Tech Ops Engineer I

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.

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