Analyst II, Systems Operations

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.

• 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

• 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 Power Shell 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., Big Panda, 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

• This is a full-time position that requires occasional shift work (day and night)

Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.