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Analyst, Network Operations
Intercontinental Exchange
Atlanta, GA, United States
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JOB DESCRIPTION
As the first point of contact for incidents and service requests, the Analyst, Network Operations plays an important role within the organization, having a primary responsibility to restore service as quickly as possible following a service incident. The Analyst, Network Operations is accountable and responsible for ensuring the resolution (directly or indirectly) for all incidents and service requests. This role will appropriately categorize, prioritize and escalate incidents and service requests that they cannot resolve. All interactions with the client must be proactive, helpful and highly professional.
Duties and Responsibilities
• Fields Help Desk Calls, emails, portal reports, etc.
• Records and handles Incidents and Service Requests
• Route, categorize, prioritize and escalate incidents and service requests
• Actively monitor and react to System Events, Alerts and Monitoring Tools
• Incident investigation, diagnosis, and service restoration
• Ensure proper follow-up internally and externally until resolution
• Give priority to monitoring high-impact Incidents
• Owns incidents and may serve as coordinator until resolution
• Keeping clients informed about progress
• Escalates as appropriate
• Monitors, tracks and communicates with other teams to progress incident resolution
• Identifies ways to prevent future problems and alerts management to emerging trends
• Responsible for handling file transfers for external clients
Knowledge and Experience
• Bachelor’s Degree in Computer Engineering or related field
• Basic networking knowledge
• Excellent written and verbal communication skills
• Able to work on a team and in an individual setting
• Aptitude and skill for training other team members
• Self-starter, willing to take on tasks and ask for help when needed
• Ability to manage time to juggle multiple requirements during the work day
• Experience with Linux and Windows
• Financial industry experience is preferred
• CCNA, CCNP or equivalent level of knowledge
• Preferred skills include:
◦ Basic understanding of the OSI model
◦ Familiarity with data center technologies
◦ Good phone etiquette and the ability to diffuse agitated situations
◦ Excellent customer service attitude
◦ Basic hardware troubleshooting skills
◦ Ability to operate effectively and professionally under pressure
◦ Ability to collaborate with a variety of personalities and skillsets, and improve the quality of IT processes
Core Competencies
Competencies are the skills and behaviors that are critical both to your personal performance and to ICE’s continued success. The core competencies apply to every member of staff working for ICE.
Teamwork
• Offers time and/or assistance to colleagues; is widely regarded and respected as someone to go to for help
• Fosters friendly and cooperative relationships with others; colleagues enjoy working with the
• employee
• Shares knowledge and mentors staff; works to develop others’ knowledge as well as own
• Gives and shares credit as appropriate
• Contributes to recruiting and training efforts of others, including candidate referrals, job interviews and mentoring
• Attends and participates in company and department level functions inside and outside of the office
Problem-Solving & Decision-Making
• Demonstrates an understanding of the urgent nature of our business and the need to proactively find and fix problems quickly and effectively takes ownership and follows through on decisions; doesn’t minimize or forget about problems
• Determines and fixes root causes rather than just treating symptoms
• Applies novel techniques to solve problems that are more ambiguous; challenges long-held beliefs when necessary
• Quickly and effectively identifies alternative solutions and the pros/cons of each; confirms that a proposed solution has no unintended consequences
• Takes steps to mitigate risk
• Consults with colleagues and recommends solutions based on the best interests of customers and shareholders, even when the opinion is unpopular
Communication
• Actively listens and speaks to, not over, others
• Uses clear and constructive language orally and in writing
• Communicates important developments to the relevant and appropriate audiences in a timely and consistent manner
• Asks follow-up questions to ensure all points are understood
• Takes time to objectively listen to all viewpoints before forming an opinion
• Builds consensus among differing views
Professionalism & Integrity
• Makes a positive impression; represents the company well on the phone and in person, including maintaining attire and appearance that is consistent with company image and appropriate for employee’s role
• Models a ‘can-do’ attitude and takes initiative as a self-starter; inspires and motivates others to do the same
• Embraces, rather than resists, additional responsibilities
• Refrains from office gossip; settles rather than creates conflict with and between others
• Exhibits desired work habits including regular office hours and extra hours when necessary while minimizing breaks and non-work related activities
• Adheres to all corporate policies; makes prudent use of company resources
LOCATIONGA: Atlanta (New Northside Dr)
FULL TIME / PART TIMEFull time
Intercontinental Exchange
ICE is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability or veteran status, or other protected status.