Performs regular administration and conducts standard performance trend analyses and manages server capacity. Performs system configurations and backups independently. Implements monthly, quarterly, or hotfix patches to address security vulnerabilities or bugs across the technical stack. Deploys enhancements to improve the performance, reliability, and security of systems and environments. Resolves complex, critical customer system issues and implements and documents technical solutions. Implements disaster recovery solutions.
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Key Responsibilities
System Installation & Configuration – Software Administration:
- Monitors and maintains operating systems to ensure effective installation and performance.
- Administers middleware products in environments.
- Supports the deployment, maintenance, and operation of internal applications as needed.
- Performs regular administration and conducts standard performance trend analyses and manages server capacity to ensure service performance meets standards.
- Leverages working knowledge of application monitoring tools to ensure efficiency.
System Installation & Configuration – Installation and Configuration:
- Installs and configures servers, cloud infrastructure, and all software and environments.
- Performs system configurations and backups independently to ensure optimization of server infrastructure.
- Supports hardware maintenance, auditing, installation, and provisioning as necessary.
- Collaborates with internal technical experts and third-party vendors to resolve integration challenges.
System Installation & Configuration – Identity & Access Management:
- Administers access privileges in the identity and access management system to ensure accurate access to IT resources.
- Monitors user activity in the identity and access management system and reports on system activity.
- Learns to provision access management systems.
Service Lifecycle Management – Batch Processing:
- Monitors the batch process to ensure the updates are applied and triages any issues that arise.
- Implements batch management using different work schedulers to configure jobs and job streams, define dependencies, and report job performance.
- Ensures scheduling and budgets of batch monitoring services comply with Service Level Agreements (SLA).
Service Lifecycle Management – Security Maintenance:
- Follows existing procedures to provide assurance that compute and storage devices are secure.
- Maintains privileged accounts/secrets integrity of systems and compute and file system security for the compute and storage environment.
- Monitors and evaluates high-level service and infrastructure dashboards and takes action to address identified anomalies.
- Implements monthly, quarterly, or hotfix patches to address security vulnerabilities or bugs across the technical stack.
Service Lifecycle Management – System & Security Improvements:
- Deploys enhancements to improve the performance, reliability, and security of systems and environments.
Incident Management & Support – Incident Management:
- Supports the end-to-end incident management lifecycle to ensure systems are stable, secure, and performing accurately.
- 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.
- Participates in incident review meetings to provide feedback for operational performance and solution implementation.
- 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.
- Investigates standard system issues and triages high-severity incidents by implementing Corrective and Preventative Action plans (CAPA) as instructed.
Incident Management & Support – Escalation Cases:
- 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:
- Proactively monitors the production environment by checking system error logs, monitoring ticket queues, and consulting with other teams involved in maintaining the environments.
- Adheres to team schedule to contribute to ongoing technical support and service objectives.
- Resolves complex, critical customer system issues and implements and documents technical solutions.
Incident Management & Support – Backups and Disaster Recovery:
- Leverages working knowledge of systems to perform backup, restore, and disaster recovery processes.
- Participates in disaster recovery drills to ensure preparedness and compliance.
- Implements disaster recovery solutions to ensure preparedness and regulatory compliance.
Communication & Documentation – Technical Communication:
- Communicates technical information to both technical and nontechnical personnel.
- Serves as a technical liaison and provides domain-specific expertise to cross-organization projects, programs, and activities.
Communication & Documentation – Documentation & Reporting:
- 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).
- 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.
- Researches, proofs, and authors technical documentation in the area of standards and best practices for internal use.
Additional Responsibilities (as needed)
Cloud Infrastructure Support:
- Collaborates with DevOps and Site Reliability Engineer (SRE) teams to provide support for large-scale infrastructure.
- Implements continuous integration and continuous deployment (CI/CD) pipelines independently.
- Performs patching and version upgrades independently to support cloud infrastructure.
Automation:
- Supports Workload Automation tools through design support, administration, and optimization efforts.
- Troubleshoots issues with automation tools, agents, and other connectivity to 3rd party applications.
- Maintains and supports cloud technologies.
Core Responsibilities
Planning & Execution:
- Independently manages work, monitoring timelines and deliverables to ensure projects or initiatives stay on track and meet requirements.
- Proactively prioritizes work and adapts to resource or timeline shifts, suggesting adjustments to maintain project efficiency.
Collaboration & Partnership:
- Collaborates across teams to align on expectations and achieve shared objectives.
- Builds and maintains a comprehensive understanding of business, stakeholder, and/or customer needs to build and support effective partnerships.
- Actively listens to diverse perspectives and asks questions to ensure understanding of others.
Problem Solving:
- Independently identifies and addresses standard and non-standard issues in accordance with standard practices, escalating more complex issues as appropriate.
- Analyzes data and/or information from multiple sources to troubleshoot standard and non-standard errors.
- Contributes to knowledge sharing and best practices.
Continuous Learning:
- Embraces continuous learning by actively seeking to build knowledge and new skills and/or tools and staying current with industry trends and best practices.
- Seeks out and leverages feedback and training to improve skills.
- Contributes to a culture of continuous learning and knowledge sharing with team members.
Continuous Improvement:
- -Develops ideas and recommends updates to increase the efficiency and effectiveness of processes, protocols, and workflows within a team.
- Seeks input from team members on alternative approaches and methods for improving work.
