Job Purpose

The System Operations Analyst I is responsible for providing immediate assistance to NYSE Group Exchanges, National Markets Services, back office, support personnel, and IT staff to ensure high customer satisfaction and minimize IT-related problems. This entry-level role supports the daily operations of industry-leading trading exchanges, Help Desk support, and Market Compliance Supervision within the overall architecture of the ICE/NYSE exchanges, divisions, and infrastructure. This is a 24/7 environment requiring shift rotation and/or weekend work.

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.

Knowledge and Experience

• 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.

Preferred

• 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).

Schedule

This role offers work from home flexibility of one day per week.

Intercontinental Exchange, Inc. is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability or veteran status, or other protected status.