Job Purpose
At Intercontinental Exchange Operations Support Analysts are the focal point of a highly specialized support model that is responsible for the daily operations of multiple industry leading trading exchanges, clearing systems, and data services. This particular position focuses on supporting the company’s Fixed Income trading platforms and requires a blend of technical and business acumen, as well as a comprehensive familiarity of the platforms being supported.
Responsibilities
- Troubleshoot day-to-day customer issues and provide direct support to clients
- Interact with third-party vendors, coordinate and collaborate with members of various internal business units
- Maintain operations and administration of proprietary ICE systems
- Quickly assess issues and provide management with well-conceived short and long-term actions for restoration of services
- Ownership of production incidents, including communication, escalation, and follow-up for root-cause analysis
- Understand the service lifecycle across managed systems, and apply technical knowledge to improve performance and reliability
- Prepare documentation for troubleshooting and escalation procedures
- Follow organizational practices regarding Incident and Change management
Knowledge and Experience
- Systems/Application support experience
- Ability to be organized and decisive while under pressure, when managing urgent and critical production issues as and when they occur
- Able to interface/liaison effectively with a variety of technical/non-technical contributors throughout an organization
- Critical thinking and analytical problem-solving skills, able to think logically
- Demonstrated reliability, flexibility, and attention to detail
- Degree or equivalent certifications in a relevant field
Meaningful experience with the following industries/technologies is a PLUS:
- Fixed income markets, trading and clearing systems
- Network and network forensic analysis (packet capture analysis)
- Familiarity with FIX protocol
- Ability to debug/write shell scripts. Basic knowledge about Java Coding/Debugging. Ability to look at logs/stack trace to debug issues
- Proficiency in Linux operating systems
- Experience with enterprise monitoring solutions
- Working knowledge of router, switch, firewall, and proxy technologies: Apache, Akamai (CDN), DNS, LDAP, MySQL
