Systems Operations Analyst I

5 days ago

Southbank, Australia ICE Data Services Full time

**Job Purpose**

The Systems Operations Analyst is part of a support organization that is responsible for the daily operations of multiple industry leading trading exchanges. This is a customer-facing position, providing immediate assistance to ICE/NYSE exchanges, back office, support personnel and IT staff, in an effort to achieve the highest customer satisfaction and minimize the impact of IT related problems. This is a critical support role within the overall architecture of ICE/NYSE exchanges, divisions, and infrastructure.

This is a 24x7 environment and the position requires shift rotation and/or weekend work.

**Responsibilities**
- Monitoring and Incident Management
- Diagnose and fix incidents raised through monitoring tools, conference bridges and chats
- Work with and escalate to internal and external teams to implement incident fixes, work-around and data recovery
- Open and update production incident tickets according to company standards
- Problem Management
- Investigate and update incident tickets with root cause and incident description, ensuring appropriate corrective action follow-up tickets are assigned
- Manage incident tickets to closure, ensuring incident details are complete and accurate, and all corrective actions have been completed
- System and Application Production Readiness
- Work with internal and external teams to expand and maintain operational runbooks and other documentation
- Configure monitoring tools and alarms
- Deployment Management
- Production deployments
- Approve and execute production deployment tasks
- Participate in disaster recovery, business continuity and workplace recovery events
- Participate in continuous improvement programs, such as trend analysis of recurring issues
- Provide and report on performance metrics of the environment
- Follow the handover process documented to bring the next shift up to speed and highlight priority items or issues

**Knowledge and Experience**
- Proficiency in Bash and working knowledge of a broad range of Linux core utilities and scripting
- Working knowledge of networking: specifically TCP and UDP
- Strong communication skills
- Able to think logically and critically
- Analytical problem-solving skills with an ability to identify root cause(s)
- Able to work as a team player across the organization
- Able to build and maintain effective relationships with individuals and the team as a whole
- Ability to be organized and decisive while under pressure
- Excellent time management skills
- Able to manage priorities and multi-task
- Self-confident and assertive

**Schedule**

This role offers work from home flexibility of up to 3 days per week.

**Job Types**: Full-time, Permanent

**Salary**: Up to $110,000.00 per year

**Benefits**:

- Referral program
- Work from home

Schedule:

- Day shift

Supplemental pay types:

- Performance bonus

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