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Lead 2 GCC Tech Analyst

About the position

The Lead II GCC Analyst has achieved technical proficiency and knowledge of electronic trading systems. The Lead II GCC Analyst is expected to demonstrate strong customer service talent, sound verbal, written, and analytical skills, a proactive and self-motivated work ethic, and excellent teamwork qualities. Flexibility within their role is essential as the needs of CME Group evolve to support new technology.

Responsibilities

Field customer inquiries relating to Globex functionality, market events, connectivity, business technology, and product schedules.
Conduct architectural discussions regarding current and future states of Globex or other trading systems.
Perform technical investigations for both internal and external clients, articulating complex problems and solutions to diverse audiences.
Develop ad-hoc queries and perform complex data analysis to support policy, process, procedure, and technology changes.
Support all deployments, including bug fixes and new functionality, which may require weekend or after-hours support.
Utilize skilled proficiency to execute duties that provide accurate, precise, and timely information to consumers of our services while minimizing risk.
Quickly identify business needs to understand consequences and impact, measure urgency, and determine the best course of action.
Provide critical assistance involving order cancel, status, and net positions.
Provide functional and technical support for all-electronic trading and clearing systems and applications such as iLink, MDP, CME Direct, Drop Copy, STP, Corvil, Splunk, FIX Protocol, etc.
Proactively perform mission-critical impact analysis utilizing all available tools.
Respond to, investigate, and properly escalate alerts and issues impacting system/market performance and integrity.
Continually evaluate current processes and procedures, and when necessary, improvise and introduce new ways to improve efficiency.
Support and foster the image and brand of GCC and CME Group through all customer interactions.
Consistently display professional communication and conduct, a friendly tone, concise responses, and accountability for one's actions.
Treat customer concerns with high importance.
Strengthen the GCC’s culture of teamwork by identifying and maximizing opportunities for cooperation, coordination, and collaboration.
Be approachable, courteous, and proactive to teammates requiring assistance.
Be receptive to feedback and demonstrate a willingness to improve both personally and professionally.
Possess a solution-oriented mindset when confronted with challenges or when voicing concerns.
Participate in various projects and ensure the team is knowledgeable and prepared to support upcoming enhancements.

Requirements

Bachelor’s Degree or relevant work experience
3+ years of trading industry experience
Excellent communication (written and verbal) and organizational skills
Prior customer support experience in a customer-facing, high stress, fast-paced environment
Proficient in MS Office programs
Familiarity with Unix based systems
Understanding of the FIX Protocol
Proficient with Google console / workspace
Understanding of network protocols, topology, and tools
Proficient with databases and data storage
Experience with tools such as Splunk and Corvil

Benefits