Analyst II, Systems Operations

Overview

Job Purpose

Intercontinental Exchange, Inc. (ICE) presents an opportunity for a full-time Analyst II, Systems Operations to join our SRE Team, responsible for stability of the Mortgage Technology platform. DevOps promotes a culture of trust and risk-sharing between team members. It encourages teams to continuously experiment with the aim of improving the company's products and services. That way, both development and operations teams are enabled to research new customer needs and develop innovations to address them. You will be working with mature teams of experienced engineers on enterprise-scale systems running on cutting edge technologies.

Responsibilities

• Understand the various mortgage platforms and apply technical knowledge to improve system performance and reliability.
• Follow organizational practices regarding Incident, Problem, and Change Management.
• Ownership of production incidents including communication, escalation, resolution, and follow-up for root-cause analysis.
• Ability to be organized and decisive while under pressure, when managing urgent and critical production incidents as and when they occur.
• Assist other ICE staff with problem solving and escalation procedures.
• Work with the client support to communicate important information about system maintenance, changes, events, and to address client concerns regarding any aspect of the services.
• Prepare documentation for troubleshooting and escalation procedures.
• Create, manage, maintain Operational tools used in Platform Management.
• Develop and maintain disaster-recovery runbooks and procedures.
• Scheduling flexibility required.

Knowledge and Experience

• Associate/bachelor’s degree or equivalent working experience
• Excellent communication skills
• Working knowledge of Windows, Linux and/or AWS
• Working knowledge of database technologies such as SQL Server, T-SQL scripting
• Experience writing software in at least one high-level programming language such as Python, Java, PowerShell or Perl
• Working knowledge of internetworking and various LAN/WAN technologies
• Working knowledge of router, switch, firewall, and proxy technologies
• Understanding and working knowledge of TCP/IP and related network protocols
• Team Player - able to interface/liaison effectively with a variety of technical/non-technical contributors throughout the organization
• Logical approach, critical thinking and analytical problem-solving skills with the ability to identify the root cause(s) of a problem
• Demonstrate reliability, flexibility, and attention to detail

Preferred Knowledge and Experience

• Network troubleshooting and network forensic analysis (packet capture analysis)
• Understanding of Linux and/or Windows administration and internals
• Python, Java, JavaScript, PHP, Perl, Bash, Shell, Node.js, SQL Scripting
• Basic knowledge of Java or .Net coding/debugging. Ability to look at logs/stack trace to debug issues
• Experience with enterprise monitoring solutions and APM
• Experience with configuration as code and infrastructure as code tools like Terraform, Chef, Puppet, CDK, Pulumi
• Working knowledge of: Cloudflare (CDN), DNS, LDAP, Splunk, XML, Jenkins, PagerDuty, Rundeck, Git, Tidal

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