Analyst II, Systems Operations

Analyst II, Systems Operations

ICE – Intercontinental Exchange (ICE) invites applications for the Analyst II, Systems Operations role within the ICE Data Services Systems Operations team.

Working for ICE as part of the Data Services Systems Operations team provides an opportunity to support one of the most public‑visible companies globally, working with cutting‑edge technology and experiencing the excitement and importance of daily operations in a highly specialized support organization.

The Operations Support Analyst provides immediate assistance to back office, support personnel, and IT staff to achieve high customer satisfaction and minimize IT‑related problems. The role requires a motivated team player capable of working independently, troubleshooting day‑to‑day issues, and collaborating with diverse stakeholders. It is part of a 24x7 environment with possible weekend scheduling or shift work.

• Troubleshoot day‑to‑day issues and provide direct support to engineering and IT support groups.
• Work with internal partners to communicate important information about system maintenance, changes, events, and address concerns.
• Interact with third‑party vendors and coordinate with various internal business units.
• Maintain and administer proprietary systems as an integral part of the position.
• Assist other ICE staff with problem solving and escalation procedures.
• Quickly assess issues and provide management with well‑conceived short and long‑term actions for restoration of services.
• Own production incidents including communication, escalation, and root‑cause analysis follow‑up.
• Understand various trading and clearing platforms, data distribution services, and general network architecture to improve performance and reliability.
• Prepare documentation for troubleshooting and escalation procedures.
• Follow Incident, Problem, and Change Management practices and create database records.
• Maintain scheduling flexibility.

• Excellent communication skills.
• Systems/Application support experience or Associate/Bachelor’s degree.
• Organized and decisive under pressure, managing urgent and critical production issues.
• Team player capable of effective liaison with technical and non‑technical contributors.
• Logical, critical, analytical problem‑solving skills that identify root causes.
• Reliability, flexibility, and attention to detail.

• Financial markets, trading and clearing systems.
• Experience with Service Now, particularly Incident, Ticket and Change modules.
• Technology and/or application support.
• Proficiency with Microsoft Office Suite.
• Ability to debug/write Bash and Power Shell scripts.
• Proficiency in Linux and Windows operating systems.
• Network protocols and traffic analysis.
• Understanding of TCP/IP, UDP, and Multicast technologies.
• Experience with enterprise monitoring and support solutions – Big Panda, Pager Duty, and Rundeck.

Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.