Job Purpose

The System Operations Analyst is responsible for documentation, managing, promptly analyzing and escalating or solving problems inside the company’s hosted-services production environment.

The role is a blend of general technical and business knowledge as well as a solid understanding of the architecture of Clearing Systems and networks.

Responsibilities

• Monitor and manage incident response (1st level fix, notification, and escalation) within the production environment
• Manage, diagnose and fix (based on runbook and knowledge) Incidents which are raised through Monitoring Tools, or via the Production Conference Bridge
• Follow established runbooks to resolve incidents and contribute to peer review of new documentation as the team’s knowledge base evolves
• Assist in root cause investigation and resolution of production incidents
• Meticulously follow the handover process documented to bring the next shift up to speed and highlight priority items or issues

Knowledge and Experience

• 1-2+ years of experience in an IT systems support, operations, or administrative role within a Windows environment; a university degree or equivalent experience is accepted
• Working knowledge of networking fundamentals (TCP/UDP), basic PowerShell scripting, and the ability to read and query SQL databases
• Willingness to work shift rotations that include weekends and public holidays, as the company requires
• Experience supporting Windows Server environments, including comfort operating at an administrative permission level
• Familiarity with enterprise monitoring and alerting platforms (e.g., BigPanda, Spectrum View, or similar tools)
• Basic understanding of database performance monitoring and the ability to identify and flag abnormalities
• Excellent verbal and written communication skills
• Logical approach, critical thinking and analytical problem-solving skills with an ability to identify the root cause(s) of a problem
• Effective team player – able to interface / liaise effectively with a variety of IT and non-IT contributors and personalities across the organization
• Ability to be organized and decisive while under pressure, when managing urgent and critical production issues
• Excellent time management skills - A structured and organized approach to work, knows how to manage priorities and able to multi-task

Schedule

• This is a full-time position that requires occasional shift work (day and night)