Analyst Ii, Systems Operations

3 weeks ago

Southbank, Australia Intercontinental Exchange Holdings, Inc. Full time

**Job Description**:
**Job Purpose**

The Systems Operations Analyst is part of a support organization that is responsible for the daily operations of multiple industry leading trading exchanges, Help Desk support, and Market Compliance Supervision. This is a customer-facing position, providing immediate assistance to NYSE Group Exchanges and National Markets Services, back office, support personnel and IT staff in an effort to achieve the highest customer satisfaction and minimize the impact of IT related problems. This is a critical support role within the overall architecture of the ICE/NYSE exchanges, divisions, and infrastructure.

This is a 24x7 environment and the position requires shift rotation and/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/NYSE 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 computer system console, operator checklists, and third-party software

**Knowledge and 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.

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