Network Operations Analyst Network Operations Analyst …

Intercontinental Exchange Holdings, Inc
in Chicago, IL, United States
Permanent, Full time
Last application, 21 Dec 19
Competitive
Intercontinental Exchange Holdings, Inc
in Chicago, IL, United States
Permanent, Full time
Last application, 21 Dec 19
Competitive
Network Operations Analyst

Advancing global markets
starts with great people.

Join the largest (and only) exchange operator in the Fortune 500.

"Our people, who are our greatest
asset, make what we do possible."
- Jeffrey Sprecher, CEO

Help transform markets anywhere around the globe.

☰ Network Operations Analyst New 📅 19001264 Requisition # 📅 3 days ago Post Date Apply for Job Share this Job Sign Up for Job Alerts Job Purpose As the first point of contact for incidents and service requests, the Network Operations Analyst plays an important role within the organization, having a primary responsibility to restore service as quickly as possible following a service incident.  This Network Operations Analyst is accountable and responsible for ensuring the resolution (directly or indirectly) for all incidents and service requests.   This role will appropriately categorize, prioritize and escalate incidents and service requests that they cannot resolve.  All interactions with the client must be proactive, helpful and highly professional. Responsibilities
  • Fields Help Desk Calls, emails, portal reports, etc
  • Records and handles Incidents and Service Requests
  • Route, categorize, prioritize and escalate incidents and service requests
  • Actively monitor and react to System Events, Alerts and Monitoring Tools
  • Incident investigation, diagnosis, and service restoration
  • Ensure proper follow-up internally and externally until resolution
  • Give priority to monitoring high-impact incidents
  • Owns incidents and may serve as coordinator until resolution
  • Keeping clients informed about progress
  • Escalates as appropriate
  • Monitors, tracks and communicates with other teams to progress incident resolution
  • Identifies ways to prevent future problems and alerts management to emerging trends
  • Responsible for handling file transfers for external clients
Knowledge and Experience
  • Bachelors Degree in Computer Engineering or related field
  • Basic networking knowledge
  • Excellent written and verbal communication skills
  • Able to work on a team and in an individual setting
  • Aptitude and skill for training other team members
  • Self-starter, willing to take on tasks and ask for help when needed
  • Ability to manage time to juggle multiple requirements during the work day
  • Experience with Linux and Windows
  • Financial industry experience is preferred
  • CCNA, CCNP or equivalent level of knowledge

Preferred
  • Basic understanding of the OSI model
  • Familiarity with data center technologies
  • Good phone etiquette and the ability to diffuse agitated situations
  • Excellent customer service attitude
  • Basic hardware troubleshooting skills
  • Ability to operate effectively and professionally under pressure
  • Ability to collaborate with a variety of personalities and skillsets, and improve the quality of IT processes
Intercontinental Exchange, Inc. is an Equal Opportunity and Affirmative Action Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability or veteran status, or other protected status. Additional Information
  • Job Type: Standard
  • Schedule: Full-time
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