Analyst II, Systems Operations

Job Purpose

Systems Operations Responsibilities

• Troubleshoot customer issues across ICE and NYSE trading platforms and data services.
• Communicate maintenance windows, changes, events, and service impacts.
• Own production incidents through communication, escalation, restoration, and post-incident documentation.
• Coordinate with vendors and internal business units on complex service issues.
• Maintain troubleshooting and escalation procedures and improve Incident, Problem, and Change Management practices.
• Use ServiceNow for incident, change, and request management.
• Contribute to training and onboarding for new analysts.
• Lead or support smaller projects and provide status updates.
• Identify automation and AI-assisted workflows that reduce manual toil and improve efficiency.

Knowledge and Experience

• 1–3+ years of experience in a production support or IT operations environment.
• Intermediate-level experience with Linux operating systems.
• Understanding of TCP/IP, UDP, and Multicast protocols.
• Interest in or exposure to automation and AI-assisted operations.
• Familiarity with ServiceNow or an equivalent ITSM platform.
• Ability to prioritize work independently, lead smaller projects, and provide management updates.
• Comfort working in a follow-the-sun model.
• Strong initiative, accountability, teamwork, and participation in training new team members.

Preferred Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or equivalent experience.
• Experience supporting exchange technology, financial market data, or regulated trading environments.
• Exposure to automation or AI tooling such as scripting, N8N, or AI-assisted workflows.
• Exposure to monitoring tools such as BigPanda, Splunk, or equivalent.

Schedule and Coverage

• The role supports standard and extended trading hours, including planned 23x5 coverage.
• Shift rotation and/or weekend work is required.

Company Context