Work with internal partners to communicate important information about system maintenance, changes, events, and to address their concerns regarding any aspect of the services.
Interact with third-party vendors, coordinate, and collaborate with various internal business units.
Maintaining operations and administration of proprietary systems is an integral part of the position.
Assist other ICE staff with problem solving and escalation procedures.
Quickly assess an issue(s) and provide management with well-conceived short and long-term actions for restoration of service(s).
Ownership of production incidents including communication, escalation, and follow-up for root-cause analysis.
Understand the various trading and clearing platforms, data distribution services, general network architecture, and apply technical knowledge to improve system performance and reliability.
Prepare documentation for troubleshooting and escalation procedures.
Follow organizational practices regarding incident, problem, and change management along with the creation of database records for these disciplines.
Scheduling flexibility required.
Knowledge and Experience
Systems/Application support experience OR Associates/Bachelor’s degree.
Excellent communication skills.
Ability to be organized and decisive while under pressure, when managing urgent and critical production issues as and when they occur.
Team Player - able to interface/liaison effectively with a variety of technical/non-technical contributors throughout the organization.
Logical approach, critical thinking, and analytical problem-solving skills with the ability to identify the root cause(s) of a problem.
Demonstrate reliability, flexibility, and attention to detail.
Preferred Skills
Meaningful experience with the following industries/technologies is a PLUS:
Financial markets, trading and clearing systems.
Experience with ServiceNow, particularly Incident, Ticket and Change modules.
Technology and/or application support.
Proficiency with Microsoft Office Suite.
Ability to debug/write Bash and PowerShell scripts.
Proficiency in Linux and Windows operating systems.
Network protocols and network traffic analysis.
Understanding and working knowledge of TCP/IP, UDP and Multicast technologies.
Experience with enterprise monitoring and support solutions; BigPanda, PagerDuty and Rundeck.
