Analyst Ii Systems Operations jobs at Intercontinental Exchange - Ice in Australia, Melbourne

Job Description

The Systems Administrator is responsible for maintaining the availability, security, and performance of Windows and Linux systems in both production and non-production environments. This role focuses on troubleshooting, resolving system performance and availability issues, and ensuring a reliable and secure environment. The Systems Administrator also assists in automating common tasks to improve operational efficiency.

This position requires effective collaboration with cross-functional teams to drive timely and efficient resolutions while ensuring excellent support and service delivery.

Responsibilities

• Administer and support Windows and Linux servers, ensuring stable performance.
• Troubleshoot and resolve system issues to maintain uptime and reliability.
• Collaborate with other teams to assist in service restoration during incidents.
• Automate repetitive tasks and processes using scripting languages like Bash, PowerShell, or Python.
• Respond to system alerts promptly and ensure timely resolution of issues.
• Assist with managing user access and permissions within Active Directory.
• Document system configurations, processes, and troubleshooting guides for internal knowledge sharing.
• Ensure all systems comply with internal IT policies and security standards.

Knowledge and Experience

• Experience with managing and troubleshooting Windows and Linux servers.
• Understanding of server hardware components and infrastructure service delivery.
• Familiarity with system automation tools (e.g., Ansible, Puppet).
• Basic understanding of Active Directory and user permissions.
• Knowledge of common networking concepts such as DNS, DHCP, firewalls, and VPNs.
• Familiarity with scripting languages such as PowerShell, Bash, or Python.
• Experience with IT service management tools, preferably ServiceNow.
• Strong problem-solving skills with the ability to handle tasks under pressure.
• Excellent communication skills and the ability to work well in a team environment.

Desirable Knowledge and Experience

• Bachelor’s degree or equivalent in Computer Science, Information Technology, or a related field
• Industry certifications such as CompTIA Server+ or similar.

Job Purpose

The primary purpose of this position is to research, analyze, interpret, transform and present reference data for Equity and Funds securities across global markets. The focus of this position is to perform this work with documents written in English and Indonesian or Malaysian (Bahasa) languages.

The incumbent must successfully complete a 8 to 12 week training program that centers on building enough subject matter expertise and the utilization of the database(s) of record such that the incumbent can independently analyze legal and financial documents associated with Equity and Fund securities. During training, the incumbent must master all of the subject matter and will be required to pass a series of quizzes and tests as well achieve the accuracy and timeliness metrics that were established for trainees.

The training curriculum for Data Analyst contains high level overviews of the complex structures worked on by more senior personnel as well as reference data client use cases so that the incumbent can differentiate between legal and financial language that is relevant to and required by our client base versus jargon describing information that is not required and, so that the incumbent can identify new financing techniques that come to market. The incumbent must then apply this foundation of knowledge via a logical sequence of decision-making events to determine relevancy of said information to our clients for any of their use cases and if deemed relevant, determine the appropriate next steps to ensure high client satisfaction levels.

Responsibilities

• Analyze, interpret, collate, and transform reference data for multi structure/events/sub processes with high complexity in either the primary market or the secondary market (but not both) provided in a variety of legal and financial documents, third party reports and vendor information, while ensuring that the reference data provided in ICE’s products and services accurate, comprehensive and in a timely manner, namely best in class.
• Demonstrate familiarity with reference data products to support client challenges and resolve data problems.
• Build core competencies in the maintenance of reference data captured in alternate databases used to produce products.
• Independently perform all assigned business processes completely and accurately.
• Conduct user acceptance testing of new enhancements and bug fixes made to the database(s) of record
• Craft external facing responses for those clients that submitted customer inquiries containing a meaningful, well-thought out, well-constructed answer that includes a restatement of the challenge or question, the analysis completed to satisfy the request and where appropriate, the methodology used to determine the solution when researching and resolving client inquiries.
• Identify trends and causation of inaccurate and/or incomplete data including but not limited to staying current with regulatory initiatives, new financing techniques used by the marketplace and organizations that impact coverage and completeness.
• Create simple excel and macro functions to organize, analyze, convert, and create reference data.
• Demonstrate extensive knowledge and understanding of policies and procedures and work with training team to augment best practices as changes in the marketplace evolve.
• Apply problem-solving skills to identify and help to resolve data quality issues and/or work-flow inefficiencies and process improvements resulting in increased accuracy levels, time to market and productivity.
• Participate in root cause analysis efforts to identify system data issues and participate in creating process improvements. Resolve complex data challenges and time critical sensitive projects.
• Create charts, graphs, and presentations for leadership teams.
• Communicate with and influence market participants including underwriters, issuers, trust administrators and exchanges through phone and email correspondence to procure required reference data content, resolve data discrepancies and gain an understanding of undefined terms.
• Make sound, subjective decisions when interpreting legal and financial information by utilizing subject matter expertise to infer, deduce and ultimately draw the correct conclusions. Mentor junior employees provide guidance; serve as subject matter experts.

