Senior Technical Operations Engineer

Key Responsibilities

System Installation &

Configuration - Software Administration:

line-height:normal'>-Monitors and

maintains operating systems to ensure effective installation and performance.

line-height:normal'>-Administers

middleware products in environments.

line-height:normal'>-Supports the deployment,

maintenance, and operation of internal applications as needed.

line-height:normal'>-Performs

regular administration and conducts standard performance trend analyses and

manages server capacity to ensure service performance meets standards.

line-height:normal'>-Leverages

working knowledge of application monitoring tools to ensure efficiency.

System Installation &

Configuration - Installation and Configuration:

line-height:normal'>-Installs and

configures servers, cloud infrastructure, and all software and environments.

line-height:normal'>-Performs system

configurations and backups independently to ensure optimization of server

infrastructure.

line-height:normal'>-Supports

hardware maintenance, auditing, installation, and provisioning as necessary.

line-height:normal'>-Collaborates

with internal technical experts and third-party vendors to resolve integration

challenges.

System Installation &

Configuration - Identity & Access Management:

line-height:normal'>-Administers

access privileges in the identity and access management system to ensure

accurate access to IT resources.

line-height:normal'>-Monitors user

activity in the identity and access management system and reports on system

activity.

line-height:normal'>-Learns to

provision access management systems.

Service Lifecycle Management

- Batch Processing:

line-height:normal'>-Monitors the

batch process to ensure the updates are applied and triages any issues that

arise.

line-height:normal'>-Implements

batch management using different work schedulers to configure jobs and job

streams, define dependencies, and report job performance.

line-height:normal'>-Ensures

scheduling and budgets of batch monitoring services comply with Service Level

Agreements (SLA).

Service Lifecycle Management

- Security Maintenance:

line-height:normal'>-Follows

existing procedures to provide assurance that compute and storage devices are

secure.

line-height:normal'>-Maintains

privileged accounts/secrets integrity of systems and compute and file system

security for the compute and storage environment.

line-height:normal'>-Monitors and evaluates

high-level service and infrastructure dashboards and takes action to address

identified anomalies.

line-height:normal'>-Implements

monthly, quarterly, or hotfix patches to address security vulnerabilities or

bugs across the technical stack.

Service Lifecycle Management

- System & Security Improvements:

line-height:normal'>-Deploys

enhancements to improve the performance, reliability, and security of systems

and environments.

Incident Management &

Support - Incident Management:

line-height:normal'>-Supports the

end-to-end incident management lifecycle to ensure systems are stable, secure,

and performing accurately.

line-height:normal'>-Collates

incident-based data for team metrics and key performance indicators (KPIs) by

assisting with system and network incidents to identify patterns, root causes,

and solutions.

line-height:normal'>-Participates in

incident review meetings to provide feedback for operational performance and

solution implementation.

line-height:normal'>-Partners with

third party vendors and cross-functional teams (e.g., Development, Cloud

Engineering, Product Engineering, other IT teams) to drive collaboration for

implementation and/or resolution for high-severity incidents, risks, or

migrations.

line-height:normal'>-Investigates

standard system issues and triages high-severity incidents by implementing

Corrective and Preventative Action plans (CAPA) as instructed.

Incident Management &

Support - Escalation Cases:

line-height:normal'>-Coordinates

escalated support cases by collaborating with internal technical teams and

third party vendors to drive issue resolution for a wide range of production

environment problems (e.g., immense growth, scaling, leveraging the cloud,

extremely high performance, high availability requirements).

Incident Management &

Support - Technical Support:

line-height:normal'>-Proactively

monitors the production environment by checking system error logs, monitoring

ticket queues, and consulting with other teams involved in maintaining the

environments.

line-height:normal'>-Adheres to team

schedule to contribute to ongoing technical support and service objectives.

line-height:normal'>-Resolves

complex, critical customer system issues and implements and documents technical

solutions.

Incident Management &

Support - Backups and Disaster Recovery:

line-height:normal'>-Leverages

working knowledge of systems to perform backup, restore, and disaster recovery

processes.

line-height:normal'>-Participates in

disaster recovery drills to ensure preparedness and compliance.

line-height:normal'>-Implements

disaster recovery solutions to ensure preparedness and regulatory compliance.

Communication &

Documentation - Technical Communication:

line-height:normal'>-Communicates

technical information to both technical and nontechnical personnel.

line-height:normal'>-Serves as a

technical liaison and provides domain-specific expertise to cross-organization

projects, programs, and activities.

Communication &

Documentation - Documentation & Reporting:

line-height:normal'>-Maintains

documentation on ticket updates, code contributions, infrastructure,

configurations, processes, and procedures (e.g., Disaster Recovery plans,

Standard Operating Procedures, Corrective and Preventative Action Plans).

line-height:normal'>-Generates

weekly and monthly reports on system performance and incident progress to

support operational and management outcomes, and builds an awareness of the

business impacts.

line-height:normal'>-Researches,

proofs, and authors technical documentation in the area of standards and best

practices for internal use.

Additional Responsibilities

(as needed)

Cloud Infrastructure

Support:

line-height:normal'>-Collaborates

with DevOps and Site Reliability Engineer (SRE) teams to provide support for

large-scale infrastructure.

line-height:normal'>-Implements

continuous integration and continuous deployment (CI/CD) pipelines

independently.

line-height:normal'>-Performs

patching and version upgrades independently to support cloud infrastructure.

Automation:

line-height:normal'>-Supports

Workload Automation tools through design support, administration, and

optimization efforts.

line-height:normal'>-Troubleshoots

issues with automation tools, agents, and other connectivity to 3rd party

applications.

line-height:normal'>-Maintains and

supports cloud technologies.

Core Responsibilities

Planning & Execution:

line-height:normal'>-Independently

manages work, monitoring timelines and deliverables to ensure projects or

initiatives stay on track and meet requirements.

line-height:normal'>-Proactively

prioritizes work and adapts to resource or timeline shifts, suggesting

adjustments to maintain project efficiency.

Collaboration &

Partnership:

line-height:normal'>-Collaborates

across teams to align on expectations and achieve shared objectives.

line-height:normal'>-Builds and

maintains a comprehensive understanding of business, stakeholder, and/or

customer needs to build and support effective partnerships.

line-height:normal'>-Actively

listens to diverse perspectives and asks questions to ensure understanding of

others.

Problem Solving:

line-height:normal'>-Independently

identifies and addresses standard and non-standard issues in accordance with

standard practices, escalating more complex issues as appropriate.

line-height:normal'>-Analyzes data

and/or information from multiple sources to troubleshoot standard and

non-standard errors.

line-height:normal'>-Contributes to

knowledge sharing and best practices.

Continuous Learning:

line-height:normal'>-Embraces

continuous learning by actively seeking to build knowledge and new skills

and/or tools and staying current with industry trends and best practices.

line-height:normal'>-Seeks out and

leverages feedback and training to improve skills.

line-height:normal'>-Contributes to

a culture of continuous learning and knowledge sharing with team members.

Continuous Improvement:

line-height:normal'>--Develops ideas

and recommends updates to increase the efficiency and effectiveness of

processes, protocols, and workflows within a team.

line-height:normal'>-Seeks input

from team members on alternative approaches and methods for improving work.

Career Level - IC3