Job Description:
Job Purpose
Working for Intercontinental Exchange (ICE) as part of the ICE Data Services Systems Operations team will provide you with the opportunity to experience supporting one of the most famous and widely known, publicly visible companies in the world. The technology we work with day to day is necessarily on the bleeding edge. Our triumphs and shortcomings make the news and give this position a level of excitement and importance not available in a typical operational/support role.
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 Operations Support Analyst role 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, clearing systems, and data distribution services. This position 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. Job level will be determined based on years of relevant experience.
Responsibilities
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Troubleshoot day-to-day issues and provide direct support to engineering and IT support groups.
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Work with internal partners to communicate important information about system maintenance, changes, events, and to address their concerns regarding any aspect of the services.
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Interact with third-party vendors, coordinate, and collaborate with various internal business units.
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Maintaining operations and administration of proprietary systems is an integral part of the position.
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Assist other ICE staff with problem solving and escalation procedures.
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Quickly assess an issue(s) and provide management with well-conceived short and long-term actions for restoration of service(s).
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Ownership of production incidents including communication, escalation, and follow-up for root-cause analysis.
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Understand the various trading and clearing platforms, data distribution services, general network architecture, and apply technical knowledge to improve system performance and reliability.
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Prepare documentation for troubleshooting and escalation procedures.
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Follow organizational practices regarding Incident, Problem, and Change Management along with the creation of database records for these disciplines.
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Scheduling flexibility is required.
Knowledge and Experience
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Systems/Application support experience OR Associates/Bachelor’s degree.
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Excellent communication skills.
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Ability to be organized and decisive while under pressure, when managing urgent and critical production issues as and when they occur.
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Team Player - able to interface/liaison effectively with a variety of technical/non-technical contributors throughout the organization.
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Logical approach, critical thinking, and analytical problem-solving skills with the ability to identify the root cause(s) of a problem.
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Demonstrate reliability, flexibility, and attention to detail.
Preferred Knowledge and Experience
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Financial markets, trading, and clearing systems.
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Technology and/or application support.
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Proficiency with Microsoft Office Suite.
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Ability to debug/write shell scripts. Basic knowledge about Java Coding/Debugging.
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Proficiency in Linux and Windows operating systems.
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Network and network forensic analysis (packet capture analysis).
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Understanding and working knowledge of TCP/IP, UDP, and Multicast technologies.
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Working knowledge of internetworking and various LAN/WAN technologies.
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Working knowledge of router, switch, firewall, and proxy technologies: Apache, DNS, LDAP.
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Experience with enterprise monitoring and support solutions; BigPanda, PagerDuty and Rundeck.
