Implementation and Support Engineer, Senior Principal

Company Name:
Responsible for the design, development, installation, administration, maintenance, and support of server infrastructure and applications. Monitor and manage the health and security of Infrastructure owned servers and systems, including, but not limited to, Active Directory, Storage area network (SAN), Hyper-V, and Microsoft System Center products. Design all job requirements and specifications and manage all communication with implementation analysts and resolve all issues and develop all programs according to client requirements.
Technical Support:
Collaborate across multiple teams to research, design
and configure server solutions to specified requirements.
Prioritize, plan, and perform system
administration and platform system changes, support, maintenance and
Triage, investigate, and resolve complex system
issues and incidents escalated from lower support tiers.
Communicate and coordinate with customers and IT
stakeholders the severity, estimated resolution time, final resolution and
after action report for major incidents.
Perform system monitoring for health,
maintenance, etc.
Document system designs, solutions,
configurations, and teach/mentor other support tiers, team members and vendors including
onboarding and knowledge transfer.
Coordinate and oversee the assignments,
delivery, and quality of other systems technicians.
Continuously improve system and application
performance, automation, operations and processes.
Perform effective scoping of work, meets goals, collaborates,
delegates or escalates to other team as appropriate with minimal oversight or
Implement production changes such as application deployments,
software upgrades and bug fixes to increase system reliability and performance
Writing, validation and vetting of documentations
Technical Expertise on Windows servers (Windows 2003-2008) and applications (MS Cluster/MS SQL/IIS), for implementation, administration and support roles
o Experience with open source OS and technologies
o Experience with data center operations, hardware, management systems, web services, MS databases, UNIX, Linux, Windows and network Technologies
o Subject matter expertise in ITIL processes: incident/problem management, change management, and release management
o Exceptional communications skills, a collaborative disposition, a drive for quality and high emotional intelligence
o Remote Support Experience covering 24 x 7 mission critical business environment
o Proven troubleshooting methodology with at least 3 to 6 years experience on Technical Support roles for large scale production infrastructure. Thorough
o understanding on data flow, architecture, networking (experience of TCP/IP), storage solutions (SAN/NAS)
o A computer science, engineering or related degree is preferred or equivalent professional experience.
Make recommendations for implementing new technologies, as well as for implementing design and methodology of these technologies. Work with management to identify vendor partners for specific products and services. Decide operational changes for day-to-day activities conducted by the team.
Determine system standards, enhancements, optimization, and design.
o Work with colleagues in collaboration, training, and design/implementation as well as operational work and maintenance.
o Extensively involved in communication with other teams within the client's IT team.
o Engineering leads and SDT PM's frequently seek information for application design and deployment.
o Work with vendors and preferred partners to ensure timely support of systems critical to the client.
Problems are somewhat complex and require research and careful review of options. This role also includes additional responsibilities where necessary such as Integration with production, developing automation and ensuring compliance to policies and standards.

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