Analyst, IT Operations

Intercontinental Exchange Holdings, Inc.; Hyderabad; On-site; INR 800,000 - 1,100,000; Full time

Job summary

Intercontinental Exchange Holdings, Inc. in Hyderabad is seeking an experienced IT Operations professional to provide 24x7 support for enterprise applications and office systems. You will handle incident and problem management, operational readiness for new services, and change management coordination with Engineering.

The role requires strong communication, AD administration experience, and the ability to troubleshoot IT and application issues while coordinating with multiple teams globally.

Qualifications

• Bachelor’s degree in Computer Engineering or related field.
• 3+ years of experience or equivalent education.
• Strong written and verbal communication.
• Familiarity with Office 365 Suite.
• Active Directory Administration Experience.
• Ability to troubleshoot IT/Application issues.
• Ability to multitask and work independently.
• Perform monitoring for new events to open incidents.
• Prepare documentation of runbooks.
• Coordinate with other teams on changes to production systems.
• Interact with Engineering, Development, and Business.
• Develop and propose solutions for the knowledge base.
• Understanding of process monitoring using monitoring solutions.
• Understand priority for high Severity incidents.

Responsibilities

• Incident Management: proactive checkouts and monitoring to prevent outages.
• Problem Management: develop root cause flow charts and troubleshooting procedures.
• Operational Readiness for New Services: pre-production checklists and updated management for components and dependencies.
• Change Management: CAB coordination and quality reviews with Engineering.
• Service Requests/Network Maintenance: analyze requests and support pro-active maintenance activities.

Skills

Strong communication

Multitasking

Troubleshooting

Documentation

Stakeholder coordination

Education

Bachelor’s degree in Computer Engineering or related field

3+ years experience

Tools

Office 365

Active Directory

Monitoring tools

Job description

Job Description

Job Purpose

Enterprise Operations provides 24x7 support for the organization’s Enterprise Applications and Offices by performing proactive routines that ensure service impacts are avoided. Staff members also interact with peers in Operations, Engineering, and the business to facilitate effective handling of service outages.

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 Enterprise Operations has updated management for all related application components and its 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 Enterprise Operations and support for those implemented by other teams
• 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.
• Strong written and verbal communication
• Familiarity with 365 Office Suite
• Active Directory Administration Experience
• Ability to troubleshoot IT/Application related issues
• Ability to multitask and work independently on projects
• Perform monitoring for new events to open incidents
• Prepare documentation of runbooks
• Coordinate with other teams on changes to production systems
• Interact with Engineering, Development, and Business
• Develop and propose solutions for the knowledge base
• Understanding of process monitoring using monitoring solutions
• Understand priority for high Severity incidents