Analyst II, Systems Operations

2 weeks ago

Hyderabad, Telangana, India ICE Data Services Full time ₹ 15,00,000 - ₹ 28,00,000 per year

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, 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

  • Monitor systems and applications within the production environment

  • 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

  • Check application and infrastructure availability and tasks at scheduled times

  • 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

  • Experience with PagerDuty
  • Experience with ServiceNow & Jira
  • Experience with Jenkins & Git
  • Experience in scripting
  • Cloud (AWS) & VMware knowledge is a must
  • Bachelors degree (IT-based) or experience within IT systems support and/or operational support of applications databases within Windows & Linux/Unix OS environment.
  • Strong communication skills
  • High level of general IT skills with email and MS Office Applications
  • 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.
  • Ability to be organized and decisive while under pressure.
  • Excellent time management skills
  • Able to manage priorities and multi-task.
  • Self-confident and assertive

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