Analyst II, Systems Operations

Intercontinental Exchange Holdings, Inc.; Atlanta (GA); On-site; USD 60,000 - 80,000; Full time

Job summary

Intercontinental Exchange Holdings, Inc. is seeking a System Operations Analyst to manage and analyze incidents in the production environment. The ideal candidate will have experience in IT systems support and a solid understanding of networking fundamentals.

Responsibilities include monitoring incident response, diagnosing and resolving technical issues, and collaborating with various teams. The position requires effective communication skills and the ability to work shifts, including weekends and public holidays.

Qualifications

• 1-2+ years of experience in IT systems support or operations.
• Experience supporting Windows Server environments.
• Familiarity with database performance monitoring.

Responsibilities

• Monitor and manage incident response in the production environment.
• Diagnose and fix incidents raised through Monitoring Tools.
• Follow runbooks to resolve incidents and assist in root cause investigation.

Skills

IT systems support

Networking fundamentals (TCP/UDP)

PowerShell scripting

SQL database querying

Windows Server administration

Monitoring tools

Analytical problem-solving

Team collaboration

Education

University degree or equivalent experience

Tools

BigPanda

Spectrum View

Job description

Overview

Job 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 environment
• Manage, diagnose and fix (based on runbook and knowledge) Incidents which are raised through Monitoring Tools, or via the Production Conference Bridge
• Follow established runbooks to resolve incidents and contribute to peer review of new documentation as the team’s knowledge base evolves
• Assist in root cause investigation and resolution of production incidents
• Meticulously follow the handover process documented to bring the next shift up to speed and highlight priority items or issues

Knowledge 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 accepted
• Working knowledge of networking fundamentals (TCP/UDP), basic PowerShell scripting, and the ability to read and query SQL databases
• Willingness to work shift rotations that include weekends and public holidays, as the company requires
• Experience supporting Windows Server environments, including comfort operating at an administrative permission level
• Familiarity 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 abnormalities
• Excellent verbal and written communication skills
• Logical approach, critical thinking and analytical problem-solving skills with an ability to identify the root cause(s) of a problem
• Effective team player - able to interface / liaise effectively with a variety of IT and non-IT contributors and personalities across the organization
• Ability to be organized and decisive while under pressure, when managing urgent and critical production issues
• Excellent time management skills - A structured and organized approach to work, knows how to manage priorities and able to multi-task

Schedule

• This is a full-time position that requires occasional shift work (day and night)

Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.