Job Description

Job Purpose

Intercontinental Exchange, Inc. (ICE) is a leading operator of global exchanges, clearing houses, data, and listings services. We connect businesses around the world to unique opportunities in markets that drive the global economy. We are a diverse and inclusive company that values innovation, collaboration, and excellence. ICE team members work across departments and traditional boundaries to innovate and respond to industry demand. A successful candidate will be able to multitask in a dynamic team-based environment demonstrating strong problem-solving and decision-making abilities and the highest degree of professionalism.

 

We are seeking a highly motivated individual to join our team as part of the Enterprise Collaboration department. The candidate will provide comprehensive support and maintenance of video and telephone systems, ensuring seamless communication across various platforms using both on-prem and cloud solutions.

 

Responsibilities

Provide day-to-day tier 1/2/3 supportProvide after hours on-call supportPlan, test, and implement upgrades and fixes to all UC Systems platforms including on-prem and cloud solutionsWork with telephone providers to provision new voice circuitsWork with other internal teams and external vendors to diagnose and troubleshoot circuit, network, and application issuesAdminister and manage all on-prem and cloud systems (Cisco UC systems and voice gateways, Teams Phone and SBC, Amazon Connect, Zoom, WebEx, RedBox, RedSky, Akkadian, Variphy, Ascom DECT phone, ClearIP, NYSE NY and SFO trading network and turrets)Document and effectively publish how-to, installation, and troubleshooting guides  Handle system upgrade and patchingMaintain and stay update-to-date on technology and system documentationManage Team ticket queue and SLA requirementsStay up to date with the team supported technologiesContinuously evaluate technologies and process for enhancement and improvementManage internal training and cross trainingWork with the Project Manager to allocate team resources for project delivery

Knowledge and Experience

7+ years exposure in a medium to large sized organization supporting a Cisco UC and MS Teams environmentProficient knowledge of Cisco Communications Manager and Unity ConnectionProficient knowledge of Cisco Contact Center Express and Cisco Contact Center EnterpriseProficient knowledge in configuring Cisco voice gateway from the ground up including implementation and troubleshooting MGCP/SIP/CUBE deploymentsProficiency in Microsoft Teams voice and SBCProficient knowledge in Supporting Zoom conferencing solutionsKnowledge of trading turrets, Cloud9, BT and IPCGood knowledge of PowerShell and Python scriptingKnowledgeable on how to obtain logs and perform debugs when requiredGood knowledge of circuit provisioning including ISDN/E1/T1 and SIP circuitsProficient Knowledge and understanding of VoIP, RTP, SIP, MGCP and H.323, and call flowProficient knowledge in configuring CUCM CSS, partitions, call routing and dial plan implementationsGood knowledge of Cisco UCS - B/ C series including ESX 5.0 or newer - (server build, configuration, and administration)Good knowledge of monitoring and reporting the overall IPT infrastructure; experience with SNMP monitoring/analytics and CDR record management is a plusExcellent time management skills with the ability to prioritize and handle multiple tasks and projects with little supervision