Systems Operations Analyst II

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, in an effort 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
Bachelor's degree (IT-based) or experience within IT systems support and/or operational support of applications databases within a Linux/Unix OS environment.
Proficiency in Bash and working knowledge of a broad range of Linux core utilities and scripting
Working knowledge of networking: specifically TCP and UDP
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 as a whole
Ability to be organized and decisive while under pressure
Excellent time management skills
Able to manage priorities and multi-task
Self-confident and assertive
Schedule
This role offers work from home flexibility of up to 2 days per week. Successful candidate will be rostered on for approximately 1 weekend per calendar month.