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.

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,