Senior Tech Ops Engineer (Sat - Wed)

This is an opening for an ambitious IT professional to join CME Group's Technology Operations Command Centre. The role is troubleshooting-focused, offering exposure to various technologies across systems, networks, and software in a fast-paced, business-critical environment. The Senior Tech Ops Engineer will monitor customer-facing environments, remediate system and application issues, and escalate incidents. Key responsibilities include coaching team members on incident management, collaborating on recovery procedures, and identifying areas for continual service improvement.

Must Have

• Monitor all customer facing environments (Production, Certification, New Release, & Disaster Recovery) within the Clearing and Trading business units.
• Remediate system and application issues in these environments.
• Escalate 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).
• Coach team members 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.
• Participate in major incident management process.
• Develop working relationships with support teams and business facing teams, to assist with early detection and problem prevention.
• Identify areas for continual service improvement.
• Proven experience in a technical support or troubleshooting-focused role.
• Linux proficiency.
• Hands-on experience with monitoring and Incident Management tools and scheduling systems.

Good to Have

• Proven ability to multi-task 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).
• Experience with incident management/ITSM system (Remedy or equivalent).
• Experience with scheduling system (UC4 or equivalent).
• Experience with Cloud Platform Technologies, whether that is with Amazon Web Services (AWS), Google Cloud Platform (GCP) or Microsoft Azure, is desirable.

Perks & Benefits

• Bonus Programme
• Equity Programme
• Employee Stock Purchase Plan (ESPP)
• Private Medical and Dental coverage
• Mental Health Benefit Programme
• Group Pension Plan
• Income Protection
• Life Assurance
• Cycle To Work
• EV Car Benefit Scheme
• Gym Membership
• Family Leave
• Education Assistance – MBA/Advanced Degree/Bachelor Degree
• Ongoing Employee Development Training/Certification
• Hybrid Working

Senior Tech Ops Engineer (Saturday - Wednesday + shift allowance)

We have an opening for an ambitious IT professional to join our Technology Operations Command Centre, the hub of global technology operations at CME Group.

This is a troubleshooting focused role, where the successful candidate will gain exposure to a wide range of the latest technologies across systems, networks and software in a fast paced, business critical environment.

Please note the shift pattern for this role is 7am - 4pm Saturday - Wednesday with additional shift allowance.

As a Senior Tech Ops Engineer, you will:

• Monitor all customer facing environments (Production, Certification, New Release, & Disaster Recovery) within the Clearing and Trading business units.
• Remediate system and application issues in these environments.
• Escalate 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)

Principal Accountabilities:

• Coach team members 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.
• Participate in major incident management process.
• Develop working relationships with support teams and business facing teams, to assist with early detection and problem prevention.
• Identify areas for continual service improvement.

The ideal candidate will bring:

• Proven experience in a technical support or troubleshooting-focused role.
• Linux proficiency.
• Hands-on experience with monitoring and Incident Management tools and scheduling systems.

Other qualities we are interested in:

Proven ability to multi-task 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).

Experience with Cloud Platform Technologies, whether that is with Amazon Web Services (AWS), Google Cloud Platform (GCP) or Microsoft Azure, is desirable.

Company Benefits:

• Bonus Programme
• Equity Programme
• Employee Stock Purchase Plan (ESPP)
• Private Medical and Dental coverage
• Mental Health Benefit Programme
• Group Pension Plan
• Income Protection
• Life Assurance
• Cycle To Work
• EV Car Benefit Scheme
• Gym Membership
• Family Leave
• Education Assistance – MBA/Advanced Degree/Bachelor Degree
• Ongoing Employee Development Training/Certification
• Hybrid Working

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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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