Analyst I, Systems Operations
Intercontinental Exchange Holdings, Inc. · Hyderabad, Telangana, India
Financial Services · 10,001+ employees
About the role
The Systems Operations Analyst monitors applications and hardware in a 24x7 environment to ensure processing efficiency and system stability. They are responsible for resolving production incidents, managing disaster recovery testing, and following escalation procedures to meet service level standards.
What they look for
Requirements
A Bachelor’s degree in Computer Science or a related field is preferred. Candidates should possess strong problem-solving skills, experience with monitoring tools like ServiceNow or Big Panda, and the ability to work in a rotating shift environment.
Full description
Job Description
Job Purpose
The Systems Operations Analyst is part of a support organization that is responsible for the daily operations of multiple Applications in Mortgage industry. This is a critical support role within the Systems Operations division.
This is a 24x7 environment and the position requires shift rotation and/or weekend work.
Responsibilities
- Monitors the applications, systems, and hardware in the processing environment for abnormal processing conditions.
- Makes effective use of tools and resources, such as Big Panda, Spectrum, Service Now, etc. to solve open systems production or system problems.
- Utilizes manuals, write-ups, and other tools as an aid in solving the problem. Contacts others who are experienced in the area for ideas about the problem.
- Contributes to the body of knowledge by adding solutions and other information that would be useful to others.
- Follows escalation procedures, when appropriate, to resolve alerts and incidents in a timely manner and meet service levels and other standards for the job.
- May identify new tools, technology, or processes that improve the overall processing environment or processing efficiency.
- Participates in the operations support disaster recovery/business continuity plans for the assigned processing environments.
- Coordinates and conducts disaster recovery testing as required, documents test results, and documents modifications required for future testing.
- Completes project assignments and special projects commensurate with job expectations.
- Performs other related duties as assigned.
Knowledge and Experience
- A Bachelor’s Degree in Computer Science, Information Systems or other related discipline is preferred
- Knowledge of company monitoring tools is preferred
- Big Panda
- Spectrum
- ServiceNow
- Ansible Tower
- Excellent customer service skills that build high levels of customer satisfaction for internal and external customers
- Excellent verbal and written communication skills to technical and non-technical audiences of various levels of the organization or that of clients (e.g., executive, management. individual contributors)
- Willingly shares relevant technical and/or industry knowledge and expertise to other resources
- Excellent problem-solving, team, and time management skills
- Is resourceful and proactive in gathering information and sharing ideas
- 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 as a whole
- Ability to be organized and decisive while under pressure
- Excellent time management skills
- Able to manage priorities and multi-task
- Self-confident and assertive
