Analyst II, Systems Operations

Intercontinental Exchange Holdings, Inc.; City of Melbourne; On-site; AUD 90,000 - 120,000; Full time

Job summary

Intercontinental Exchange Holdings, Inc. in Melbourne is seeking a System Operations Analyst II to provide advanced technical support across ICE/NYSE systems in a 24/7 environment. You will troubleshoot complex issues, maintain Linux-based services, and ensure high availability through ITIL-aligned incident and change processes.

Strong communication with technical and business teams is essential. Responsibilities include documenting recovery procedures, mentoring junior analysts, and

Qualifications

• 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.

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.

Skills

Linux OS

TCP/IP

Customer-focused

Analytical thinking

Problem-solving

Communication

Education

Bachelor's degree or equivalent

Tools

ITIL

Monitoring tools

Cloud/cluster virtualization

Job description

Job Description

Job Purpose

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.

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.

Knowledge and Experience

• 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.

Preferred Knowledge and Experience

• Experience in the financial and investment industries/technologies.
• Understanding of programming/scripting (Python, BASH, etc..) languages.
• Familiarity with FIX Protocol.
• Experience with enterprise monitoring tools.
• Experience working in cloud or cluster-based/virtualized environments.