Georgia Employer OPERATIONS SUPPORT ANALYST in Atlanta, Georgia

JOB DESCRIPTIONDescriptionThe 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. 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. This position is not a Systems Administrator or Network Engineering position; however, prior experience in these areas is desirable.ResponsibilitiesTroubleshooting day-to-day customer issues and provide direct support to clients by phone, email, and CRM toolsWork with the client to communicate important information about system maintenance, changes, events, and to address client concerns regarding any aspect of the servicesInteraction with third-party vendors is requiredMaintenance operations and administration of proprietary systems is an integral part of the position's responsibilitiesCoordination and collaboration with various business units is requiredAssisting other ICE/NYSE staff with problem solving and escalation proceduresAbility to quickly assess an issue and provide management with well-conceived short- and long-term actions for restoration of service(s) requiredUnderstand the various trading and clearing platforms and apply technical knowledge to improve system performance and reliabilityMust be able to prepare documentation for troubleshooting and escalation proceduresFollows organizational practices in regard to Incident, Problem, and Change Management along with the creation of database records for these disciplinesControl 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 desirableRequirementsGood verbal and written communication skillsSystems/Application support experience OR Associates/Bachelor's degreeDemonstrate reliability, flexibility, and attention to detail.Team member must be willing to rotate through the following shifts as the need arisesPrimary 9 hour shifts range between 7am-7pmPeriodic rotation through 2nd and 3rd shiftsMust have availability outside of normal hours and on weekends as required for on-call coverage and extended systems maintenance and upgrades.Bonus SkillsMeaningful experien... For full info follow application link.Intercontinental Exchange is an Equal Opportunity Employer and is committed to diversity in its hiring and business practices. All qualified candidates are encouraged to apply.