Analyst, Network Operations

Intercontinental Exchange Holdings, Inc.•Atlanta, GA

4d•$67,000 - $76,000

About The Position

The Network Operations team provides 24x7 support for the organization’s global production network infrastructure through proactive routines intended to avoid service impacts. The Analyst interacts with customers and peers in Operations and Engineering to facilitate effective handling of service requests and connectivity issues. The role supports incident and problem management, operational readiness for new services, change planning and configuration implementation, service requests, network maintenance, and operational support. It also contributes to process improvements and knowledge-base solutions.

Requirements

Bachelor’s degree in Computer Engineering or a related field, or 3+ years of experience in lieu of educational credentials.
Knowledge of routing protocols and concepts, including OSPF and BGP.
Knowledge of TCP/IP and Layer 2 and 3 switching.
Superior customer-service skills, including verbal and written communication skills.
Ability to work in a team-oriented environment.
Weekend and off-hours support is required.
Solid understanding of multicast and troubleshooting techniques.
Working knowledge of how to use management tools.

Nice To Haves

JNCIA, CCNA, or equivalent knowledge.
Financial industry experience.

Responsibilities

Proactively check and monitor network services to avoid outages or limit their impact; troubleshoot and isolate faults to restore service.
Develop incident-management solutions based on case-study evaluations, including root-cause flow charts and troubleshooting procedures.
Complete operational-readiness checklists for pre-production network service deployments, ensuring management updates, proactive health routines, understanding of service dependencies, and readiness to perform recovery procedures.
Coordinate changes at the CAB and conduct periodic quality reviews with Engineering; implement tasks assigned to Network Operations and support tasks implemented by Network Engineering.
Execute requests for analysis or support and represent Network Operations in strategic initiatives such as vendor service-level reviews, Asset Management, and Capacity Management.
Coordinate and support proactive maintenance activities needed to keep infrastructure healthy.
Own management-assigned tasks that improve operational support for a technology, process, tool, or service.
Monitor for new events and open incidents.
Perform routine network analysis at all levels.
Coordinate hot-hands support and other activities with vendors.
Interact with advanced-level engineering support.
Develop and propose knowledge-base solutions.