Trading Systems Support Analyst - 24/7 Customer-Facing

The Systems Operations 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 minimise the impact of IT related problems. The Systems Operations 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 Systems Operations Analyst is not a typical NOC/helpdesk role—it is part of a highly specialised support organisation that is responsible for the daily operations of multiple industry leading trading exchanges and clearing systems. 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 exchanges, divisions, clearing, and infrastructure. This position is not a Systems Administrator or Network Engineering position; however, prior experience in these areas is desirable.

Responsibilities

• Troubleshooting 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
• Interaction with third-party vendors is required
• Maintenance operations and administration of proprietary systems is an integral part of the position's responsibilities
• Coordination and collaboration with various business units is required
• Assisting other ICE/NYSE staff with problem solving and escalation procedures
• Ability to quickly assess an issue and provide management with well-conceived short- and long-term actions for restoration of service(s) required
• Understand the various trading and clearing platforms and apply technical knowledge to improve system performance and reliability
• Must be able to prepare documentation for troubleshooting and escalation procedures
• Follows organisational 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.

This is a 24x7 environment and the position may require weekend scheduling and or working on other shifts. This position is not a Systems Administrator or Network Engineering position; however, prior experience in these areas is desirable.

Knowledge and Experience

• Good verbal and written communication skills
• Systems/Application support experience OR Associates/Bachelor’s degree
• Demonstrate reliability, flexibility, and attention to detail.
• Team member must be willing to rotate through the following shifts as the need arises
• Primary 9 hour shifts range between 7am-7pm
• Must have availability outside of normal hours and on weekends as required for on-call coverage and extended systems maintenance and upgrades.

Preferred Knowledge and Experience

• Technology and/or application support
• Network and network forensic analysis (packet capture analysis)
• FIX Protocol
• Java, Visual Basic, or shell scripting
• Solaris, Linux, UNIX operating systems
• Experience with enterprise monitoring solutions
• Understanding and working knowledge of TCP/IP and Multicast technologies
• Working knowledge of internetworking and various LAN/WAN technologies
• Working knowledge of router, switch, firewall, and proxy technologies
• Apache, Tomcat, DNS, LDAP, MySQL or equivalent database language
• Financial markets, trading and clearing systems