Manager, Network Operations

at  Intercontinental Exchange Holdings Inc

KNOWLEDGE AND EXPERIENCE

• Bachelor’s Degree in Computer Science or related technology discipline, with at least 10 years of professional experience.
• At least 4 years of professional experience in a senior technical or leadership role supporting an enterprise network infrastructure that is globally distributed.
• Strong technical knowledge of networking technologies, hardware, routing, switching, and telecommunication circuits.
• Strong technical knowledge of TCP/IP, Layer 1-3 switching.
• Demonstrated skills and aptitude for training and mentoring others.
• Excellent customer service, written and oral communication skills.
• Weekend and off hours support is required
• Financial industry experience is a plus.
• Excellent verbal, writing, and editing skills required to be able to effectively communicate complex information to different levels of internal and external customers.
• Strong analytical thinking and problem solving skills.
• Strong team building, mentoring, and coaching skills.
• Ability to work under pressure, and to make calculated decisions accordingly.
• Ability to manage multiple tasks/priorities and ability to act quickly in a fast paced environment.
• Proficient in network monitoring systems and service management and metrics tools.

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.
The role of Manager, Network Operations is responsible for leading and developing a team of network operations analysts and engineers to deliver excellent technical support for critical operations of a globally distributed financial network through prompt detection, resolution, escalation, and reporting of service impacting events and incidents.

RESPONSIBILITIES

• Incident Management
• Ensure the Network Operations personnel are implementing effective Incident Management processes to avoid service outages or limit their impact by proactive detection, isolation, and resolution as 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.
• Personnel Management
• Career Development and Performance Management of the Network Operations staff. This includes mentoring, coaching, and identifying training programs based on individual skill sets for the staff.
• Operational Readiness for New Services
• Work closely with internal teams (Product Development, Business, Project Management, Network Engineering, etc) to ensure operational readiness of new infrastructure. This includes assessment and validation by Network Operations for all related new network infrastructure components, completion of pro-active routines to ensure optimal network health, understanding and documentation of all services and dependencies, and the ability to perform recovery procedures as necessary.
• Change Management Planning and Configuration Implementation
• Ownership and oversight of changes at the CAB. Quarterly change quality reviews with Engineering. Utilize reporting and metrics to assign and schedule Network Operations staff accordingly.
• Service Requests, Network Maintenance, and Operational 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. Utilize metrics and trend analysis to track and report service incidents.
• Process Improvement
• Analyzing Network Operations functions, recommending operational improvements and needs. Driving and supporting continual service improvement.