Analyst, Network Operations

Intercontinental Exchange; Melbourne; On-site; AUD 90,000 - 140,000; Full time

Job summary

Intercontinental Exchange's Network Operations team provides 24x7 support for the organization’s global production network, performing proactive routines to prevent outages and quick handling of connectivity issues. The role collaborates with Operations and Engineering to manage service requests and ensure reliable performance.

The responsibilities include incident and problem management, change coordination with CAB and Engineering, and continuous process improvements to keep the network

Qualifications

• Bachelor’s degree in Computer Engineering or related field; 3+ years experience or equivalent credentials.
• Knowledge of routing protocols (OSPF, BGP, etc.).
• Knowledge of TCP/IP, Layer 2 and 3 switching.
• Superior customer service skills including verbal and written.
• Ability to work in a team-oriented environment.
• Weekend and off hours support is required.
• JNCIA, CCNA, or equivalent knowledge is preferred.
• Financial industry experience is preferred.

Responsibilities

• Incident Management: Proactive monitoring to avoid outages and fault isolation to restore service.
• Problem Management: Develop root cause analyses and troubleshooting procedures.
• Operational Readiness for New Services: Complete checklists for pre-production deployment and update related management.
• Change Management Planning: Coordinate changes with CAB and Engineering; support for changes implemented by Network Engineering.
• Service Requests & Maintenance: Execute analysis or support requests and coordinate proactive maintenance.
• Process Improvement: Own tasks that deliver improvements to a technology, process, tool, or service.

Skills

Network monitoring

TCP/IP knowledge

Routing protocols (OSPF/BGP)

Customer service

Teamwork

Weekend/off-hours support

JNCIA/CCNA knowledge

Education

Bachelor’s Degree in Computer Engineering

Tools

Management tools

Job description

Job Description

Network Operations provides 24x7 support for the organization’s global production network infrastructure by performing proactive routines that ensure service impacts are avoided. Staff members also interact with customers and peers in Operations and Engineering to facilitate effective handling of service requests and connectivity issues.

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 it’s 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 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.

Knowledge and Experience

• Bachelor’s Degree in Computer Engineering or related field. 3+ years or 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
• JNCIA, CCNA, or equivalent knowledge is preferred.
• Financial industry experience is preferred.

Skills

• 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
• Solid understanding of multicast and troubleshooting techniques
• Working knowledge of how to use management tools