**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 setting 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.

📌 Analyst II, Systems Operations (Southbank)
🏢 Intercontinental Exchange
📍 Southbank