Responsibilities
- Provide advanced support to clients by troubleshooting and resolving more complex internal and customer issues.
- Maintain operations and administration of ICE/NYSE systems using established policies and procedures.
- Lead the management of production incidents by adhering to the Incident Management policy, including communication, escalation, and follow-up for root cause analysis.
- Prepare and maintain comprehensive documentation for troubleshooting and escalation procedures.
- Mentor and train junior analysts in troubleshooting and system administration tasks.
- Control computer systems on schedule using computer system consoles, operator checklists, and third-party software.
Knowledge and Experience
- Bachelor's degree or equivalent systems/application support experience.
- Intermediate-level experience with Linux Operating System.
- Proven 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.
- Strong logical thinking, critical thinking, and analytical problem-solving skills.
- Demonstrated reliability, flexibility, and attention to detail.
- Scheduling flexibility required.
Preferred
- Experience in the financial and investment industries/technologies.
- Intermediate Unix Shell scripting skills.
- Intermediate customer service experience.
- Good knowledge of FIX Protocol.
- Experience with enterprise monitoring solutions.
- Strong understanding of TCP/IP, UDP, and Multicast protocols.
- Working knowledge of Incident and Change Management processes (e.g., ITIL, ISO 9000, Cobit).
