Analyst II, Systems Operations

Job Purpose

The System Operations Analyst II provides advanced assistance to NYSE Group Exchanges, National Markets Services, back office, support personnel, and IT staff, ensuring high customer satisfaction and minimizing IT-related problems. This role supports the daily operations of industry-leading trading exchanges, advanced Help Desk support, and Market Compliance Supervision within the overall architecture of the ICE/NYSE exchanges, divisions, and infrastructure. This is a 24/7 environment requiring shift rotation and/or weekend work.

Responsibilities

• Provide advanced support to clients by troubleshooting and resolving more complex internal and customer issues.
• Maintain operations and administration of ICE/NYSE systems using established policies and procedures.
• Lead the management of production incidents by adhering to the Incident Management policy, including communication, escalation, and follow-up for root cause analysis.
• Prepare and maintain comprehensive documentation for troubleshooting and escalation procedures.
• Mentor and train junior analysts in troubleshooting and system administration tasks.
• Control computer systems on schedule using computer system consoles, operator checklists, and third-party software.

Knowledge and Experience

• Bachelor's degree or equivalent systems/application support experience.
• Intermediate-level experience with Linux Operating System.
• Proven ability to work in a service-oriented team environment.
• Strong customer focus and dedication to providing the best possible user experience.
• Effective communication skills with both technical and business resources.
• Strong logical thinking, critical thinking, and analytical problem-solving skills.
• Demonstrated reliability, flexibility, and attention to detail.
• Scheduling flexibility required.

Preferred Qualifications

• Experience in the financial and investment industries/technologies.
• Intermediate Unix Shell scripting skills.
• Intermediate customer service experience.
• Good knowledge of FIX Protocol.
• Experience with enterprise monitoring solutions.
• Strong understanding of TCP/IP, UDP, and Multicast protocols.
• Working knowledge of Incident and Change Management processes (e.g., ITIL, ISO 9000, Cobit).