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 not strictly a system administration or network engineering position, but a hybrid role in which prior experience in those areas is desirable. In addition to tackling internal systemic challenges, an analyst will also collaborate closely with clients and external vendors to solve shared problems. With a broad range of responsibilities, Operations Support Analysts can work with a broad range of new and industry-standard technologies. This placement offers an opportunity 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 members of various internal business units Maintain operations and administration of proprietary ICE systems Quickly assess issues and provide management with well-conceived short and long-term actions for restoration of services Ownership of production incidents, including communication, escalation, and follow-up for root-cause analysis Understand the service lifecycle across managed systems, and apply technical knowledge to improve performance and reliability Prepare documentation for troubleshooting and escalation procedures Follow organizational practices regarding Incident and Change management Knowledge and Experience 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 an organization Critical thinking and analytical problem-solving skills, able to think logically Demonstrated reliability, flexibility, and attention to detail Degree or equivalent certifications in a relevant field Preferred Meaningful experience with the following industries/technologies is a PLUS: Fixed income markets, trading and clearing systems 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.