Senior Systems Operations Lead – Incident & Reliability

Intercontinental Exchange Holdings, Inc.; Atlanta (GA); On-site; USD 90,000 - 120,000; Full time

Job summary

Intercontinental Exchange Holdings, Inc. (NYSE: ICE) seeks a Senior Analyst, Operations Support to serve as a senior escalation point in Systems Operations, supporting NYSE trading platforms and market data services.

You will own high-severity incidents, lead root-cause analyses, and drive improvements across a global 24x5/24x7 production environment. The ideal candidate brings 3–5+ years in production support or IT operations, with deep knowledge of Incident, Problem, and Change Management, and

Qualifications

• 3–5+ years of experience in production support, IT operations, or systems operations, preferably in financial services or exchange/trading environments.
• Subject-matter expert on several platforms or technologies used by the team (e.g., trading systems, ServiceNow, BigPanda, or equivalent monitoring/ITSM tooling)
• Demonstrated ability to lead projects independently, with direct accountability to management for outcomes and timelines
• Track record of owning critical deliverables with minimal oversight in a fast-moving, high-availability environment
• Experience actively training and mentoring team members, with the credibility to be a go-to technical resource
• Strong working knowledge of Incident, Problem, and Change Management practices in a production environment

Responsibilities

• Serve as a senior escalation point for complex, high-impact client and platform issues across NYSE trading platforms and market data services
• Take ownership of high-severity production incidents end-to-end, driving rapid restoration and post-incident review
• Lead root-cause analysis efforts and drive corrective action items through to closure
• Establish and reinforce best practices for Incident, Problem, and Change Management within ServiceNow
• Lead large operational projects independently with concise status updates to management
• Identify and drive improvements to increase platform reliability using monitoring data
• Coordinate with third-party vendors and internal teams on complex, multi-team resolutions
• Mentor team members as the go-to platform expert for junior analysts
• Prepare and maintain high-quality escalation procedures and runbooks
• Contribute to team hiring and onboarding as a subject-matter expert and technical interviewer

Skills

Incident management

IT operations

Technical leadership

Monitoring tooling

ServiceNow

BigPanda

Splunk

Education

Bachelor's degree in IT/CS

Tools

ServiceNow

BigPanda

Splunk

Job description

Intercontinental Exchange Holdings, Inc. (NYSE: ICE) seeks a Senior Analyst, Operations Support to serve as a senior escalation point in Systems Operations, supporting NYSE trading platforms and market data services.

You will own high-severity incidents, lead root-cause analyses, and drive improvements across a global 24x5/24x7 production environment. The ideal candidate brings 3–5+ years in production support or IT operations, with deep knowledge of Incident, Problem, and Change Management, and