Senior Analyst, Systems Operations

OverviewJob PurposeThe 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 a Senior Analyst, Operations Support to serve as a subject-matter expert and escalation point within our Systems Operations team, supporting the technology behind the New York Stock Exchange and affiliated markets. The ideal candidate combines deep platform knowledge with strong mentorship and project leadership capabilities, operates with a high degree of independence, and consistently drives quality outcomes in our high-availability, 24x5/24x7 production environment supporting live trading and market data. This individual bridges the gap between frontline support and technical leadership, influencing process improvements and team development across a global team. This environment requires shift rotation and/or weekend work.ResponsibilitiesServe as a senior escalation point for complex, high-impact client and platform issues, providing expert-level troubleshooting across NYSE trading platforms and market data servicesTake ownership of high-severity production incidents end-to-end, driving rapid restoration, clear stakeholder communication, and comprehensive post-incident reviewLead root-cause analysis efforts using ServiceNow incident and problem records, and drive corrective action items through to closureEstablish and reinforce best practices for Incident, Problem, and Change Management within ServiceNowLead large operational projects independently, providing structured, concise status updates to management and stakeholdersIdentify systemic gaps in operational procedures and drive improvements that increase platform reliability, using monitoring data from BigPanda and related tooling to inform prioritiesCoordinate with third-party vendors and internal business units on complex, multi-team resolution efforts spanning trading, connectivity, and market data platformsActively train and mentor team members, serving as the go-to platform expert for junior and mid-level analystsPrepare and maintain high-quality documentation, including escalation procedures and troubleshooting runbooks for core trading and market data platformsContribute to team hiring and onboarding as a subject-matter expert and technical interviewerKnowledge and Experience3-5+ years of experience in production support, IT operations, or systems operations, preferably in financial services or exchange/trading environmentsSubject-matter expert on several platforms or technologies used by the team (e.g., trading systems, ServiceNow, BigPanda, or equivalent monitoring/ITSM tooling)Demonstrated ability to lead projects independently, with direct accountability to management for outcomes and timelinesTrack record of owning critical deliverables with minimal oversight in a fast-moving, high-availability environmentExperience actively training and mentoring team members, with the credibility to be a go-to technical resourceStrong working knowledge of Incident, Problem, and Change Management practices in a production environmentPreferred Knowledge and ExperienceBachelor's degree in Information Technology, Computer Science, or equivalent professional experienceITIL Foundation certification or equivalentHands-on experience with BigPanda, Splunk, ServiceNow, or similar monitoring and ITSM platformsExposure to automation tooling (e.g., scripting, workflow automation) to reduce manual operational toilExperience working in cloud or virtualized infrastructure environmentsKnowledge of or experience with the FIX protocol is a plus#LI-JM1 Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.