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, Help Desk support, and Market Compliance Supervision. This is a customer-facing position, providing immediate assistance to NYSE Group Exchanges and National Markets Services, 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 the ICE/NYSE exchanges, divisions, and infrastructure.This is a 24x7 environment and the position requires shift rotation and/or weekend work.ResponsibilitiesAssist with troubleshooting of day-to-day internal and customer issues and provide direct support to clientsMaintain operations and administration of ICE/NYSE systems using existing policies and proceduresAdhere to Incident Management policy by maintaining ownership of production incidents including communication, escalation, and follow-up for root-cause analysisPrepare documentation for troubleshooting and escalation proceduresControl computer system(s) on schedule by means of computer system console, operator checklists, and third-party softwareKnowledge and ExperienceAssociates/Bachelor's degree or equivalent systems/application support experienceExperience with Linux Operating SystemAble to work in a service-oriented team environmentCustomer focused, and dedicated to the best possible user experienceAble to communicate effectively with both technical and business resourcesCritical thinking and analytical problem-solving skills, able to think logicallyDemonstrated reliability, flexibility, and attention to detailScheduling flexibility requiredPreferredExperience/exposure with financial and investment industries/technologiesBasic Unix Shell scripting skillsHelp Desk or Customer Service experienceBasic knowledge of FIX ProtocolExperience with enterprise monitoring solutionsKnowledge of TCP/IP, UDP and Multicast protocolBasic knowledge of Incident and change management process (ITIL, ISO9000, Cobit)ScheduleThis role offers work from home flexibility of one day per week. #J-18808-Ljbffr