Operations Support Analyst

IntercontinentalExchange   •  

New York, NY

Industry: Financial Services


5 - 7 years

Posted 385 days ago

This job is no longer available.



  • Troubleshooting day-to-day customer issues and provide direct support to clients by phone, email, and CRM tools
  • Work with the client to communicate important information about system maintenance, changes, events, and to address client concerns regarding any aspect of the services
  • Interaction with third-party vendors is required
  • Maintenance operations and administration of proprietary systems is an integral part of the position's responsibilities
  • Coordination and collaboration with various business units is required
  • Assisting other ICE/NYSE staff with problem solving and escalation procedures
  • Ability to quickly assess an issue and provide management with well-conceived short- and long-term actions for restoration of service(s) required
  • Understand the various trading and clearing platforms and apply technical knowledge to improve system performance and reliability
  • Must be able to prepare documentation for troubleshooting and escalation procedures
  • Follows organizational practices in regard to Incident, Problem, and Change Management along with the creation of database records for these disciplines
  • Control computer system(s) on schedule by means of computer system console, operator checklists, and third-party software.
  • This is a 24x7 environment and the position may require weekend scheduling and or working on other shifts.
  • This position is not a Systems Administrator or NetworkEngineering position; however, prior experience in these areas is desirable


  • Good verbal and written communication skills
  • Systems/Application support experience OR Associates/Bachelor’s degree
  • Demonstrate reliability, flexibility, and attention to detail.
  • Team member must be willing to rotate through the following shifts as the need arises
    • Primary 9 hour shifts range between 7am-7pm
    • Periodic rotation through 2nd and 3rd shifts
    • Must have availability outside of normal hours and on weekends as required for on-call coverage and extended systems maintenance and upgrades.

Bonus Skills / Meaningful experience with the following industries/technologies is a PLUS:

  • Financial markets, trading and clearing systems
  • Technology and/or application support (4+ years)
  • Network and network forensic analysis (packet capture analysis)
  • FIX Protocol
  • Java, Visual Basic, or shell scripting
  • Solaris, Linux, UNIX operating systems
  • Experience with enterprise monitoring solutions
  • Understanding and working knowledge of TCP/IP and Multicast technologies
  • Working knowledge of internetworking and various LAN/WANtechnologies
  • Working knowledge of router, switch, firewall, and proxy technologies
  • Apache, Akamai (CDN), DNS, LDAP, MySQL ***