Job Purpose

Operations Support Analysts immediately respond to system-related issues, ensuring low impact and high customer satisfaction. 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. This is not a typical NOC/helpdesk role, nor is it system or network administration. It is part of a highly specialized support organization responsible for the daily operations of multiple industry-leading trading exchanges, clearing systems, and data distribution services. This position requires identifying, troubleshooting, and resolving internal system problems with a blend of general technical and business knowledge, creative solution building, and comprehensive understanding of the overall architecture of the ICE exchanges, divisions, clearing, and infrastructure.

This is a 24x7 environment with global support by teams across multiple continents. Cross-training travel opportunities are possible. Working hours may extend to evenings and weekends periodically.

Responsibilities

• Monitor systems and applications within the production environment.
• Work with, and escalate to, other internal and external teams to implement incident fixes, work-around and data recovery.
• Participate in the improvement of ICE system operation.
• Adhere to incident management policy by maintaining ownership of production incidents through communication, escalation, and follow-up for root-cause analysis.
• Prepare documentation for troubleshooting and escalation procedures.
• Control system(s) on schedule by means of terminal, operator checklists, and third-party software.
• Coordinate and drive disaster recovery, business continuity and workplace recovery events (practice and real life).

Knowledge and Experience

• Associates/Bachelors degree or equivalent systems/application support experience
• At least 3 years of production operations experience in an enterprise environment
• Experience with Linux operating system
• Able to work in a service-oriented team environment.
• Able to communicate effectively with both technical and business individuals.
• Critical thinking and analytical problem-solving skills, able to think logically.
• Demonstrated reliability, flexibility, and attention to detail.
• Scheduling flexibility required.

Preferred

• Experience with financial and investment industry technology
• Basic scripting skills
• Enterprise project management experience
• Basic knowledge of API protocols
• Experience with enterprise monitoring and alerting solutions.
• Knowledge of TCP/IP and UDP fundamentals
• 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.

Intercontinental Exchange, Inc. is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability or veteran status, or other protected status.