Analyst II, Systems Operations

Job Purpose

Working for Intercontinental Exchange/NYSE will provide you the opportunity to experience supporting one of the most famous and widely known, publicly visible companies in the world.

The Operations Support Analyst will provide immediate assistance to back office, support personnel and IT staff to achieve the highest customer satisfaction and minimize the impact of IT related problems. 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.

The role requires a blend of general technical and business knowledge, as well as a comprehensive understanding of the overall architecture of the ICE/NYSE exchanges, divisions, clearing, and infrastructure.

The Operations Support Analyst will:

• Provide immediate assistance to back office, support personnel and IT staff in an effort to achieve the highest customer satisfaction and minimize the impact of IT related problems.
• 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 position is not a Systems Administrator or Network Engineering position; however, prior experience in these areas is desirable. Job level will be determined based on years of relevant experience.
• This is a 24x7 environment and the position may require weekend scheduling and or working on other shifts.

Responsibilities

• Troubleshoot day-to-day issues and provide direct support to engineering and IT support groups.
• Work with internal partners to communicate important information about system maintenance, changes, events, and to address their concerns regarding any aspect of the services
• Interact with third-party vendors, coordinate and collaborate with various internal business units
• Maintain operations and administration of proprietary systems is an integral part of the position
• Assist other ICE/NYSE staff with problem solving and escalation procedures
• Quickly assess an issue(s) and provide management or other escalation personnel with summary as applicable.
• Prepare documentation for troubleshooting and escalation procedures
• Follow organizational practices in regard to incident escalation and management.

Knowledge and Experience

• Excellent communication skills
• Team Player - able to interface/liaison effectively with a variety of technical/non-technical contributors throughout the organization
• Logical approach, critical thinking and analytical problem-solving skills with the ability to identify the root cause(s) of a problem
• Demonstrate reliability, flexibility, and attention to detail
• Scheduling flexibility required

Preferred Skills

• Systems/Application support experience preferred
• Financial markets, trading and clearing systems
• Technology and/or application support
• Proficiency with Microsoft Office Suite, particularly Excel and PowerPoint
• Experience with enterprise monitoring solutions