Job Description
Job Purpose
The System Operations Analyst I is responsible for providing immediate assistance to NYSE Group Exchanges, National Markets Services, back office, support personnel, and IT staff to ensure high customer satisfaction and minimize IT-related problems. This entry-level role supports the daily operations of industry-leading trading exchanges, Help Desk support, and Market Compliance Supervision within the overall architecture of the ICE/NYSE exchanges, divisions, and infrastructure. This is a 24/7 environment requiring shift rotation and/or weekend work.
Responsibilities
- Assist with troubleshooting and resolving day-to-day internal and customer issues.
- Provide direct support to clients.
- Maintain operations and administration of ICE/NYSE systems using established policies and procedures.
- Adhere to Incident Management policy, maintaining ownership of production incidents, including communication, escalation, and follow-up for root cause analysis.
- Prepare and maintain documentation for troubleshooting and escalation procedures.
- Control computer systems on schedule using computer system consoles, operator checklists, and third-party software.
Knowledge And Experience
- Associates/Bachelor's degree or equivalent systems/application support experience.
- Beginner-level experience with Linux Operating System.
- Ability to work in a service-oriented team environment.
- Strong customer focus and dedication to providing the best possible user experience.
- Effective communication skills with both technical and business resources.
- Critical thinking and analytical problem-solving skills.
- Demonstrated reliability, flexibility, and attention to detail.
- Scheduling flexibility required.
Preferred Knowledge And Experience
- Experience or exposure to 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 protocols.
- Basic knowledge of Incident and Change Management processes (e.g., ITIL, ISO 9000, Cobit).
