Overview Job Purpose At Intercontinental Exchange Operations Support Analysts are the focal point of a highly specialized support model that is responsible for the daily operations of multiple industry leading trading exchanges, clearing systems, and data services. This particular position focuses on supporting the company’s Fixed Income trading platforms and requires a blend of technical and business acumen, as well as a comprehensive familiarity of the platforms being supported. This is also a client-facing position that requires identifying and resolving both internal system problems, as well as external client-related IT issues. This is not strictly a Systems Administrator or Network Engineering position, but a hybrid role in which prior experience in these areas is desirable. With a broad range of responsibilities, Operations Support Analysts can work with a broad range of new and industry-standard technologies. This role also offers opportunities to collaborate with ICE teams that serve both business and technical functions, including trade support specialists, developers, project managers, database administrators, and business leaders. Responsibilities Troubleshoot day-to-day customer issues and provide direct support to clients Interact with third-party vendors, coordinate and collaborate with various internal business units Maintain operations and administration of proprietary systems Quickly assess an issue(s) and provide management with well-conceived short and long-term actions for restoration of service(s) Ownership of production incidents including communication, escalation, and follow-up for root-cause analysis Understand the trading life cycle across managed system(s), and apply technical knowledge to improve performance and reliability Prepare documentation for troubleshooting and escalation procedures Follow organizational practices regarding Incident and Change management Scheduling flexibility required for occasional weekend work or rotation into evening shifts Knowledge and Experience Excellent communication skills Systems/Application support experience Ability to be organized and decisive while under pressure, when managing urgent and critical production issues as and when they occur Able to interface/liaison effectively with a variety of technical/non-technical contributors throughout the organization Logical approach, critical thinking and analytical problem-solving skills with the ability to identify the root cause(s) of a problem Demonstrate reliability, flexibility, and attention to detail Preferred Skills Meaningful experience with the following industries/technologies is a PLUS: Fixed income markets, trading and clearing systems Associates/Bachelor’s degree Network and network forensic analysis (packet capture analysis) Familiarity with FIX protocol Ability to debug/write shell scripts. Basic knowledge about Java Coding/Debugging. Ability to look at logs/stack trace to debug issues Proficiency in Linux operating systems Experience with enterprise monitoring solutions Working knowledge of router, switch, firewall, and proxy technologies: Apache, Akamai (CDN), DNS, LDAP, MySQL Schedule This role offers work from home flexibility of one day per week. Intercontinental Exchange, Inc. is an Equal Opportunity and Affirmative Action 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.