Responsibilities
- Monitoring and Incident Management (fix, Notification and Escalation) of the Production Environment
- Monitoring of Systems and Applications within ICE Data Services production environment.
- Diagnose and fix (based on run-book and knowledge) Incidents raised through Monitoring Tools, Production Conference Bridges and chats.
- Work with, and escalate to, other 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 actions follow-up tickets are assigned.
- Management incident tickets through to closure, ensuring incident details are complete and accurate, and all corrective actions have been completed.
- System and Application Production Readiness
- Work with other internal and external teams to expand and maintain operational run-books and other documentation.
- Application and infrastructure availability checks and tasks at scheduled times.
- Configuration of Monitoring Tools and alarms.
Deployment Management
- Production deployments
- Approve and execute production deployment tasks.
- Monitoring of systems and applications within the ICE Data services business.
- Analyze and resolve the incidents within a stipulated timeline.
- Perform deployments during the regular maintenance windows.
- Closely work with Development & QA teams on root cause tasks.
- Knowledge and Experience
- IT based University degree 1-3 years' experience within IT systems support and/or operational support of applications, databases within both Windows and Linux/Unix OS environments.
- Proficiency in Bash (Linux scripting) and working knowledge of a broad range of Linux and Windows core utilities/applications,
- Working knowledge of networking: specifically, TCP and UDP
- Willingness to work shifts as the company requires and to be contacted after hours to help resolve issues where required. Candidates must be able to work unsocial hours (24/7) and days, including weekends and bank holidays.
- Strong skills in the following areas
- Business English verbal and written communications skills
- High level of general IT skills with email and MS Office Applications
- Logical approach, critical thinking, and analytical problem-solving skills with an ability to identify the root cause(s) of a problem.
- Works as a team player – able to interface / liaison effectively with a variety of different kinds of IT and non-IT contributors and personalities across the organization.
- Maintains effective relationships with individuals and the team as a whole.
- Able to build team morale and motivates individual members of the team effectively by recognizing their contribution.
- Shares own knowledge and encourage team members to share their knowledge.
- Identifies opportunities to encourage positive changes within operations.
- Achieve a high level of performance from self and team.
- Ability to be organized and decisive while under pressure, when managing urgent and critical production issues as and when they occur.
- Excellent time management skills - A structured and organized approach to their work and knows how to manage priorities and able to multi-task.
- Self-confident and assertive.
Job description provided by Intercontinental Exchange.
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