Analyst II, Systems Operations

Intercontinental Exchange Holdings, Inc.; Melbourne; On-site; AUD 70,000 - 95,000; Full time

Job summary

Intercontinental Exchange Holdings, Inc. in Melbourne seeks an Operations Support Analyst to assist back office, IT staff and support teams in a fast-paced, 24x7 trading environment. You will help ensure high customer satisfaction and minimize IT-related disruptions.

The role involves troubleshooting, incident management, and collaboration with internal partners and vendors. Prior systems/application support experience is desirable, and flexibility for weekend or shift work may be required.

Qualifications

• Systems/Application support experience or equivalent educational background.
• Excellent communication skills and ability to work under pressure.
• Organized, decisive, and able to coordinate with multiple teams.

Responsibilities

• Troubleshoot day-to-day issues and provide direct support to engineering and IT support groups.
• Communicate maintenance events and changes to internal partners and address concerns.
• Interact with third-party vendors and coordinate with internal business units.
• Maintain operations of proprietary systems and assist ICE staff with problem solving.
• Assess issues quickly and recommend short/long-term restoration actions.
• Own production incidents, including communication, escalation, and root-cause analysis.

Skills

Excellent communication

Team player

Under pressure decision making

Analytical problem solving

Reliability and attention to detail

Organizational skills

Education

Associates or Bachelor's degree

Tools

ServiceNow

Incident management

Change management

Bash scripting

PowerShell scripting

Linux

Windows

Microsoft Office

BigPanda

PagerDuty

Rundeck

Job description

Job Description

Job Purpose

The Operations Support Analyst will provide immediate assistance to back office, support personnel and IT staff to achieve the highest customer satisfaction and minimize the impact of IT related problems. 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.

The Operations Support Analyst role is not a typical NOC/helpdesk role - it is part of a highly specialized support organization that is responsible for the daily operations of multiple industry leading trading exchanges, clearing systems, and data distribution services. This position requires identifying, troubleshooting, and resolving both internal system problems, as well as external customer-related IT issues. The role requires a blend of general technical and business knowledge, as well as a comprehensive understanding of the overall architecture of the ICE exchanges, divisions, clearing, and infrastructure. This position is not a Systems Administrator or Network Engineering position; however, prior experience in these areas is desirable. Job level will be determined based on years of relevant experience.

This is a 24x7 environment and the position may require weekend scheduling and or working on other shifts.

Responsibilities

• Troubleshoot day-to-day issues and provide direct support to engineering and IT support groups.
• Work with internal partners to communicate important information about system maintenance, changes, events, and to address their concerns regarding any aspect of the services.
• Interact with third-party vendors, coordinate, and collaborate with various internal business units.
• Maintaining operations and administration of proprietary systems is an integral part of the position.
• Assist other ICE staff with problem solving and escalation procedures.
• Quickly assess an issue(s) and provide management with well-conceived short and long-term actions for restoration of service(s).
• Ownership of production incidents including communication, escalation, and follow-up for root-cause analysis.
• Understand the various trading and clearing platforms, data distribution services, general network architecture, and apply technical knowledge to improve system performance and reliability.
• Prepare documentation for troubleshooting and escalation procedures.
• Follow organizational practices regarding incident, problem, and change management along with the creation of database records for these disciplines.
• Scheduling flexibility required.

Knowledge and Experience

• Systems/Application support experience OR Associates/Bachelor’s degree.
• Excellent communication skills.
• Ability to be organized and decisive while under pressure, when managing urgent and critical production issues as and when they occur.
• Team Player - able to interface/liaison effectively with a variety of technical/non-technical contributors throughout the organization.
• Logical approach, critical thinking, and analytical problem-solving skills with the ability to identify the root cause(s) of a problem.
• Demonstrate reliability, flexibility, and attention to detail.

Preferred Skills

Meaningful experience with the following industries/technologies is a PLUS:

• Financial markets, trading and clearing systems.
• Experience with ServiceNow, particularly Incident, Ticket and Change modules.
• Technology and/or application support.
• Proficiency with Microsoft Office Suite.
• Ability to debug/write Bash and PowerShell scripts.
• Proficiency in Linux and Windows operating systems.
• Network protocols and network traffic analysis.
• Understanding and working knowledge of TCP/IP, UDP and Multicast technologies.
• Experience with enterprise monitoring and support solutions; BigPanda, PagerDuty and Rundeck.