Trade Floor Support Analyst (IL)
Trade Floor Support Analyst
$60-$90K
Trade floor support analyst needed to support a group of 40 traders and trade assistants across two trade floors (CBOE, CME). The floor trade environment consists of desktop and handheld hardware, proprietary software applications, wired and wireless networking, telephony, as well as a Citrix-based environment. This person is responsible for first level support of these traders.
Responsibilities:
-Review morning checklist each day to ensure that the environment is ready to go when trading starts.
-Proactively monitor dashboards and chat systems to detect problems and issues that traders are having with the floor trading environment (handheld hardware, proprietary applications, Citrix, networking, telephony, etc).
-Own incident management from initial triage of incoming issues, to applying judgment to decide the priority of each issue, and finally ensuring each is pursued to completion with the right level of urgency and communication.
-Determine and perform diagnostic steps to determine the cause and scope of problems.
-Provide hands-on correction of issues.
-Escalate to 2nd and 3rd level support where appropriate, and continue to own follow-up and drive for conclusion.
-Ensure that all issues and resolutions are reported in timely fashion and tracked in the system of record.
-Develop a dialog with the traders/assistants to keep them informed of technical matters and to share change information.
-Coordinate the implementation of system-wide and specific software/hardware upgrades, patches and changes.
Qualifications:
-Excellent customer service and communication skills and experience applying these in a trading environment.
-Technical knowledge of a broad set of technologies that exist in the floor trading environment, including Citrix, Networking (wired/wireless), client handhelds, telephony and desktop systems.
-Ability to work with support and development teams to dig in and understand proprietary trading applications, and how to diagnose and remediate problems with them.
-High level of accountability and ownership.
-Familiarity with one or more scripting languages (Shell, Batch, Perl, Python, etc.) and the development of tools that can be used for proactive monitoring as well as diagnostics.
-Desire to continuously improve the floor trading environment by looking at past issues and suggesting/implementing changes.
-Experience working on exchange floors (prefer CME/CBOE) and with exchange support personnel.
Jobs, Chicago, Technical support analyst, Citrix, Networking, Floor traders, Wireless, Trading, Scripting
