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Operations Support Analyst
Intercontinental Exchange
New York, NY, United States
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JOB DESCRIPTION
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
Core Competencies
Competencies are the skills and behaviors that are critical both to your personal performance and to ICE’s continued success. The core competencies apply to every member of staff working for ICE.
Teamwork
• Offers time and/or assistance to colleagues; is widely regarded and respected as someone to go to for help
• Fosters friendly and cooperative relationships with others; colleagues enjoy working with the
• employee
• Shares knowledge and mentors staff; works to develop others’ knowledge as well as own
• Gives and shares credit as appropriate
• Contributes to recruiting and training efforts of others, including candidate referrals, job interviews and mentoring
• Attends and participates in company and department level functions inside and outside of the office
Problem-Solving & Decision-Making
• Demonstrates an understanding of the urgent nature of our business and the need to proactively find and fix problems quickly and effectively takes ownership and follows through on decisions; doesn’t minimize or forget about problems
• Determines and fixes root causes rather than just treating symptoms
• Applies novel techniques to solve problems that are more ambiguous; challenges long-held beliefs when necessary
• Quickly and effectively identifies alternative solutions and the pros/cons of each; confirms that a proposed solution has no unintended consequences
• Takes steps to mitigate risk
• Consults with colleagues and recommends solutions based on the best interests of customers and shareholders, even when the opinion is unpopular
Communication
• Actively listens and speaks to, not over, others
• Uses clear and constructive language orally and in writing
• Communicates important developments to the relevant and appropriate audiences in a timely and consistent manner
• Asks follow-up questions to ensure all points are understood
• Takes time to objectively listen to all viewpoints before forming an opinion
• Builds consensus among differing views
Professionalism & Integrity
• Makes a positive impression; represents the company well on the phone and in person, including maintaining attire and appearance that is consistent with company image and appropriate for employee’s role
• Models a ‘can-do’ attitude and takes initiative as a self-starter; inspires and motivates others to do the same
• Embraces, rather than resists, additional responsibilities
• Refrains from office gossip; settles rather than creates conflict with and between others
• Exhibits desired work habits including regular office hours and extra hours when necessary while minimizing breaks and non-work related activities
• Adheres to all corporate policies; makes prudent use of company resources
LOCATIONNY: New York
FULL TIME / PART TIMEFull time
Intercontinental Exchange
ICE is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability or veteran status, or other protected status.