Systems Operations Analyst - Technical Support

Intercontinental Exchange, Inc. New York , NY 10007

Posted 4 weeks ago

Job Purpose

The Systems Operations Analyst is part of a support organization that is responsible for the daily operations of multiple industry leading trading exchanges, Help Desk support, and Market Compliance Supervision. This is a customer-facing position, providing immediate assistance to NYSE Group Exchanges and National Markets Services, back office, support personnel and IT staff in an effort to achieve the highest customer satisfaction and minimize the impact of IT related problems. This is a critical support role within the overall architecture of the ICE/NYSE exchanges, divisions, and infrastructure.

This is a 24x7 environment and the position requires shift rotation and/or weekend work.

Responsibilities

  • Assist with troubleshooting of day-to-day internal and customer issues and provide direct support to clients

  • Maintain operations and administration of ICE/NYSE systems using existing policies and procedures

  • Adhere to Incident Management policy by maintaining ownership of production incidents including communication, escalation, and follow-up for root-cause analysis

  • Prepare documentation for troubleshooting and escalation procedures

  • Control computer system(s) on schedule by means of computer system console, operator checklists, and third-party software

Knowledge and Experience

  • Associates/Bachelor's degree or equivalent systems/application support experience

  • Experience with Linux Operating System

  • Able to work in a service-oriented team environment

  • Customer focused, and dedicated to the best possible user experience

  • Able to communicate effectively with both technical and business resources

  • Critical thinking and analytical problem-solving skills, able to think logically

  • Demonstrated reliability, flexibility, and attention to detail

  • Scheduling flexibility required

Preferred

  • Experience/exposure with 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 protocol

  • Basic knowledge of Incident and change management process(ITIL, ISO9000, Cobit)

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.

Additional Information

  • Job Type: Standard

  • Schedule: Full-time

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Technical Support Manager

Averity

Posted Yesterday

VIEW JOBS 11/25/2020 12:00:00 AM 2021-02-23T00:00 <p>We are an online platform connecting families that are looking for senior care services with a team of experienced advisors providing insight-driven and personalized solutions. We are a quickly growing organization with over 500 advisors connecting more than 300,000 families every year to one of our community customers.</p><p>&nbsp;</p><p><strong>THE POSITION</strong></p><p>Do you thrive on the challenge of problem-solving in SaaS environments? Do you enjoy using your technology experience to lead and contribute to a team of talented people? Are you looking for a challenge where you can apply your skills? If so, come join our team and continue to develop these skills!</p><p>&nbsp;</p><p>Our organization is seeking a motivated and energetic Technical Support Manager who contributes to the overall support of our employee base. Our organization has a deployed sales team, external call center operation, and corporate resources that require strong architecture and troubleshooting skills.</p><p>&nbsp;</p><p>We are looking for someone who has good technical knowledge with the ability to communicate effectively to both understand the problem and explain the solution &ndash; and wants to continue learning! This role is expected to interface with all levels of management, corporate business partners, and external vendors. Excellent communication and customer service skills, as well as the ability to translate technical details, are a must.</p><p>&nbsp;</p><p><strong>Responsibilities</strong></p><p><strong>What you will do:</strong></p><ul><li>Lead the Tech Support Team to provide high-quality support to all employees and contractors, including day-to-day work, sprint planning, and team member evaluations</li><li>Implement new operational processes aligned with global standards and maintain the existing operations with an eye to improve as needed</li><li>Evaluate existing systems, processes, and procedures, and recommend improvements</li><li>Maintain local IT knowledge documents and provide feedback on global documents to ensure efficient troubleshooting</li><li>Work with our InfoSec team to ensure appropriate policies are implemented.</li><li>Provide Tier 2 and 3 IT support escalated by fellow IT team members</li><li>Deliver a consistent process for the incident and problem escalation along with resolution</li><li>Equipment deployment and imaging</li><li>Provide guidance on desktop architecture</li><li>Administer and support system backup and disaster recovery processes</li><li>Maintain inventory of equipment and software licenses</li><li>Set specific customer service standards</li><li>Contribute to improving customer support by actively responding to queries and handling complaints</li><li>Establish best practices through the entire technical support process</li><li>Follow up with customers to identify areas of improvement</li><li>Develop daily, weekly and monthly reports on the helpdesk team&rsquo;s productivity</li><li>Provide customer feedback to the appropriate internal teams, like product developers</li><li>Reviews trouble tickets and tracks progress</li><li>Assigns technical resources to complete trouble tickets and ensure the effective operation of the helpdesk</li><li>Evaluates new and emerging desktop products and solutions to ensure system stability; works with other IT units to evaluate and analyze desktop systems impact for upgrades and conversions</li><li>Complex desktop system troubleshooting for tier-two type support</li><li>Project prioritization taking into consideration other project&rsquo;s needs, staff availability, and current workload</li><li>Analyze system configuration and determine upgrade paths, migrations, and other changes</li><li>Assist in building out your team of tech support professionals</li></ul><p><strong>Qualifications</strong></p><p><strong>Required Skills and Competencies:</strong></p><ul><li>5+ years of desktop support experience</li><li>2+ years IT team management experience</li><li>Microsoft Office 365 Enterprise administration</li><li>Microsoft Active Directory (Azure Domain Services, AD Connect, ADFS, GPO)</li><li>Microsoft Windows OS &amp; Office desktop applications</li><li>Management and administration of cloud-based applications (O365, Google Apps, Amazon, Sophos, Zoom, Okta, and other company cloud services).</li><li>Identify and escalate priority issues as needed</li><li>Customer Service oriented and self-starter that can address customer issues effectively under tight deadlines</li><li>Strong interpersonal and communication skills</li><li>Analytical thinking (strong problem resolution skills and process development)</li></ul> Averity New York NY

Systems Operations Analyst - Technical Support

Intercontinental Exchange, Inc.