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Operations Support Analyst
The Operations Support Analyst will provide immediate assistance (by phone) to traders, back office, support personnel and IT staff in an effort to achieve the highest customer satisfaction and minimize the impact of IT related problems. The Operations Support Analyst must be a motivated team player that can see projects to completion, work independently, and be willing to assist other staff in areas not specific to their duties.
The Operation Support Analyst is not a typical NOC/helpdesk role, it is part of a highly specialized support organization that is responsible for the daily operations of multiple industry leading trading exchanges and clearing systems. This is a customer-facing position that requires identifying, troubleshooting, and resolving both internal system problems, as well as external customer-related IT issues. The role requires a blend of general technical and business knowledge, as well as a comprehensive understanding of the overall architecture of the ICE/NYSE exchanges, divisions, clearing, and infrastructure.
This position is not a Systems Administrator or Network Engineering position; however, prior experience in these areas is desirable.
Troubleshooting day-to-day customer issues and provide direct support to clients by phone, email, and CRM tools
Work with the client to communicate important information about system maintenance, changes, events, and to address client concerns regarding any aspect of the services
Interaction with third-party vendors is required
Maintenance operations and administration of proprietary systems is an integral part of the position's responsibilities
Coordination and collaboration with various business units is required
Assisting other ICE/NYSE staff with problem solving and escalation procedures
Ability to quickly assess an issue and provide management with well-conceived short- and long-term actions for restoration of service(s) required
Understand the various trading and clearing platforms and apply technical knowledge to improve system performance and reliability
Must be able to prepare documentation for troubleshooting and escalation procedures
Follows organizational practices in regard to Incident, Problem, and Change Management along with the creation of database records for these disciplines
Control computer system(s) on schedule by means of computer system console, operator checklists, and third-party software
This is a 24x7 environment and the position may require weekend scheduling and or working on other shifts
This position is not a Systems Administrator or Network Engineering position; however, prior experience in these areas is desirable
Good verbal and written communication skills
Systems/Application support experience or Associates/Bachelor's degree
Demonstrate reliability, flexibility, and attention to detail
Team member must be willing to rotate through the following shifts as the need arises
Primary 9-hour shifts range between 7am - 7pm
Periodic rotation through 2nd and 3rd shifts
Must have availability outside of normal hours and on weekends as required for on-call coverage and extended systems maintenance and upgrades
Base pay of $55 - $65k plus perks. This is a salary position that pays overtime. There is a 20% bonus plan. Free onsite gym open 7 days a week. Extremely reduced cost cafeteria, lunch is about $4. Free drink and snack stations.