Systems Operations Analyst II

Job Purpose

Operations Support Analysts immediately respond to system-related issues, ensuring low impact and high customer satisfaction. The Operations Support Analyst must be a motivated team player that can see projects to completion, work independently, and be willing to assist other staff in areas not specific to their duties. This is not a typical NOC/helpdesk role, nor is it system or network administration. It is part of a highly specialized support organization responsible for the daily operations of multiple industry-leading trading exchanges, clearing systems, and data distribution services. This position requires identifying, troubleshooting, and resolving internal system problems and external customer-related IT issues. The role requires a blend of general technical and business knowledge, creative solution building, as well as a comprehensive understanding of the overall architecture of the ICE exchanges, divisions, clearing, and infrastructure.

This is a 24x7 environment with global support by teams across multiple continents. Cross-training travel opportunities are possible, but this role may also require occasional odd hours or weekend work.

Responsibilities

• Assist with troubleshooting of day-to-day internal and customer issues and provide direct support to clients
• Maintain operations and administration of ICE systems using existing policies and procedures
• Adhere to Incident Management policy by maintaining ownership of production incidents including communication, escalation, and follow-up for root-cause analysis
• Prepare documentation for troubleshooting and escalation procedures
• Control computer system(s) on schedule by means of system terminal, operator checklists, and third-party software

Knowledge and Experience

• Associates/Bachelor's degree or equivalent systems/application support experience
• Experience with Linux Operating System
• Able to work in a service-oriented team environment
• Customer focused, and dedicated to the best possible user experience
• Able to communicate effectively with both technical and business resources
• Critical thinking and analytical problem-solving skills, able to think logically
• Demonstrated reliability, flexibility, and attention to detail
• Scheduling flexibility required

Preferred

• Experience/exposure with financial and investment industries/technologies
• Basic Unix Shell scripting skills
• Help Desk or Customer Service experience
• Basic knowledge of FIX Protocol
• Experience with enterprise monitoring solutions
• Knowledge of TCP/IP, UDP and Multicast protocol
• Basic knowledge of Incident and change management process (ITIL, ISO9000, Cobit)

Schedule

This role offers work from home flexibility of up to 2 days per week.

Intercontinental Exchange, Inc. is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability or veteran status, or other protected status.