Analyst, Network Operations

Intercontinental Exchange Holdings, Inc.•Atlanta, GA

1d•$67,000 - $76,000•Onsite

About The Position

The Network Operations team provides 24x7 support for the organization’s global production network infrastructure by performing proactive routines that ensure service impacts are avoided. This role interacts with customers and peers in Operations and Engineering to facilitate effective handling of service requests and connectivity issues. SHIFT HOURS: Approx. 3pm-12am

Requirements

Bachelor’s Degree in Computer Engineering or related field. 3+ years of experience in lieu or educational credentials
Knowledge of routing protocols and concepts (OSPF, BGP, etc)
Knowledge of TCP/IP, Layer 2 and 3 switching
Position requires superior customer service skills including verbal and written skills
Ability to work in a team oriented environment is essential
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 is preferred
Financial industry experience is preferred

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 Network Operations has updated management for all related network components, is performing pro-active routines to ensure optimal network health, understands the service and its dependencies, and the staff can perform 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 Network Operations and support for those implemented by Network Engineering.
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
Perform all levels of routine network analysis
Coordinate hot hands and other activities with vendors
Interact with advanced level engineering support
Develop and propose solutions for the knowledge base