Analyst I, Systems Operations

Job Description

Job Purpose

The System Operations Analyst I is responsible for providing immediate assistance to NYSE Group Exchanges, National Markets Services, back office, support personnel, and IT staff to ensure high customer satisfaction and minimize IT-related problems. This entry-level role supports the daily operations of industry-leading trading exchanges, 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.

Responsibilities

• Assist with troubleshooting and resolving day-to-day internal and customer issues.
• Provide direct support to clients.
• Maintain operations and administration of ICE/NYSE systems using established policies and procedures.
• Adhere to Incident Management policy, maintaining ownership of production incidents, including communication, escalation, and follow-up for root cause analysis.
• Prepare and maintain documentation for troubleshooting and escalation procedures.
• Control computer systems on schedule using computer system consoles, operator checklists, and third-party software.
  
  

Knowledge And Experience

• Associates/Bachelor's degree or equivalent systems/application support experience.
• Beginner-level experience with Linux Operating System.
• Ability to work in a service-oriented team environment.
• Strong customer focus and dedication to providing the best possible user experience.
• Effective communication skills with both technical and business resources.
• Critical thinking and analytical problem-solving skills.
• Demonstrated reliability, flexibility, and attention to detail.
• Scheduling flexibility required.
  
  

Preferred Knowledge And Experience

• Experience or exposure to 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 protocols.
• Basic knowledge of Incident and Change Management processes (e.g., ITIL, ISO 9000, Cobit).