Educational requirements: Bachelor
English requirements: Competent English
Requirements for skilled employment experience for years: 3-5 years
Required residence status: Temporary visa
Accept remote work: Accept during COVID-19 restrictions only
What's involved
Job Purpose
The Systems Operations Analyst is part of a support organization that is responsible for the daily operations of ICE Data Services (IDS). This is a customer-facing position, providing immediate assistance to IDS, back office, support personnel and IT staff in an effort to achieve the highest customer satisfaction and minimize the impact of IT related problems. This is a critical support role within the overall architecture of IDS, divisions, and infrastructure. This is a 24x7 environment and the position requires shift rotation and/or weekend work.
Responsibilities
- Monitoring and Incident Management
- Monitor systems and applications within the production environment
- Diagnose and fix incidents raised through monitoring tools, conference bridges and chats
- Work with and escalate to 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 action follow-up tickets are assigned
- Manage incident tickets to closure, ensuring incident details are complete and accurate, and all corrective actions have been completed
- System and Application Production Readiness
- Work with internal and external teams to expand and maintain operational runbooks and other documentation
- Check application and infrastructure availability and tasks at scheduled times
- Configure monitoring tools and alarms
- Deployment Management
- Production deployments
- Approve and execute production deployment tasks
- Participate in disaster recovery, business continuity and workplace recovery events
- Participate in continuous improvement programs, such as trend analysis of recurring issues
- Provide and report on performance metrics of the environment
- Follow the handover process documented to bring the next shift up to speed and highlight priority items or issues
Knowledge and Experience
- Bachelor’s degree (IT-based) or 2 years’ experience within IT systems support and/or operational support of applications databases within a Linux/Unix OS environment.
- Proficiency in Bash and working knowledge of a broad range of Linux core utilities and scripting
- Working knowledge of networking: specifically TCP and UDP
- Strong communication skills
- High level of general IT skills with email and MS Office Applications
- Able to think logically and critically
- Analytical problem-solving skills with an ability to identify root cause(s)
- Able to work as a team player across the organization
- Able to build and maintain effective relationships with individuals and the team as a whole
- Ability to be organized and decisive while under pressure
- Excellent time management skills
- Able to manage priorities and multi-task
- Self-confident and assertive
