Analyst I, Systems Operations

Intercontinental Exchange Holdings, Inc.; Hyderabad; On-site; INR 650,000 - 1,200,000; Full time

Job summary

Intercontinental Exchange Holdings, Inc. is seeking a Systems Operations Analyst to support multiple applications in a 24x7 mortgage processing environment. The role involves monitoring, incident resolution, and coordination with teams across the organization.

The ideal candidate will have a background in computer systems and experience with monitoring tools such as Big Panda, Spectrum, and ServiceNow. Strong communication and problem-solving skills are essential in this fast-paced setting.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems or related discipline preferred.
• Knowledge of monitoring tools is preferred (Big Panda, Spectrum, ServiceNow, Ansible Tower).

Responsibilities

• Monitors the applications, systems, and hardware in the processing environment for abnormal processing conditions.
• Uses monitoring tools (Big Panda, Spectrum, ServiceNow) to resolve production issues.
• Follows escalation procedures to resolve alerts and incidents within service levels.
• Participates in disaster recovery testing and business continuity plans.
• Performs other related duties as assigned.

Skills

Customer service

Communication

Problem solving

Teamwork

Time management

Multi-tasking

General IT skills

Logical thinking

Analytical thinking

Relationship building

Self-confidence

Proactive knowledge sharing

Education

Bachelor’s degree in Computer Science / Information Systems or related discipline

Tools

Big Panda

Spectrum

ServiceNow

Ansible Tower

Job description

Job Description

Job Purpose

The Systems Operations Analyst is part of a support organization that is responsible for the daily operations of multiple Applications in Mortgage industry.This is a critical support role within the Systems Operations division.

This is a 24x7 environment and the position requires shift rotation and/or weekend work.

Responsibilities

• Monitors the applications, systems, and hardware in the processing environment for abnormal processing conditions.
• Makes effective use of tools and resources, such as Big Panda, Spectrum, Service Now, etc. to solve open systems production or system problems.
• Utilizes manuals, write-ups, and other tools as an aid in solving the problem. Contacts others who are experienced in the area for ideas about the problem.
• Contributes to the body of knowledge by adding solutions and other information that would be useful to others.
• Follows escalation procedures, when appropriate, to resolve alerts and incidents in a timely manner and meet service levels and other standards for the job.
• May identify new tools, technology, or processes that improve the overall processing environment or processing efficiency.
• Participates in the operations support disaster recovery/business continuity plans for the assigned processing environments.
• Coordinates and conducts disaster recovery testing as required, documents test results, and documents modifications required for future testing.
• Completes project assignments and special projects commensurate with job expectations.
• Performs other related duties as assigned.

Knowledge and Experience

• A Bachelor’s Degree in Computer Science, Information Systems or other related discipline is preferred
• Knowledge of company monitoring tools is preferred
  • Big Panda
  • Spectrum
  • ServiceNow
  • Ansible Tower
• Excellent customer service skills that build high levels of customer satisfaction for internal and external customers
• Excellent verbal and written communication skills to technical and non-technical audiences of various levels of the organization or that of clients (e.g., executive, management. individual contributors)
• Willingly shares relevant technical and/or industry knowledge and expertise to other resources
• Excellent problem-solving, team, and time management skills
• Is resourceful and proactive in gathering information and sharing ideas
• 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