ECHO Engineer

Lead role within the Exchange Connectivity and Hosting Operations team. ECHO Engineer will work with customers, carriers, and internal teams’ requests, leading them through the installation, activation and billing on any of the available connectivity solutions. May be responsible for daily Enterprise Data Base system audit along with the front-end processing of incoming orders i.e. validating subscriber, verifying accuracy and completeness of paperwork and working with Director to assign orders Lead Analyst will also participate, lead, or be seen as a knowledgeable resource on projects associated with connectivity, hardware/network upgrades, and/or co-location products and services.  A high level of organizational skills along with written and verbal communication skills are critical. Engineer may also be responsible for management of assigned customers and carriers within CME hosting facilities. This would include onboarding, kickoff presentations, lifecycle service delivery and connectivity requests, order form creation, updating master layout, trackers, etc at CME and Google Data Centers. Engineer will provide direction, guidance, and/or training to assist junior team members with various ECHO tasks, policies or procedures, billing inquiries, Docusign, and proper data entry in enterprise data bases or CRM systems. May oversee junior team members or interns. Will use automation tools for provisioning and troubleshooting. Engineer will be responsible for creating and/or submitting daily change control requests for the Remedy ticketing system or may function as a Remedy Change Coordinator or ECHO LCAB approver. Requires advanced analytical skills when completing daily activities or assisting others. Requires little to no guidance from senior team members. Strong understanding of connectivity and/or hosting processes and procedures. Many tasks require critical thinking skills and situational analysis to make and follow through on independent decisions. Engineer will have excellent Enterprise Data Base and CRM system skills and be able to perform advanced level searches, investigations, etc. in completion of daily activities. Engineer should be able to handle most billing inquiries received from customers with little to no assistance.

Principal Accountabilities:

1. Act as Tier 2 resource where applicable when managing/assisting with customer connectivity requests. Support/lead the onboarding of customers and carriers into CME and Google hosting facilities (60%)

2. Resolve (and train junior team members around) complex customer billing inquiries (5%)

3. Perform monthly co-location services billing adjustments process and update documentation as needed (5%)

4. Manage larger projects and assignments as needed such as: Data Center relocations, switch upgrades, new product rollouts, migrations, Partner Exchange connectivity, etc. (15% - 20%)

5. Customer management and relationship activities including facilitation of customer requested data center audits, conducting annual service review meetings, creation of custom remote hands orders, etc. (15% - 20%)

Skills & Software Requirements:

Experience: 7+ years of experience in Project Management, preferably in network connectivity, telecom or IT infrastructure.

• Project Management Experience - Skilled Project Manager able to centrally manage and represent ECHO on projects. Ability to manage multiple client related projects in parallel, updating the CRM system, Creating, Maintaining and Updating Trackers e.g. Smartsheet; and providing concise updates to Stakeholders.

• Technical Proficiency - Advanced experience in WAN, LAN, VPN and cloud connectivity. Experience working with Telecom carriers and Data Centers to support client connectivity solutions; Familiarity with Cloud connectivity.

• Strong communication and customer service skills - Updating internal/external stakeholders with status on their individual project or a broader project impacting multiple clients; Demonstrating diplomacy in the handling of problem-solving skills.

• Industry Experience - Strong experience working with Business and Technical teams to manage connectivity to trading platforms and Data Center Hosting.

• Team & Leadership Skills - Collaborate across the group and stakeholder teams; Drives process Improvements and Training/Development of more junior members of the team.

• Software - Strong knowledge of Google Workspace; Smartsheet; Remedy 

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 by 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' unique experiences and skills to ensure that everyone’s perspectives are acknowledged and valued. As an equal-opportunity employer, we consider all potential employees without regard to any protected characteristic.

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