Analyst II, Systems Operations

About the role

The Operations Support Analyst provides immediate assistance to back office, support personnel and IT staff to achieve high customer satisfaction and minimise the impact of IT-related problems. The role sits within a specialised support organisation responsible for the daily operation of trading exchanges, clearing systems and data distribution services, and involves troubleshooting and resolving both internal system problems and external customer IT issues. It is not a typical NOC or helpdesk role, nor a Systems Administrator or Network Engineering position, though prior experience in those areas is desirable. The position is 24x7 and may require weekend or shift work.

Key responsibilities

• Troubleshoot day-to-day issues and give direct support to engineering and IT support groups.
• Work with internal partners to share information about system maintenance, changes and events, and address their concerns.
• Interact with third-party vendors and collaborate with internal business units.
• Maintain the operations and administration of proprietary systems.
• Assist colleagues with problem solving and escalation procedures, and quickly assess issues to propose short- and long-term restoration actions.
• Own production incidents, including communication, escalation, follow-up and root-cause analysis.
• Understand trading and clearing platforms, data distribution services and network architecture to improve system performance and reliability.
• Prepare documentation for troubleshooting and escalation, and follow incident, problem and change management practices with database records.

Required profile

• Systems/application support experience or an associate's or bachelor's degree.
• Excellent communication skills and the ability to liaise with technical and non-technical people.
• Organised and decisive under pressure, with logical, analytical problem-solving and attention to detail.
• Scheduling flexibility, as the role is 24x7.

Required skills

• Preferred: financial markets, trading and clearing systems experience.
• Preferred: ServiceNow (Incident, Ticket and Change modules).
• Preferred: Bash and PowerShell scripting, Linux and Windows, TCP/IP, UDP and Multicast, network protocol analysis.
• Preferred: enterprise monitoring tools such as BigPanda, PagerDuty and Rundeck.