Analyst I, Systems Operations

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.