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Manager, Incident Management

Posted: 03/31/2024

At Cboe, we inspire our people to solve complex challenges together because what we do matters. We provide the financial infrastructure that powers the global economy. As a leading provider of market infrastructure and tradable products, Cboe delivers cutting-edge trading, clearing and investment solutions to market participants around the world. 

Cboe is seeking a seasoned, tech-savvy individual who thrives on context switching in a fast-paced, multi-faceted technical environment.  The Manager, Incident Management will provide for the oversight of Cboe’s incident management process and supporting staff. World class communication, collaboration, critical thinking, and problem-solving skills are a must to effectively participate and manage Cboe’s global technical/operational incident response efforts.  If you can bring all this with a humble attitude, a hunger to grow and achieve, and a team player mindset, then this role might be right for you.

Responsibilities include:

  • Directly managing or indirectly coordinating with incident management personnel and supporting staff to ensure application of a globally consistent and locally optimized incident management approach.
  • Participating in the creation and maintenance of documentation supporting Cboe's incident management processes and developing incident management training and job aids.
  • Collaborating closely with other Cboe associates to ensure effective incident response documentation and procedures are maintained in alignment with applicable local regulations.
  • Participating in the administration and support of incident management related tooling, including working with engineering and other teams to identify and address tooling issues, identify tooling enhancements, and drive efficiencies.
  • Representing Cboe incident management to internal leadership as well as to external parties, including regulatory authorities, and supporting audits and reviews of the incident management process.
  • Performing the role of a regional incident manager, including leading regular and ad hoc incident management meetings with Technology, Operations, and Compliance staff, actively engaging in incident calls, creating, maintaining, and monitoring incident records, and drafting incident management-related communications.
  • Conducting Learning Reviews (post-mortem meetings, following up on takeaways, and driving action items to a timely closure).
  • A successful IM Manager will be detail oriented and highly skilled in communication (both verbal and written), collaboration, leadership, problem-solving, critical thinking, and teamwork in a fast-paced, multi-faceted technical environment.  The IM Manager will also establish solid working relationships with and regularly liaise with key Technology and Operations stakeholders in support of Cboe’s global incident management process.

Job Duties:

  • As necessary perform the role of a regional incident manager, including leading regular and ad hoc incident management meetings with Technology, Operations, and Compliance staff and engaging in incident calls. 
  • Maintain technical incident management records and monitor such records through the incident management lifecycle.  
  • Draft internal incident management-related communications and accurately describe complex and technical issues. 
  • Support and conduct Learning Review meetings and drive root cause analysis as well as impact analysis studies. 
  • Demonstrate knowledge and understanding of Compliance obligations impacting regulated platforms and work closely with Compliance staff to ensure incident triage, reporting, and remediation obligations are met. 

The ideal candidate has:

  • Equivalent of a Bachelor’s Degree.
  • Solid experience in an incident management, technical project management, and/or technical operations role.
  • Familiarity with the Finance/Securities space.
  • Ability to organize and prioritize tasks and work assignments; complete multiple tasks simultaneously with accuracy and quality; adjust to changes in priorities and situations; complete work under pressure; meet deadlines.
  • Strong troubleshooting and problem-solving skills.
  • Experience with Opsgenie configuration and management.
  • Desire to increase securities market expertise and to become proficient with Cboe Technology.
  • Ability to collaborate and work well on an international team.
  • Excellent written and verbal communication skills. Must be able to organize and express ideas clearly and understandably when speaking to individuals or groups; use professional grammar and word choice; listen to others and respond appropriately.
  • Ability to work well under pressure.

Benefits and Perks

We value the total wellbeing of our people – including health, financial, personal and social wellness. We believe standard benefits like health insurance and fair pay are a given at any organization. Still, you should know we offer:

  • Fair and competitive salary and incentive compensation packages with an upside for overachievement
  • Generous paid time off, including vacation, personal days, sick days and annual community service days
  • Flexible, hybrid work environment
  • Health, dental and vision benefits, including access to telemedicine and mental health services
  • 2:1 401(k) match, up to 8% match immediately upon hire
  • Discounted Employee Stock Purchase Plan
  • Tax Savings Accounts for health, dependent and transportation
  • Employee referral bonus program
  • Volunteer opportunities to help you give back to your communities

Some of our employees’ favorite benefits and perks include:

  • Complimentary lunch, snacks and coffee in any Cboe office
  • Paid Tuition assistance and education opportunities
  • Generous charitable giving company match
  • Paid parental leave and fertility benefits
  • On-site gyms and discounts to other fitness centers

More About Cboe

We’re reimagining the future of the workplace by focusing on what matters most, our people.  Our journey is an inclusive one. We’re investing deeply in leadership programs and career development initiatives that ensure everyone has an equal chance to succeed. We celebrate the diversity in our communities, inside and out, and welcome new perspectives with equity, inclusion and belonging.

We work with purpose, solving problems with ingenuity, collaboration, and a lot  of passion. We’re an engaged and excited team connecting markets across borders and embracing growth in all its forms to achieve incredible outcomes.

Learn more about life at Cboe on our website and LinkedIn.

Equal Employment Opportunity

We're proud to be an equal opportunity employer - and celebrate our employees’ differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status.

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