Systems Operations Analyst II

About the role

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

Key responsibilities

• Provide advanced technical support to clients by troubleshooting and resolving complex internal and customer issues.
• Maintain the operations and administration of ICE/NYSE systems using established policies and procedures.
• Oversee the production environment following Incident Management and Change Management policies (e.g. ITIL, ISO 9000, Cobit), including communication, escalation and follow-up for root cause analysis.
• Prepare and maintain comprehensive documentation for troubleshooting and recovery procedures.
• Participate in strategic and tactical projects to improve Exchange systems and processes.
• Mentor and train junior analysts in troubleshooting and Exchange administration tasks.

Required profile

• Bachelor's degree or equivalent systems/application support experience.
• Intermediate level experience with the Linux operating system.
• Proven ability to work in a customer-focused environment and effective communication with technical and business resources.
• Strong logical, critical and analytical problem-solving skills, with reliability, flexibility and attention to detail.
• Preferred: experience in financial and investment industries, understanding of Python, BASH and other scripting languages, familiarity with the FIX protocol, experience with enterprise monitoring tools, and experience in cloud, cluster-based or virtualised environments.