at Intercontinental Exchange Holdings, Inc. in Chicago, Illinois, United States
Job Description
Overview
Job Purpose
Network Operations provides 24x7 support for the organization's global production network infrastructure by performing proactive routines that ensure service impacts are avoided. Staff members also interact with customers and peers in Operations and Engineering to facilitate effective handling of service requests and connectivity issues.
Responsibilities
Incident Management
Proactive checkouts and monitoring to avoid service outages or limit their impact. Troubleshooting and fault isolation to restore service when necessary.
Problem Management
Solutions for Incident Management from Case Study evaluations. This includes development of the related root cause flow charts and troubleshooting procedures that streamline the time required to isolate faults and restore service.
Operational Readiness for New Services
Completing checklists that support pre-production deployment of network services. This includes assurance that Network Operations has updated management for all related network components, is performing pro-active routines to ensure optimal network health, understands the service and it's dependencies, and the staff is capable of performing established recovery procedures.
Change Management Planning and Configuration Implementation
Coordination of changes at the CAB and periodic quality reviews with Engineering. Implementation of tasks assigned to Network Operations and support for those implemented by Network Engineering.
Service Requests, Network Maintenance, and Operational Support
Executing requests for analysis or support. Representing Network Operations' strategic initiatives such as vendor service level reviews, Asset Management, and Capacity Management. Coordination and support for pro-active maintenance activities required to keep the infrastructure in good health.
Process Improvement
Specific tasks assigned by management to own that deliver operational support improvements to a technology, process, tool, or service.
Knowledge and Experience
Certification at or above the Juniper JNCIS is preferred, although an equivalent Cisco CCNP certification is acceptable.
Experience with routing protocols and concepts (OSPF, BGP, MPLS, Traffic Engineering, etc)
Solid knowledge and inner-workings of TCP/IP, Layer 2 and 3 switching.
Knowledge and Experience with multicast troubleshooting in a switch/routed network is preferred.
Position requires superior customer service skills;
Ability to work in a team oriented environment is essential
Weekend and off hours support is required
The candidate will ideally have a Bachelor's degree with 3 years of relevant experience or 6+ years in lieu of educational credentials
Skills
Perform monitoring for new events to open incidents
Perform all levels of routine network analysis
Coordinate hot hands and other activities with vendors
Interact with advanced level engineering support
Develop and propose solutions for the knowledge base
Solid understanding of multicast and troubleshooting techniques
Working knowledge of how to use management tools
Schedule
This role offers work from home flexibility of one day per week.
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.
Intercontinental Exchange is an Equal Opportunity Employer and is committed to diversity in its hiring and business practices. All qualified candidates are encouraged to apply.
