Overview Job Purpose Intercontinental Exchange, Inc. (ICE) is a leading operator of global exchanges, clearing houses, data, and listings services. We connect businesses around the world to unique opportunities in markets that drive the global economy. We are a diverse and inclusive company that values innovation, collaboration, and excellence. ICE team members work across departments and traditional boundaries to innovate and respond to industry demand. A successful candidate will be able to multitask in a dynamic team-based environment demonstrating strong problem-solving and decision-making abilities and the highest degree of professionalism. We are seeking a highly motivated individual to join our team as part of the Enterprise Collaboration department. The candidate will provide comprehensive support and maintenance of video and telephone systems, ensuring seamless communication across various platforms using both on-prem and cloud solutions. Responsibilities Provide day-to-day tier 1/2/3 support Provide after hours on-call support Plan, test, and implement upgrades and fixes to all UC Systems platforms including on-prem and cloud solutions Work with telephone providers to provision new voice circuits Work with other internal teams and external vendors to diagnose and troubleshoot circuit, network, and application issues Administer and manage all on-prem and cloud systems (Cisco UC systems and voice gateways, Teams Phone and SBC, Amazon Connect, Zoom, WebEx, RedBox, RedSky, Akkadian, Variphy, Ascom DECT phone, ClearIP, NYSE NY and SFO trading network and turrets) Document and effectively publish how-to, installation, and troubleshooting guides System upgrade and patching Allocate resources for project delivery Maintain and stay update-to-date on technology and system documentation Manage Team ticket queue and SLA requirements Manage team on-call rotation and operations support Stay up to date with the team supported technologies Continuously evaluate technologies and process for enhancement and improvement Manage internal training and cross training Knowledge and Experience Minimum of 5 years exposure in a medium to large sized organization supporting a Cisco UC and MS Teams environment Previous experience of implementing, upgrading, and maintaining Cisco Call manager V11 or higher (required) Knowledge of configuring Cisco voice gateway from the ground up including implementation and troubleshooting MGCP/SIP/CUBE deployments Proficiency in Microsoft Teams voice and SBC Knowledge of Supporting Zoom conferencing solutions Knowledge of trading turrets, Cloud9, BT and IPC Knowledge of PowerShell and Python scripting Knowledgeable on how to obtain logs and perform debugs when required Must have experience with circuit provisioning including ISDN/E1/T1 and SIP circuits Knowledge and understanding of VoIP, RTP, SIP, MGCP and H.323, and call flow Knowledge of configuring CUCM CSS, partitions, call routing and dial plan implementations Working knowledge of Cisco UCS - B/ C series including ESX 5.0 or newer - (server build, configuration, and administration) Good knowledge of monitoring and reporting the overall IPT infrastructure; experience with SNMP monitoring/analytics and CDR record management is a plus Excellent time management skills with the ability to prioritize and handle multiple tasks and projects with little supervision Schedule This role offers work from home flexibility of one day per week. #LI-JW1 Intercontinental Exchange, Inc. is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability or veteran status, or other protected status.