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About the job

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

The candidate will ideally have a Bachelor’s degree with 3+ years of relevant experience or 6+ years in lieu of educational credentials

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

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

Weekend and off hours support is required

Illinois Base Salary Range

The expected base salary for this role, if located in Illinois, is between $72,000 – $84,000 USD. The base salary range does not include Intercontinental Exchange’s incentive compensation.  While we provide this range as general guidance, at ICE we compensate employees based on the skillset and experience of the individual. Regular full-time ICE employees are eligible for a suite of competitive employee benefits, including healthcare coverage (medical, dental and vision), a 401(k) plan, life insurance, time off, and paid leave for qualifying circumstances. Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.