Job Purpose

Operations Support Analysts immediately respond to system-related issues, ensuring low impact and high customer satisfaction. The Operations Support Analyst must be a motivated team player that can see projects to completion, work independently, and be willing to assist other staff in areas not specific to their duties. This is not a typical NOC/helpdesk role, nor is it system or network administration. It is part of a highly specialized support organization responsible for the daily operations of multiple industry-leading trading exchanges, clearing systems, and data distribution services. This position requires identifying, troubleshooting, and resolving internal system problems and external customer-related IT issues. The role requires a blend of general technical and business knowledge, creative solution building, as well as a comprehensive understanding of the overall architecture of the ICE exchanges, divisions, clearing, and infrastructure.

This is a 24x7 environment with global support by teams across multiple continents. Cross-training travel opportunities are possible, but this role may also require occasional odd hours or weekend work.

Responsibilities

• Provide operational oversight with enterprise-level cybersecurity tools and platforms (e.g., Tanium, SentinelOne).
• Coordinate with our Cyber Engineering team to identify and remediate system vulnerabilities; implement backup and redundancy measures.
• Integrate cybersecurity tools with SIEM systems and other monitoring platforms.
• Collaborate with our Cyber Engineering team with patch management lifecycle, including deployment, compliance tracking, and reporting.
• Troubleshoot and resolve complex issues within our infrastructure that may be cyber related.
• Assist with troubleshooting of day-to-day internal and customer issues and provide direct support to clients
• Maintain operations and administration of ICE 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 system terminal, 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
• Experience with enterprise monitoring solutions
• Knowledge of TCP/IP, UDP and Multicast protocol
• Basic knowledge of Incident and change management process (ITIL, ISO9000, Cobit)