Incident Management — Weekend Ownership: Own the Incident Management function during the Singapore weekend shift. Lead incident triage, root cause analysis, escalation, and stakeholder communication for all production events affecting Cboe platforms — including Cboe Global Indices, Data Vantage, and Cboe Titanium — during the weekend coverage window. Ensure timely and accurate incident documentation, drive escalation to on-call engineering and senior operations staff as warranted, and complete post-incident records to support root cause analysis and remediation tracking during the following business week.
System Monitoring & Platform Health — Cboe Global Indices: Serve as the primary operational monitor for the Cboe Global Indices platform during the Singapore weekend shift. Perform health checks, review audit logs to verify system changes, and ensure platforms are operating as expected on a 24x7 basis. Monitor database health tools and batch processing pipelines. Take direct action to resolve known issues and escalate novel issues through appropriate channels.
Platform Monitoring Growth — Data Vantage & Titanium: Rapidly develop platform familiarity and monitoring capability across Cboe’s Data Vantage suite of products (e.g., Hanweck, LiveVol, Silexx, Indices, DataShop) and Cboe Titanium global market platforms. Provide monitoring coverage and supplementary operational support for these platforms during the weekend shift as proficiency is established, contributing to continuous coverage across Cboe’s full platform portfolio.
US Hand-Off Coordination: Execute structured hand-off processes at the start and end of each weekend shift — receiving the operational status, open incidents, and outstanding items from the US-based weekend team at shift start, and providing a complete, documented status handover to the incoming team at shift end. Ensure continuity of awareness and action across the US-to-Singapore and Singapore-to-US transitions.
Technical Support & Troubleshooting: Perform analytical functions to troubleshoot and explain complex technical and/or data issues, conduct root cause analysis and impact analysis, and resolve customer and platform issues related to Cboe’s APIs (market data, order entry, web service). Investigate error logs and data dissemination issues, troubleshoot network issues, and review relevant system logs. Utilize Linux file systems to access system files and directories as part of troubleshooting and resolution.
Data Analysis & Reporting: Utilize SQL to conduct data mining against databases, a UNIX shell to examine log files, and Cboe proprietary tools to gather and analyze data, provide reports, and service the needs of customers and business teams. Leverage experience with file transfer processing and cloud technology (e.g., AWS) as applicable.
Customer Support: Provide customers and sales support related to platform behavior, data delivery, and feature/functions during the weekend coverage window. Provide timely and professional outbound communications (internal and external) servicing OSC support queues and providing customer phone support to the “Deliver Plus One” standard.
Platform Change & Testing: Test changes to systems and platform functionality prior to deployment and work with the software engineering team to resolve systemic issues. Lead and participate in internal and industry-wide weekend testing activities — a core component of the weekend operations schedule.
Procedures & Documentation: Update internal technical and operations procedures within the Operations team’s Confluence space. Draft technical notices and updates to technical specifications as required.