Analyst, Network Operations

ICE; Chicago (IL); On-site; USD 67,000 - 76,000; Full time

Job summary

Intercontinental Exchange, Inc. (ICE) is seeking a Network Operations professional to provide 24x7 support for the organization’s global production network infrastructure.

You will handle incident and problem management, operational readiness for new services, change management, and proactive maintenance activities to ensure optimal network health. The role requires knowledge of routing protocols, TCP/IP, and customer service excellence.

Qualifications

• Bachelor’s Degree in Computer Engineering or related field. 3+ years of experience or equivalent credentials.
• Knowledge of routing protocols and concepts (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.
• Solid understanding of multicast and troubleshooting techniques
• Working knowledge of how to use management tools

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: Develop solutions for Incidents; create root cause flow charts and troubleshooting procedures.
• Operational Readiness for New Services: Complete checklists for pre-production deployment; ensure updated management and recovery procedures.
• Change Management Planning and Configuration Implementation: Coordinate changes at CAB; support tasks by Network Operations and Engineering.
• Service Requests, Network Maintenance, and Operational Support: Execute analysis requests; support proactive maintenance activities to keep infrastructure healthy.
• Process Improvement: Own tasks to deliver improvements to a technology, process, tool, or service.
• 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.

Skills

Routing protocols knowledge

TCP/IP knowledge

Customer service skills

Team collaboration

Knowledge of management tools

Education

Bachelor’s Degree in Computer Engineering or related field

JNCIA/CCNA certification or equivalent knowledge

Tools

Management tools

Job description

Job Purpose

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.
• 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

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

Shift Hours

Standard US hours (approx. 8am-5pm)

Illinois Base Salary Range

The expected base salary for this role, if located in Illinois, is between $67,000 - 76,000 USD. The base salary range does not include Intercontinental Exchange’s incentive compensation. While we provide this range as general guidance, at ICE we compensate employees based on the skillset and experience of the individual. Regular full-time ICE employees are eligible for a suite of competitive employee benefits, including healthcare coverage (medical, dental and vision), a 401(k) plan, life insurance, time off, and paid leave for qualifying circumstances.

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