Analyst I, Systems Operations

Intercontinental Exchange - Atlanta, GA

Full-time - Entry Level

Remote - Atlanta, GA

Securities, Commodity Contracts, and Other Financial Investments and Related Activities

About the position

The System Operations Analyst I plays a crucial role in ensuring the smooth operation of the NYSE Group Exchanges and National Markets Services. This entry-level position is designed for individuals who are eager to learn and grow within the fast-paced environment of trading exchanges. The analyst will provide immediate assistance to various stakeholders, including back office support personnel and IT staff, to maintain high levels of customer satisfaction and minimize IT-related issues. The role requires a commitment to supporting daily operations, Help Desk support, and Market Compliance Supervision, all of which are integral to the overall architecture of the ICE/NYSE exchanges and their infrastructure. In this position, the analyst will be responsible for troubleshooting and resolving day-to-day internal and customer issues, ensuring that all operations adhere to established policies and procedures. The role involves maintaining ownership of production incidents, which includes effective communication, escalation, and follow-up for root cause analysis. Additionally, the analyst will prepare and maintain documentation for troubleshooting and escalation procedures, which is vital for continuous improvement and operational efficiency. The work environment is dynamic and operates 24/7, necessitating shift rotations and potential weekend work. The analyst will also control computer systems on schedule using various tools, including computer system consoles and third-party software, to ensure that all systems function optimally. This position is ideal for individuals who are detail-oriented, reliable, and possess strong analytical skills, as they will be expected to contribute to the overall success of the operations team.

Responsibilities

• Assist with troubleshooting and resolving day-to-day internal and customer issues.
• Provide direct support to clients.
• Maintain operations and administration of ICE/NYSE systems using established policies and procedures.
• Adhere to Incident Management policy, maintaining ownership of production incidents, including communication, escalation, and follow-up for root cause analysis.
• Prepare and maintain documentation for troubleshooting and escalation procedures.
• Control computer systems on schedule using computer system consoles, operator checklists, and third-party software.

Requirements

• Associates/Bachelor's degree or equivalent systems/application support experience.
• Beginner-level experience with Linux Operating System.
• 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.
• Critical thinking and analytical problem-solving skills.
• Demonstrated reliability, flexibility, and attention to detail.
• Scheduling flexibility required.

Nice-to-haves

• Experience or exposure to financial and investment industries/technologies.
• Basic Unix Shell scripting skills.
• Help Desk or customer service experience.
• Basic knowledge of FIX Protocol.
• Experience with enterprise monitoring solutions.
• Knowledge of TCP/IP, UDP, and Multicast protocols.
• Basic knowledge of Incident and Change Management processes (e.g., ITIL, ISO 9000, Cobit).