About the role
The System Operations Analyst II provides advanced technical support to NYSE Group Exchanges, National Markets Services, back office, support personnel, and IT staff, ensuring high customer satisfaction and minimizing IT-related problems. This role supports the daily operations of industry-leading trading exchanges, advanced 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.
Key responsibilities
Provide advanced technical support to clients by troubleshooting and resolving complex internal and customer issues
Maintain operations and administration of ICE/NYSE systems using established policies and procedures
Oversee production environment by adhering to the Incident Management and Change Management policies (e.g., ITIL, ISO 9000, Cobit), including communication, escalation, and follow-up for root cause analysis
Prepare and maintain comprehensive documentation for troubleshooting and recovery procedures
Participate in strategic and tactical projects to further innovate and improve Exchange systems and processes
Mentor and train junior analysts in troubleshooting and Exchange administration tasks
About you
Bachelor's degree or equivalent systems/application support experience
Intermediate level experience with Linux Operating System
Understanding of TCP/IP, UDP, and Multicast protocols
Proven ability to work in a customer focused environment and dedication to providing the best possible user experience
Effective communication skills with both technical and business resources
Strong logical thinking, critical thinking, and analytical problem-solving skills
Demonstrated reliability, flexibility, and attention to detail
Experience in the financial and investment industries/technologies (preferred)
Understanding of programming/scripting (Python, BASH, etc..) languages (preferred)
Familiarity with FIX Protocol (preferred)