Analyst 2 - Systems Operations

Job Description

Working for Intercontinental Exchange (ICE) as part of the Systems Operations team, you will support the technology behind global exchanges and clearing houses in a role with a high level of visibility and impact.

The System Operations Analyst II is responsible for monitoring, analyzing, documenting, and resolving or escalating issues within the company’s hosted-services production environment. The Analyst II serves as a first point of response for production incidents, working from established runbooks to restore service quickly. The role requires a blend of general technical and business knowledge, as well as a solid understanding of clearing system architecture and networks.

Responsibilities

• Monitor the production environment and resolve incidents raised through monitoring tools or the Production Conference Bridge, following established runbooks.
• Take ownership of assigned incidents from start to finish, including triage, communication, escalation to the appropriate team, and follow-up for root cause analysis.
• Assess issues quickly and keep management and internal partners informed with clear restoration plans, incident status updates on a set cadence, and notice of system maintenance and changes.
• Coordinate with engineering and application support teams, providing the information they need to resolve issues.
• Monitor system resources and database performance, flagging abnormalities, and manage the SLA dashboard for the ticket queue and past-due items.
• Follow organizational practices for Incident, Problem, and Change Management, including creating and updating records for each discipline, and use incident hygiene reports to adjust categorizations or investigate root cause.
• Create and maintain documentation for troubleshooting and escalation procedures, and contribute to peer review of new runbooks as the team’s knowledge base evolves.
• Participate in daily team syncs to debrief incidents, review alarms, and identify runbook gaps.
• Review in-progress incidents and active alarms at the start of each shift, and follow the documented handover process at the end of each shift to bring the next shift up to speed.

Knowledge and Experience

• 3+ years of experience working with production systems along with a relevant college degree or certifications.
• Working knowledge of Windows and Windows Server in a production environment, with basic PowerShell scripting skills for troubleshooting.
• Working knowledge of networking fundamentals, including TCP/IP and UDP.
• Ability to read and query SQL databases, with a basic understanding of database performance monitoring.
• Experience with enterprise monitoring and alerting systems such as Spectrum View, BigPanda, etc.
• Exposure to financial markets, trading, or clearing systems is a plus.
• Ability to work an incident from start to finish independently, with continued growth in self-sufficiency.
• Excellent verbal and written communication skills, with the ability to work effectively with technical and non-technical partners.
• Logical, analytical approach to problem solving and root cause identification, with the ability to stay organized, decisive, and well prioritized under pressure during urgent production issues.

Schedule

• This role is fully onsite, five days per week, and requires flexibility to work across multiple shifts.

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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.