Knowledge and Experience

• Bachelor's degree or equivalent experience required
• 5+ years corporate level experience, or 2+ years direct experience
• Proficiency in Bahasa (Indonesian + Malaysian) language is essential
• Ability to work in a fast paced, high pressured, fluid environment
• Ability to distill large amounts of varied information into specific takeaways
• Excellent attention to detail and high degree of demonstrated decision-making and problem-solving skills
• Strong analytical skills
• Eagerness to learn and collaborate with others
• Strong excel skills required
• Additional proficiency in any other Asian language is desirable

Responsibilities

• Conduct real-time surveillance of electronic trading activity in ICE Futures products
• Provide training on the ICE website, trading platform functionality, and specific trading information for OTC and futures markets
• Provide quick responsiveness to customers, offering functionality support and troubleshooting to resolve issues
• Support both new and existing companies in efficient use of our proprietary systems, resolving issues, problem-solving, and training
• Monitor the health and usage of our systems, escalating recurring or high-priority issues
• Produce operational reports to provide metrics and tracking of queries

Knowledge and Experience

• College degree or equivalent work experience in a customer-focused environment
• Knowledge of commodity markets, financial trading, or equity brokerage business; exposure to futures markets a plus
• Outstanding problem-solving and analytical skills, attention to detail, and ability to multitask
• Strong communication skills with demonstrated interpersonal skills
• Team player, with commitment to service to our customers and their needs
• Working knowledge of at least one of Salesforce, ServiceNow, MS Office

Job Purpose

• This entry level Trade Operations Analyst will be responsible for 24 help desk support of all trade operations and customer support.

Responsibilities

• Provide first line response to customer trading and system functionality questions and issues; record all queries in customer tracking system
• Learn proprietary trading system functionality and back-office support to effectively communicate with customers and bring resolution to all customer queries
• Coordinate with customer technology staff and the ICE sales team to assist in setting up new users and resolving customer issues on an ongoing basis
• Real-time surveillance of electronic trading activity in ICE Futures products on ICE
• Provide training on the ICE website, trading platform functionality, and specific trading information related to OTC and futures markets
• Assist in quality assurance testing of new system functionality, support ongoing tests of system back-up capabilities, and assess need for regular software upgrades to the trading system
• Monitor the health and usage of all systems and vendors supporting the platform, escalating persistent or high-priority problems to the appropriate staff
• Produce periodic operational reports, document and update internal procedures, and assist with special projects as needed
• Provide front-line customer service support
• Provide a quick turn-around to trade disputes

Knowledge and Experience

• Bachelor's Degree with 2+ years’ work experience in a customer service/support role
• Exposure to commodity markets, financial trading environment, or equity brokerage business is essential, exposure to futures markets, a plus
• Good problem-solving and analytical skills
• Friendly, professional telephone manner and strong interpersonal skills
• Must be self-directed and be able to work within a team environment
• Strong attention to detail and ability to multi-task under pressure
• Working knowledge of computers, Microsoft operating systems, and in-depth knowledge of standard Microsoft Office application programs
• Ability to work varying shifts

Job Purpose

The Operations Support Analyst role 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 distribution services. This position 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. 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 issues and provide direct support to engineering and IT support groups.
• Work with internal partners to communicate important information about system maintenance, changes, events, and to address their concerns regarding any aspect of the services.
• Interact with third-party vendors, coordinate, and collaborate with various internal business units.
• Maintaining operations and administration of proprietary systems is an integral part of the position.
• Assist other ICE 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, data distribution services, general network architecture, 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.
• Scheduling flexibility required.

