Analyst II, Systems Operations

Job Purpose

The Systems Operations Analyst plays a vital role in supporting the daily operations of multiple industry-leading trading exchanges, with a focus on the infrastructure components that ensure their seamless functionality. This internal-facing position provides immediate assistance to a broad range of ICE/NYSE stakeholders-including developers, engineers, back office personnel, support teams, and IT staff-to maximize customer satisfaction and minimize the impact of IT-related issues.

This role demands a motivated, team-oriented individual who can work independently, drive projects to completion, and contribute beyond their core responsibilities. The ideal candidate will bring a strong blend of technical and business acumen, along with a comprehensive understanding of the architecture of ICE/NYSE exchanges, divisions, clearing systems, and infrastructure.

This is a 24x7 operational environment. The position requires a five-day in-office schedule and may involve varying shifts and weekend work, depending on business needs.

Responsibilities

• Automation
  • Identify automation candidates to assist with Disaster Recovery and incident remediation.
  • Contribute on automation projects including scripting and building of automation jobs.
  • Collaborate with other team members (internal and external) on automation initiatives.
  • Investigate and troubleshoot issues with existing automation.
• Incident Management
  • Monitor systems and applications within the production environment.
  • Diagnose and fix incidents raised through monitoring tools, conference bridges, and chats.
  • Work with and escalate to internal and external teams to implement incident fixes, workarounds, and data recovery.
  • Open and update production incident tickets according to company standards.
• Problem Management
  • Investigate and update incident tickets with root cause and incident description, ensuring appropriate corrective action follow-up tickets are assigned.
  • Manage incident tickets to closure, ensuring incident details are complete and accurate, and all corrective actions have been completed.
  • Participate in continuous improvement programs, such as trend analysis of recurring issues.
  • Provide and report on performance metrics of the environment.
• System and Application Production Readiness
  • Work with internal and external teams to expand and maintain operational runbooks and other documentation.
  • Check application and infrastructure availability and tasks at scheduled times.
  • Configure monitoring tools and alarms.
• Change Management
  • Ensure successful prioritization, approval, scheduling, and execution of production and DR environment changes
  • Production deployments.
  • Approve and execute production deployment tasks.
• Disaster Recovery Management
  • Participate in disaster recovery, business continuity, and workplace recovery events.

Knowledge and Experience

• 3+ Years of cumulative, full-time experience preferred
• Experience with enterprise monitoring solutions a plus
• Bachelor's degree (IT-based) or experience within IT systems support and/or operational support of applications databases within a Linux/Unix OS environment, or equivalent experience
• Proficiency in one or more scripting languages (e.g., Shell Scripting, Python, PowerShell)
• Understanding of network protocols and security concepts.
• Strong knowledge of operating systems (Windows, Linux, macOS).
• Strong problem-solving and analytical skills.
• Excellent communication skills (both written and verbal).
• Ability to work within a team and across teams
• Ability to be organized and decisive while under pressure
• High level of general IT skills with MS Office Applications
• Capacity to relate technical concepts and events to non-technical stakeholders.

Specific Technologies

Rundeck, Pagerduty, BigPanda, RHEL

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