Tech Spec Ops Engineering

3 weeks ago

Chicago, United States CME Group Full time

**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
- 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
- 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)

CME Group: Where Futures Are Made

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.

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