Knowledge and Experience

• Excellent 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

• Financial markets, trading and clearing systems.
• Experience with ServiceNow, particularly Incident, Ticket and Change modules.
• Technology and/or application support.
• Proficiency with Microsoft Office Suite.
• Ability to debug/write Bash and PowerShell scripts.
• Proficiency in Linux and Windows operating systems.
• Network protocols and network traffic analysis.
• Understanding and working knowledge of TCP/IP, UDP and Multicast technologies.
• Experience with enterprise monitoring and support solutions; BigPanda, PagerDuty and Rundeck.

Job Purpose

The Operations Support Analyst role 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 distribution services. This position 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. 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 issues and provide direct support to engineering and IT support groups.
• Work with internal partners to communicate important information about system maintenance, changes, events, and to address their concerns regarding any aspect of the services.
• Interact with third-party vendors, coordinate, and collaborate with various internal business units.
• Maintaining operations and administration of proprietary systems is an integral part of the position.
• Assist other ICE 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, data distribution services, general network architecture, and apply technical knowledge to improve system performance and reliability.
• Prepare documentation for troubleshooting and escalation procedures.
• Follow organizational practices regarding incident, problem, and change management along with the creation of database records for these disciplines.
• Scheduling flexibility required.

Knowledge and Experience

• Systems/Application support experience OR Associates/Bachelor’s degree.
• Excellent communication skills.
• 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.
• Experience with ServiceNow, particularly Incident, Ticket and Change modules.
• Technology and/or application support.
• Proficiency with Microsoft Office Suite.
• Ability to debug/write Bash and PowerShell scripts.
• Proficiency in Linux and Windows operating systems.
• Network protocols and network traffic analysis.
• Understanding and working knowledge of TCP/IP, UDP and Multicast technologies.
• Experience with enterprise monitoring and support solutions; BigPanda, PagerDuty and Rundeck.

Responsibilities

• Assist in the design, planning and implementation of server solutions, ensuring maximum performance and reliability
• Automate manual tasks using scripting and application development
• Investigate and adopt new technologies/tools as needs arise
• Respond to and assist in production operations in a 24/7 environment
• Work efficiently in a fast-paced environment and handle priorities effectively
• Ensure meticulous attention to detail and maintain excellent organizational skills
• Evaluate, test, and integrate new operating system versions, drivers, and patches
• Provide technical analysis, resolve problems, and propose solutions
• Coordinate and execute internal infrastructure initiatives including patching, refreshes, upgrades, and decommissions
• Provide support to, and coordinate with, developers, operations staff, release engineers, and end-users
• Collaborate effectively with team members to achieve project goals and maintain system integrity
• Participate in a weekly on-call rotation for after-hours support

Knowledge and Experience

• 5+ years of experience with Linux operating systems (RedHat variants preferred)
• Intermediate Linux administration and engineering
• Proficiency in scripting languages such as Python, Bash, Perl etc.
• Experience with automation/configuration management using either Puppet, Ansible, Chef, or equivalent
• Familiarity with git, foreman, Jenkins, or equivalent
• Demonstrable knowledge of multi-tiered, highly available, and resilient application design
• Knowledge of horizontal and vertical scaling for performance and high availability
• Top-tier analytics and problem solving
• Ability to work in a service-oriented team environment
• Project Management, organization, and time management
• Customer-focused, and dedicated to the best possible user experience
• Communicate effectively with both technical and business resources

Preferred

• Degree in engineering discipline or equivalent experience in Systems Engineering
• Experience building and supporting bare-metal enterprise servers such as HPE, DELL, IBM, etc.
• Experience with server virtualization technologies (VMWare, Proxmox, etc)
• Familiarity and experience with container technologies (Docker, Kubernetes, OpenShift, Tanzu, etc)
• Strong understanding of networking protocols and configuration (TCP/IP, DNS, DHCP, InfiniBand, etc.)
• Hands-on experience building and maintaining low-latency computing ecosystems