The Technology Operations Engineer I monitors all customer facing environments (Production, Certification, New Release, & Disaster Recovery) within the Clearing & Trading business units; escalates in a timely & efficient manner following guidelines developed within the dept. to the appropriate next level of support to accurately report incidents to management & to document each incident & request handled whether the issue was received by alerting tools or by customer (internal or external).
Principal Accountabilities:
• Learns escalation protocol per application area. Learns ECC protocol for documentation. Learns phone etiquette for receiving calls and escalation. Learns to create bridge line.
• Learns protocol for MindAlign use and other inter-office communication tools. Learns to document timeline of events within crisis management.
• Learns specific application flows and general functionality by application. Learns application log locations and early log viewing for errors.
• Learns to properly and efficiently uses broad notification tool.
• Learns to use department website for process recovery. Learns specific application recovery tools used by TOCC. Learns scripts to execute for application recovery. Learns escalation and notification escalation per application.
• Performs basic functionality within incident management tools.
• Performs basic procedures to recycle monitoring agents.
• Uses monitoring tools to detect errors, under direction of Manager TOCC.
Experience:
Recent Graduate, or equivalent
Some experience within IT Corporate Infrastructure Support
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