OverviewJob Purpose
We are seeking a Senior Analyst, Operations Support to serve as a subject-matter expert and escalation point within our Systems Operations team, supporting the technology behind the New York Stock Exchange and affiliated markets. The ideal candidate combines deep platform knowledge with strong mentorship and project leadership capabilities, operates with a high degree of independence, and consistently drives quality outcomes in our high-availability, 24x5/24x7 production environment supporting live trading and market data. This individual bridges the gap between frontline support and technical leadership, influencing process improvements and team development across a global team. This environment requires shift rotation and/or weekend work.
Responsibilities
- Serve as a senior escalation point for complex, high-impact client and platform issues, providing expert-level troubleshooting across NYSE trading platforms and market data services
- Take ownership of high-severity production incidents end-to-end, driving rapid restoration, clear stakeholder communication, and comprehensive post-incident review
- Lead root-cause analysis efforts using ServiceNow incident and problem records, and drive corrective action items through to closure
- Establish and reinforce best practices for Incident, Problem, and Change Management within ServiceNow
- Lead large operational projects independently, providing structured, concise status updates to management and stakeholders
- Identify systemic gaps in operational procedures and drive improvements that increase platform reliability, using monitoring data from BigPanda and related tooling to inform priorities
- Coordinate with third-party vendors and internal business units on complex, multi-team resolution efforts spanning trading, connectivity, and market data platforms
- Actively train and mentor team members, serving as the go-to platform expert for junior and mid-level analysts
- Prepare and maintain high-quality documentation, including escalation procedures and troubleshooting runbooks for core trading and market data platforms
- Contribute to team hiring and onboarding as a subject-matter expert and technical interviewer
Knowledge and Experience
- 3-5+ years of experience in production support, IT operations, or systems operations, preferably in financial services or exchange/trading environments
- Subject-matter expert on several platforms or technologies used by the team (e.g., trading systems, ServiceNow, BigPanda, or equivalent monitoring/ITSM tooling)
- Demonstrated ability to lead projects independently, with direct accountability to management for outcomes and timelines
- Track record of owning critical deliverables with minimal oversight in a fast-moving, high-availability environment
- Experience actively training and mentoring team members, with the credibility to be a go-to technical resource
- Strong working knowledge of Incident, Problem, and Change Management practices in a production environment
Preferred Knowledge and Experience
- Bachelor's degree in Information Technology, Computer Science, or equivalent professional experience
- ITIL Foundation certification or equivalent
- Hands-on experience with BigPanda, Splunk, ServiceNow, or similar monitoring and ITSM platforms
- Exposure to automation tooling (e.g., scripting, workflow automation) to reduce manual operational toil
- Experience working in cloud or virtualized infrastructure environments
- Knowledge of or experience with the FIX protocol is a plus
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