Analyst, Enterprise Operations

Intercontinental Exchange, Inc.(ICE)•Jacksonville, FL

47d

About The Position

Enterprise Operations provides 24x7 support for the organization's Enterprise Applications and Offices by performing proactive routines that ensure service impacts are avoided. Staff members also interact with peers in Operations, Engineering, and the business to facilitate effective handling of service outages.

Requirements

Bachelor's Degree in Computer Engineering or related field. 3+ years or experience in lieu of educational credentials.
Strong written and verbal communication
Familiarity with 365 Office Suite
Active Directory Administration Experience
Ability to troubleshoot IT/Application related issues
Ability to multitask and work independently on projects

Responsibilities

Incident Management
Proactive checkouts and monitoring to avoid service outages or limit their impact. Troubleshooting and fault isolation to restore service when necessary.
Problem Management
Solutions for Incident Management from Case Study evaluations. This includes development of the related root cause flow charts and troubleshooting procedures that streamline the time required to isolate faults and restore service.
Operational Readiness for New Services
Completing checklists that support pre-production deployment of network services. This includes assurance that Enterprise Operations has updated management for all related application components and its dependencies, and the staff is capable of performing established recovery procedures.
Change Management Planning and Configuration Implementation
Coordination of changes at the CAB and periodic quality reviews with Engineering. Implementation of tasks assigned to Enterprise Operations and support for those implemented by other teams
Service Requests, Network Maintenance, and Operational Support
Executing requests for analysis or support. Representing Network Operations' strategic initiatives such as vendor service level reviews, Asset Management, and Capacity Management. Coordination and support for pro-active maintenance activities required to keep the infrastructure in good health.
Process Improvement
Specific tasks assigned by management to own that deliver operational support improvements to a technology, process, tool, or service.
Perform monitoring for new events to open incidents
Prepare documentation of runbooks
Coordinate with other teams on changes to production systems
Interact with Engineering, Development, and Business
Develop and propose solutions for the knowledge base
Understanding of process monitoring using monitoring solutions
Understand priority for high Severity incidents