Overview
Job Purpose
The System Operations Analyst is responsible for documentation, managing, promptly analyzing and escalating or solving problems inside the company's hosted-services production environment.
The role is a blend of general technical and business knowledge as well as a solid understanding of the architecture of Clearing Systems and networks.
Responsibilities
- Monitor and manage incident response (1st level fix, notification, and escalation) within the production environment
- Manage, diagnose and fix (based on runbook and knowledge) Incidents which are raised through Monitoring Tools, or via the Production Conference Bridge
- Follow established runbooks to resolve incidents and contribute to peer review of new documentation as the team's knowledge base evolves
- Assist in root cause investigation and resolution of production incidents
- Meticulously follow the handover process documented to bring the next shift up to speed and highlight priority items or issues
Knowledge and Experience
- 1-2+ years of experience in an IT systems support, operations, or administrative role within a Windows environment; a university degree or equivalent experience is accepted
- Working knowledge of networking fundamentals (TCP/UDP), basic PowerShell scripting, and the ability to read and query SQL databases
- Willingness to work shift rotations that include weekends and public holidays, as the company requires
- Experience supporting Windows Server environments, including comfort operating at an administrative permission level
- Familiarity with enterprise monitoring and alerting platforms (e.g., BigPanda, Spectrum View, or similar tools)
- Basic understanding of database performance monitoring and the ability to identify and flag abnormalities
- Excellent verbal and written communication skills
- Logical approach, critical thinking and analytical problem-solving skills with an ability to identify the root cause(s) of a problem
- Effective team player - able to interface / liaise effectively with a variety of IT and non-IT contributors and personalities across the organization
- Ability to be organized and decisive while under pressure, when managing urgent and critical production issues
- Excellent time management skills - A structured and organized approach to work, knows how to manage priorities and able to multi-task
Schedule
- This is a full-time position that requires occasional shift work (day and night)
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Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.