Analyst II, Systems Operations

ICE Data Services; Singapore; On-site; SGD 50,000 - 80,000; Full time

Job summary

ICE Data Services in Singapore is seeking an Operations Support Analyst to back office, support staff and IT teams, ensuring the highest customer satisfaction and minimal IT disruptions in a 24x7 environment.

The role requires troubleshooting, incident management, and coordination with internal and external partners, with a blend of technical and business understanding of ICE exchanges, data services, and infrastructure.

Qualifications

• Systems/Application support experience or a related degree.
• Excellent communication skills.
• Ability to stay organized and decisive under pressure when handling urgent production issues.
• Team player able to liaise with technical and non-technical contributors.
• Analytical problem-solving to identify root causes.
• Reliability, flexibility, and attention to detail.

Responsibilities

• Troubleshoot day-to-day issues and provide direct support to engineering and IT teams.
• Communicate important information about system maintenance to internal partners.
• Coordinate with third-party vendors and internal units.
• Maintain operations and administration of proprietary systems.
• Assist ICE staff with problem solving and escalation procedures.
• Assess issues quickly and propose actions for restoration of service.
• Own production incidents including communication, escalation, and follow-up for root-cause analysis.
• Understand trading/clearing platforms and network architecture to improve performance.
• Prepare documentation for troubleshooting and escalation procedures.
• Follow incident, problem, and change management practices.
• Scheduling flexibility required.

Skills

Systems support experience

Excellent communication skills

Organized and decisive under pressure

Team player

Analytical problem-solving

Education

Associate/Bachelor's degree

Tools

ServiceNow

Microsoft Office

Bash scripting

PowerShell scripting

Linux OS

Windows OS

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.