Overview

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 ManagementProactive checkouts and monitoring to avoid service outages or limit their impact. Troubleshooting and fault isolation to restore service when necessary.Problem ManagementSolutions 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 ServicesCompleting 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 ImplementationCoordination 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 teamsService Requests, Network Maintenance, and Operational SupportExecuting 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 ImprovementSpecific 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 incidentsPrepare documentation of runbooksCoordinate with other teams on changes to production systemsInteract with Engineering, Development, and BusinessDevelop and propose solutions for the knowledge baseUnderstanding of process monitoring using monitoring solutionsUnderstand priority for high Severity incidents

Knowledge and Experience

Bachelor’s Degree in Computer Engineering or related field.  3+ years or experience in lieu of educational credentials.Strong written and verbal communicationFamiliarity with 365 Office SuiteActive Directory Administration ExperienceAbility to troubleshoot IT/Application related issuesAbility to multitask and work independently on projects

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