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.