Analyst II, Systems Operations

OverviewJob Purpose The System Operations Analyst is responsible for documentation, managing, promptly analyzing and escalating or solving problems inside the company’s hosted-services production environment.The role is a blend of general technical and business knowledge as well as a solid understanding of the architecture of Clearing Systems and networks.Responsibilities Monitor and manage incident response (1st level fix, notification, and escalation) within the production environmentManage, diagnose and fix (based on runbook and knowledge) Incidents which are raised through Monitoring Tools, or via the Production Conference BridgeFollow established runbooks to resolve incidents and contribute to peer review of new documentation as the team’s knowledge base evolvesAssist in root cause investigation and resolution of production incidentsMeticulously follow the handover process documented to bring the next shift up to speed and highlight priority items or issuesKnowledge and Experience 1-2+ years of experience in an IT systems support, operations, or administrative role within a Windows environment; a university degree or equivalent experience is acceptedWorking knowledge of networking fundamentals (TCP/UDP), basic PowerShell scripting, and the ability to read and query SQL databasesWillingness to work shift rotations that include weekends and public holidays, as the company requiresExperience supporting Windows Server environments, including comfort operating at an administrative permission levelFamiliarity with enterprise monitoring and alerting platforms (e.g., BigPanda, Spectrum View, or similar tools)Basic understanding of database performance monitoring and the ability to identify and flag abnormalitiesExcellent verbal and written communication skillsLogical approach, critical thinking and analytical problem-solving skills with an ability to identify the root cause(s) of a problemEffective team player – able to interface / liaise effectively with a variety of IT and non-IT contributors and personalities across the organizationAbility to be organized and decisive while under pressure, when managing urgent and critical production issuesExcellent time management skills - A structured and organized approach to work, knows how to manage priorities and able to multi-taskSchedule This is a full-time position that requires occasional shift work (day and night)#LI-JM1 Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.