Overview Job Purpose The Systems Operations Analyst is part of a support organization that is responsible for the daily operations of multiple industry leading trading exchanges. This is a customer-facing position, providing immediate assistance to ICE/NYSE exchanges, back office, support personnel and IT staff, in an effort to achieve the highest customer satisfaction and minimize the impact of IT related problems. This is a critical support role within the overall architecture of ICE/NYSE exchanges, divisions, and infrastructure. This is a 24x7 environment and the position requires shift rotation and/or weekend work. Responsibilities Develops, coordinates and promotes change, incident and problem management activities across the entire enterprise and takes responsibility for the effective functioning of these processes across all the organization. Provides 24x7 support for all change, incident and problem management as it relates to production and disaster recovery environments. Reviews, evaluates and approves changes for production implementation. Maintains trend data and metrics related to changes, incidents and problems for clients and executive reporting. Consults with other teams on proper integration and correlation of the change, incident and problem management processes. Facilitates daily, weekly and monthly tactical meetings as well as creates change and incident reports as determined by business and technology needs. Considerable knowledge of change, incident and problem management principles, procedures and technique Strong knowledge of issue resolution and escalation practices. Broad knowledge of IT infrastructure. Ability to provide acute attention to detail. Ability to communicate effectively to all levels within the organization. Conflict resolution and facilitation skills. Independent and collaborative decision-making ability within specified parameters. Skilled at identifying and implementing process improvements. Solid business acumen and an awareness of business implications of decisions. Demonstrated skill in timely, proactive, responsive follow-through on deliverables. Ability to organize tasks and priorities effectively and under minimal supervision. Proven ability to function in an environment that requires flexibility, good judgment and sound decision-making often based on limited information and/or under extreme conditions. Knowledge and Experience Bachelor’s degree (IT-based) or experience within IT systems support and/or operational support of applications databases within a Linux/Unix OS environment. Strong written and verbal communication skills High level of general IT skills with email and MS Office Applications Able to think logically and critically Analytical problem-solving skills with an ability to identify root cause(s) Able to work as a team player across the organization Able to build and maintain effective relationships with individuals and the team as a whole Ability to be organized and decisive while under pressure Excellent time management skills Able to manage priorities and multi-task Self-confident and assertive Schedule This role offers work from home flexibility of up to 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. #LI-DR1 #LI-Hybrid