Analyst II, Systems Operations

Job Purpose

The Systems Operations Analyst is part of a support organization that is responsible for the daily operations of multiple industry leading trading exchanges. This is a customer-facing position, providing immediate assistance to ICE/NYSE exchanges, back office, support personnel and IT staff, to achieve the highest customer satisfaction and minimize the impact of IT related problems. This is a critical support role within the overall architecture of ICE/NYSE exchanges, divisions, and infrastructure.

This is a 24x7 environment and the position requires shift rotation and/or weekend work.

Responsibilities

• Monitoring and Incident Management
• • Monitor systems and applications within the production environment
  • Diagnose and fix incidents raised through monitoring tools, conference bridges and chats
  • Work with and escalate to internal and external teams to implement incident fixes, work-around and data recovery
  • Open and update production incident tickets according to company standards
• Problem Management
• • Investigate and update incident tickets with root cause and incident description, ensuring appropriate corrective action follow-up tickets are assigned
  • Manage incident tickets to closure, ensuring incident details are complete and accurate, and all corrective actions have been completed
• System and Application Production Readiness
• • Work with internal and external teams to expand and maintain operational runbooks and other documentation
  • Check application and infrastructure availability and tasks at scheduled times
  • Configure monitoring tools and alarms
• Deployment Management
• • Production deployments
  • Approve and execute production deployment tasks
• Participate in disaster recovery, business continuity and workplace recovery events.
• Participate in continuous improvement programs, such as trend analysis of recurring issues.
• Provide and report on performance metrics of the environment.
• Follow the handover process documented to bring the next shift up to speed and highlight priority items or issues.

Knowledge and Experience

• Experience with PagerDuty
• Experience with ServiceNow & Jira
• Experience with Jenkins & Git
• Experience in scripting
• Cloud (AWS) & VMware knowledge is a must
• Bachelor’s degree (IT-based) or experience within IT systems support and/or operational support of applications databases within Windows & Linux/Unix OS environment.
• Strong communication skills
• High level of general IT skills with email and MS Office Applications
• Able to think logically and critically.
• Analytical problem-solving skills with an ability to identify root cause(s)
• Able to work as a team player across the organization.
• Able to build and maintain effective relationships with individuals and the team.
• Ability to be organized and decisive while under pressure.
• Excellent time management skills
• Able to manage priorities and multi-task.
• Self-confident and assertive