Job Purpose
The Systems Operations Analyst is part of a support organization that is responsible for the daily operations of multiple industry leading trading exchanges. This is a critical support role within the overall architecture of ICE/NYSE exchanges, divisions, and infrastructure.
This is a 24x7 environment and the position requires shift rotation and/or weekend work.
Responsibilities
- Monitors the applications, systems, and hardware in the processing environment for abnormal processing conditions.
- Makes effective use of tools and resources, such as Big Panda, Spectrum, Service Now, etc. to solve open systems production or system problems.
- Utilizes manuals, write-ups, and other tools as an aid in solving the problem. Contacts others who are experienced in the area for ideas about the problem.
- Contributes to the body of knowledge by adding solutions and other information that would be useful to others.
- Follows escalation procedures, when appropriate, to resolve alerts and incidents in a timely manner and meet service levels and other standards for the job.
- May identify new tools, technology, or processes that improve the overall processing environment or processing efficiency.
- Completes project assignments and special projects commensurate with job expectations.
- Performs other related duties as assigned.
- Able to navigate cross platforms\protocols
Knowledge and Experience
- A high school diploma or GED is required for this role. A Bachelor’s Degree in Computer Science, Information Systems or other related discipline is preferred.
- Knowledge of company monitoring tools is preferred
- Big Panda
- Spectrum
- ServiceNow
- Tidal\ESP
- Mainframe
- Excellent customer service skills that build high levels of customer satisfaction for internal and external customers
- Excellent verbal and written communication skills to technical and non-technical audiences of various levels of the organization or that of clients (e.g., executive, management. individual contributors)
- Willingly shares relevant technical and/or industry knowledge and expertise to other resources
- Excellent problem-solving, team, and time management skills
- Is resourceful and proactive in gathering information and sharing ideas
- Strong communication skills
- High level of general IT skills with email and MS Office Applications
- Able to think logically and critically
- Analytical problem-solving skills with an ability to identify root cause(s)
- Able to work as a team player across the organization
- Able to build and maintain effective relationships with individuals and the team as a whole
- Ability to be organized and decisive while under pressure
- Excellent time management skills
- Able to manage priorities and multi-task
- Self-confident and assertive
