Analyst II, Systems Operations

Overview

Job Purpose

The Systems Operations Analyst will provide immediate assistance (by phone) to traders, back office, support personnel and IT staff in an effort to achieve the highest customer satisfaction and minimize the impact of IT related problems. The Systems Operations 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 Systems Operations Analyst is not a typical NOC/helpdesk role—it is part of a highly specialized support organization that is responsible for the daily operations of multiple industry leading trading exchanges and clearing systems. This is a customer-facing position that requires identifying, troubleshooting, and resolving both internal system problems, as well as external customer-related IT issues. The role requires a blend of general technical and business knowledge, as well as a comprehensive understanding of the overall architecture of the ICE exchanges, divisions, clearing, and infrastructure. This position is not a Systems Administrator or Network Engineering position; however, prior experience in these areas is desirable.

Responsibilities

Troubleshooting day-to-day customer issues and provide direct support to clients by phone, email, and CRM tools

Work with the client to communicate important information about system maintenance, changes, events, and to address client concerns regarding any aspect of the services

Interaction with third-party vendors is required

Maintenance operations and administration of proprietary systems is an integral part of the position's responsibilities

Coordination and collaboration with various business units is required

Assisting other ICE/NYSE staff with problem solving and escalation procedures

Ability to quickly assess an issue and provide management with well-conceived short- and long-term actions for restoration of service(s) required

Understand the various trading and clearing platforms and apply technical knowledge to improve system performance and reliability

Must be able to prepare documentation for troubleshooting and escalation procedures

Follows organizational practices in regard to Incident, Problem, and Change Management along with the creation of database records for these disciplines

Control computer system(s) on schedule by means of computer system console, operator checklists, and third-party software.

This is a 24x7 environment and the position may require weekend scheduling and or working on other shifts.

This position is not a Systems Administrator or Network Engineering position; however, prior experience in these areas is desirable

Knowledge And Experience

Good verbal and written communication skills

Systems/Application support experience OR Associates/Bachelor’s degree

Demonstrate reliability, flexibility, and attention to detail.

Team member must be willing to rotate through the following shifts as the need arises

Primary 9 hour shifts range between 7am-7pm

Periodic rotation through 2nd shift

Must have availability outside of normal hours and on weekends as required for on-call coverage and extended systems maintenance and upgrades.

Preferred Knowledge And Experience

Financial markets, trading and clearing systems

Technology and/or application support (4+ years)

Network and network forensic analysis (packet capture analysis)

FIX Protocol

Java, Visual Basic, or shell scripting

Solaris, Linux, UNIX operating systems

Experience with enterprise monitoring solutions

Understanding and working knowledge of TCP/IP and Multicast technologies

Working knowledge of internetworking and various LAN/WAN technologies

Working knowledge of router, switch, firewall, and proxy technologies

Apache, Tomcat, DNS, LDAP, MySQL or equivalent database language

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