Advancing global markets
starts with great people.

 

Join the largest (and only) exchange operator in the Fortune 500.

 

"Our people, who are our greatest
asset, make what we do possible."
- Jeffrey Sprecher, CEO

 

Help transform markets anywhere around the globe.

 

Operations Support Analyst

📁
Operations
📅
19000601 Requisition #
Job Purpose

The Operations Support 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 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 Operation Support 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, clearing systems, and data services.  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/NYSE 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.

 

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


Responsibilities

  • Troubleshoot 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
  • 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 with well-conceived short and long-term actions for restoration of service(s)
  • Ownership of production incidents including communication, escalation, and follow-up for root-cause analysis
  • Understand the various trading and clearing platforms and apply technical knowledge to improve system performance and reliability
  • Prepare documentation for troubleshooting and escalation procedures
  • Follow 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.
  • 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 and 3rd shifts
  • Must have availability outside of normal hours and on weekends as required for on-call coverage and extended systems maintenance and upgrades.

Knowledge and Experience

  • Excellent verbal and written communication skills
  • Systems/Application support experience OR Associates/Bachelor’s degree
  • Ability to be organized and decisive while under pressure, when managing urgent and critical production issues as and when they occur
  • 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

Preferred Skills

 

Meaningful experience with the following industries/technologies is a PLUS:

  • Financial markets, trading and clearing systems
  • Technology and/or application support
  • Network and network forensic analysis (packet capture analysis)
  • FIX Protocol
  • Java, Visual Basic, MQ, SWIFT, shell scripting
  • Ability to debug/write shell scripts. Basic knowledge about Java Coding/Debugging. Ability to look at logs/stack trace to debug issues
  • Proficiency in Bash, Solaris, Linux, UNIX operating systems
  • Experience with enterprise monitoring solutions
  • Understanding and working knowledge of TCP/IP, UDP and Multicast technologies
  • Working knowledge of internetworking and various LAN/WAN technologies
  • Working knowledge of router, switch, firewall, and proxy technologies: Apache, Akamai (CDN), DNS, LDAP, MySQL 

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