Overview Job Purpose The System Operations Analyst is responsible for documentation, managing, promptly analyzing and escalating or solving problems inside the company’s hosted-services production environment. The role is a blend of general technical and business knowledge as well as a solid understanding of the architecture of Clearing Systems and networks. This is a full-time position that requires occasional shift work (day and night). Responsibilities You will be responsible for monitoring and Incident Management (1st Level fix, Notification and Escalation) of the Production Environment You will be accountable for monitoring of the Systems, Networks and Applications within the production environment Manage, diagnose and fix (based on runbook and knowledge) Incidents which are raised through Monitoring Tools, or via the Production Conference Bridge Strong collaboration with other teams to add additional runbooks and maintain existing runbooks Assist in the investigation and/or the resolution of problems that caused Incidents, in scope of the responsibilities Meticulously follow the handover process documented to bring the next shift up to speed and highlight priority items or issues Knowledge and Experience University degree or applicable experience within IT systems support and/or operational support of applications, databases within a Windows environment Demonstrable knowledge of networking: specifically, TCP and UDPi, SQL, Scripting/Macros Willingness to work shift rotations that include weekends and public holidays, as the company requires, and to participate in standby/on-call duties to help resolve issues where required Excellent verbal and written communication skills Logical approach, critical thinking and analytical problem-solving skills with an ability to identify the root cause(s) of a problem Effective team player – able to interface / liaise effectively with a variety of IT and non-IT contributors and personalities across the organization Ability to be organized and decisive while under pressure, when managing urgent and critical production issues Excellent time management skills - A structured and organized approach to work, knows how to manage priorities and able to multi-task Schedule This role offers work from home flexibility of one day per week. Intercontinental Exchange is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability or veteran status, or other protected status. #LI-JM1