Network Operations Analyst - 24x7 Incident & Change Lead

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

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.