Analyst II, Systems Operations
Intercontinental Exchange Holdings, Inc. Hyderabad, Telangana, India
Financial Services · 10,001+ employees
About the role
The analyst will provide direct support for trading platforms, manage production incidents, and coordinate service restoration actions. They are also responsible for maintaining documentation, utilizing ServiceNow for incident management, and contributing to automation efforts.
What they look for
Requirements
Candidates must have 1-3+ years of experience in production support or IT operations and intermediate knowledge of Linux. Strong communication skills, the ability to work in a high-availability environment, and familiarity with networking protocols are required.
Full description
Job Description
Job Purpose
The New York Stock Exchange (NYSE), part of Intercontinental Exchange (NYSE: ICE), is the world's largest equities exchange and a defining name in global markets. Our Systems Operations team keeps that market running, engineering and supporting the technology platforms that connect companies around the world to capital and derivative markets. With a leading-edge approach to developing technology platforms, we have built market infrastructure in all major trading centers, offering customers the ability to manage risk and make informed decisions globally. We're looking for motivated, results-oriented people to join our team.
We are seeking an Operations Support Analyst II to join our Systems Operations team, supporting the technology behind the New York Stock Exchange and affiliated markets. The ideal candidate brings 1-3+ years of production support experience, strong personal initiative, and the ability to manage multiple priorities independently. This individual actively contributes to process improvement and serves as a reliable resource for peers and junior team members.
The ability to work in a high-availability environment supporting standard and extended trading hours (including planned 23x5 extended-hours coverage), with shift rotation and/or weekend work required.
Responsibilities
- Troubleshoot day-to-day customer issues and provide direct, high-quality support to clients across ICE/NYSE trading platforms and data services
- Communicate system maintenance windows, changes, events, and service impacts with clarity and timeliness
- Take full ownership of production incidents including communication, escalation, and post-incident review documentation
- Quickly assess issues and present management with well-conceived short and long-term service restoration actions
- Interact with third-party vendors and coordinate with internal business units on complex service issues
- Adhere to ICE/NYSE policies and escalation procedures; identify gaps and propose improvements
- Prepare and maintain robust documentation for troubleshooting and escalation procedures
- Follow and help improve organizational practices for Incident, Problem, and Change Management
- Utilize ServiceNow for incident, change, and request management, including accurate and timely customer communications
- Contribute to team training efforts and help onboard new analysts
- Lead or support smaller projects and deliver timely status updates to management and stakeholders
- Leverage automation and AI-assisted tooling to reduce manual toil and improve operational efficiency; identify candidate workflows for automation
Knowledge and Experience
- 1-3+ years of experience in a production support or IT operations environment
- Proven technical skills with demonstrated growth in platform and tooling proficiency
- Strong personal initiative; consistently takes responsibility without prompting
- Excellent teamwork with an active role in training new team members
- Ability to prioritize work efficiently without direct guidance from management
- Ability to lead smaller projects and provide effective status updates to management
- 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 (scripting, workflow tools, or similar)
- Familiarity with ServiceNow or equivalent ITSM platforms
- Comfort working in a follow-the-sun model
Preferred Knowledge and Experience
- 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 in an operations context (e.g., scripting, N8N, or AI-assisted workflows)
- Exposure to monitoring tools such as BigPanda, Splunk, or equivalent
