Analyst II, Systems Operations

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. This is a customer-facing position, providing immediate assistance to Intercontinental Exchange (ICE)/ New York Stock Exchange (NYSE) exchanges, 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 ICE/NYSE exchanges, divisions, and infrastructure.

This is a 24x7 environment and the position requires shift rotation and/or weekend work.

Responsibilities

• Monitoring and Incident Management
  • Monitor systems and applications within the production environment
  • Diagnose and fix incidents raised through monitoring tools, conference bridges and chats
  • Work with and escalate to internal and external teams to implement incident fixes, work-around and data recovery
  • Open and update production incident tickets according to company standards 
  • Quickly assess issues and provide management with well-conceived short and long-term actions for restoration of services
  • Communicate, escalate and perform root-cause analysis of production incidents
• Problem Management
  • Investigate and update incident tickets with root cause and incident description, ensuring appropriate corrective action follow-up tickets are assigned
  • Manage incident tickets to closure, ensuring incident details are complete and accurate, and all corrective actions have been completed 
  • Troubleshoot day-to-day customer issues and provide direct support to clients
  • Prepare documentation of troubleshooting and escalation procedures
• System and Application Production Readiness
  • Work with internal and external teams to expand and maintain operational runbooks and other documentation
  • Check application and infrastructure availability and tasks at scheduled times
  • Configure monitoring tools and alarms 
• Deployment Management
  • Production deployments
  • Approve and execute production deployment tasks 
• Participate in disaster recovery, business continuity and workplace recovery events 
• Participate in continuous improvement and automation programs, such as trend analysis of recurring issues 
• Provide and report on performance metrics of the environment 
• Follow the handover process documented to bring the next shift up to speed and highlight priority items or issues 
• Communicate important information about system maintenance, changes and events to clients, and address concerns regarding any aspect of the services
• Understand the various trading and clearing platforms and apply technical knowledge to improve system performance and reliability
• Participate in the on-call support schedule to ensure adequate business support coverage during core hours. Provide additional coverage out of hours for deployment and continuity test activities

Knowledge and Experience

• Bachelor’s degree (IT-based) or experience within IT systems support and/or operational support of applications databases within a Linux/Unix OS environment
• Proficiency in Bash and working knowledge of a broad range of Linux core utilities and scripting 
• Working knowledge of networking: specifically TCP and UDP 
• Understanding of systems architecture and design
• Strong communication skills 
• High level of general IT skills with email and MS Office Applications 
• Able to think logically and critically 
• Analytical problem-solving skills with an ability to identify root cause(s) 
• Able to work as a team player across the organization 
• Able to build and maintain effective relationships with individuals and the team as a whole 
• Ability to be organized and decisive while under pressure 
• Customer focused, and dedicated to the best possible user experience
• Excellent time management skills 
• Able to manage priorities and multi-task 
• Self-confident and assertive 
• Demonstrate reliability, flexibility, and attention to detail
• Scheduling flexibility required

Preferred Knowledge and Experience

• Experience in or understanding of financial markets, trading, and clearing systems
• Experience with FIX Protocol
• Basic knowledge of Java coding/debugging; ability to review logs/stack trace to debug issues
• Basic Unix Shell scripting skills
• 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
• Experience with an any enterprise incident management software and knowledge of BigPanda and PagerDuty
• Experience with IBM MQ, Kafka
• Experience with a job scheduler like Tidal
• Working knowledge of router, switch, firewall, and proxy technologies: Apache, DNS, LDAP