Job DescriptionJob PurposeThe Systems Operations Analyst is part of a support organization that is responsible for the daily operations of multiple industry leading trading exchanges.This is a customer-facing position, providing immediate assistance to Intercontinental Exchange (ICE)/ Current York Stock Exchange (NYSE) exchanges, back office, support personnel and IT staff, in an effort to achieve the highest customer satisfaction and minimize the impact of IT related problems.This is a critical support role within the overall architecture of ICE/NYSE exchanges, divisions, and infrastructure.ResponsibilitiesMonitoring and Incident ManagementMonitor systems and applications within the production environmentDiagnose and fix incidents raised through monitoring tools, conference bridges and chatsWork with and **escalate** to internal and external teams to implement incident fixes, work‐around and data recoveryOpen and update production incident tickets according to company standardsQuickly assess issues and provide management with well‐conceived short and long‐term actions for restoration of servicesCommunicate, escalated and perform root‐cause analysis of production incidentsProblem ManagementInvestigate and update incident tickets with root cause and incident description, ensuring appropriate corrective action follow‐up tickets are assignedManage incident tickets to closure, ensuring incident details are complete and accurate,



and all corrective actions have been completedTroubleshoot day‐to‐day customer issues and provide direct support to clientsPrepare documentation of troubleshooting and escalation proceduresSystem and Application Production ReadinessWork with internal and external teams to expand and maintain operational runbooks and other documentationCheck application and infrastructure availability and tasks at scheduled timesConfigure monitoring tools and alarmsDeployment ManagementProduction deploymentsApprove and execute production deployment tasksParticipate in disaster recovery, business continuity and workplace recovery eventsParticipate in continuous improvement and automation programs, such as trend analysis of recurring issuesProvide and report on performance metrics of the environmentFollow the handover process documented to bring the next shift up to speed and highlight priority items or issuesCommunicate important information about system maintenance, changes and events to clients, and address concerns regarding any aspect of the servicesUnderstand the various trading and clearing platforms and apply technical knowledge to improve system performance and reliabilityParticipate in the on‐call support schedule to ensure adequate business support coverage during core hours.
Provide additional coverage out of hours for deployment and continuity test activitiesKnowledge and ExperienceBachelor's degree (IT‐based)



or experience within IT systems support and/or operational support of applications databases within a Linux/Unix OS environmentProficiency in Bash and working knowledge of a broad range of Linux core utilities and scriptingWorking knowledge of networking: specifically TCP and UDPUnderstanding of systems architecture and designStrong communication skillsHigh level of general IT skills with email and MS Office ApplicationsAble to think logically and criticallyAnalytical problem‐solving skills with an ability to identify root cause(s)Able to work as a team player across the organizationAble to build and maintain effective relationships with individuals and the team as a wholeAbility to be organized and decisive while under pressureCustomer focused, and dedicated to the best possible user experienceExcellent time management skillsAble to manage priorities and multi‐taskSelf‐confident and assertiveDemonstrate reliability, flexibility, and attention to detailScheduling flexibility requiredPreferred Knowledge and ExperienceExperience with FIX ProtocolBasic knowledge of Java coding/debugging; ability to review logs/stack trace to debug issuesBasic Unix Shell scripting skillsExperience with enterprise monitoring solutionsUnderstanding and working knowledge of TCP/IP, UDP and Multicast technologiesWorking knowledge of internetworking and various LAN/WAN technologiesExperience with an any enterprise incident management software and knowledge of BigPanda and PagerDutyExperience with IBM MQ, KafkaExperience with a job scheduler like TidalWorking knowledge of router, switch, firewall, and proxy technologies: Apache, DNS, LDAPExperience in or understanding of financial markets, trading, and clearing systems preferred
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📌 Systems Operations Analyst (Melbourne)
🏢 Intercontinental Exchange Holdings
📍 Melbourne