About the Company
- Cboe is an AI-forward team.
- Cboe values the total wellbeing of its people – including health, financial, personal and social wellness.
Equal 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 LinkedIn Recruiter. Cboe does not use any other third party communication tools for recruiting purposes.