Tech Operations Engineer I

7 Minutes ago • All levels • Software Development & Engineering

Job Summary

Job Description

The Technology Operations Engineer I monitors customer-facing environments (Production, Certification, New Release, & Disaster Recovery) within Clearing & Trading business units. This role involves timely and efficient escalation, incident reporting, and documentation. Key responsibilities include learning escalation protocols, using communication tools, understanding application flows, and performing basic incident management and recovery procedures. The position requires a recent graduate or equivalent with some IT Corporate Infrastructure Support experience.
Must have:
  • Monitor all customer facing environments (Production, Certification, New Release, & Disaster Recovery)
  • Escalate in a timely & efficient manner following guidelines
  • Accurately report incidents to management
  • Document each incident & request handled
  • Learn escalation protocol per application area and ECC protocol for documentation
  • Learn phone etiquette for receiving calls and escalation
  • Learn to create bridge line and use inter-office communication tools
  • Learn to document timeline of events within crisis management
  • Learn specific application flows and general functionality
  • Learn application log locations and early log viewing for errors
  • Learn to properly and efficiently use broad notification tool
  • Learn to use department website for process recovery
  • Learn specific application recovery tools used by TOCC
  • Learn scripts to execute for application recovery
  • Perform basic functionality within incident management tools
  • Perform basic procedures to recycle monitoring agents
  • Use monitoring tools to detect errors
  • Recent Graduate, or equivalent experience
  • Some experience within IT Corporate Infrastructure Support

Job Details

This role operates a Tuesday-Saturday Shift

The Technology Operations Engineer I monitors all customer facing environments (Production, Certification, New Release, & Disaster Recovery) within the Clearing & Trading business units; escalates in a timely & efficient manner following guidelines developed within the dept. to the appropriate next level of support to accurately report incidents to management & to document each incident & request handled whether the issue was received by alerting tools or by customer (internal or external).

Principal Accountabilities:

  • Learns escalation protocol per application area. Learns ECC protocol for documentation. Learns phone etiquette for receiving calls and escalation. Learns to create bridge line.
  • Learns protocol for MindAlign use and other inter-office communication tools. Learns to document timeline of events within crisis management.
  • Learns specific application flows and general functionality by application. Learns application log locations and early log viewing for errors.
  • Learns to properly and efficiently uses broad notification tool.
  • Learns to use department website for process recovery. Learns specific application recovery tools used by TOCC. Learns scripts to execute for application recovery. Learns escalation and notification escalation per application.
  • Performs basic functionality within incident management tools.
  • Performs basic procedures to recycle monitoring agents.
  • Uses monitoring tools to detect errors, under direction of Manager TOCC.

Experience:

  • Recent Graduate, or equivalent
  • Some experience within IT Corporate Infrastructure Support

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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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About The Company

As the world’s leading derivatives marketplace, CME Group is where the world comes to manage risk. We enable clients to trade futures, options, cash and OTC markets, optimize portfolios, and analyze data – empowering market participants worldwide to efficiently manage risk and capture opportunities. CME Group exchanges offer the widest range of global benchmark products across all major asset classes based on interest rates, equity indexes foreign exchange energy agricultural products and metals. We meet uncertainty and volatility with confidence and clarity, across the trading lifecycle and around the world.

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