Sr . Systems Engineer @ Intuit

• Configure, deploy, troubleshoot and provide ongoing operations and maintenance support for client and Client s infrastructures (OS: e.g., Windows, Linux, VMware): primarily post-implementation support.
• Work as part of a 24/7 team to ensure secure and stable environment and to keep operations running smoothly and effectively for customers. Serve as escalation for Systems Engineer I and II and provide coaching for team.

• Monitor emails for incoming issues, updates on issues, or questions from customers/colleagues.

• Monitor ticket management system (including incoming tickets and ticket updates).

• Advise and provide information to team regarding tickets in queue.

• Issue and Incident Management Accountabilities.

• Manage escalated/assigned/selected tickets to ensure SLA compliance and customer

• satisfaction (juggling multiple tickets as necessary); respond quickly/effectively to issues and take responsibility for seeing through to complete resolution.

• Manage complex issues escalated from less experienced engineers or major incidents with little or no guidance.

• Prioritize tickets based on severity/urgency, breadth of impact, time in queue, and specific customer, providing guidance to others on priorities and what constitutes a major issue.

• Deliver customer-focused support via phone calls and ticket-based communications.

• Update tickets.

• Follow up on assigned/selected tickets/issues that remain open, intervening as needed to direct/guide less experienced engineers.

• Route issues to appropriate group outside of Systems as needed with high degree of mastery with cross-functional or vendor escalations.

• Diagnose, trouble shoot and resolve external customer and Systems issues.

• Research issues using multiple sources as needed; resources include:

• Ticket history, internet research (e.g., Google), vendor documentation, internal documentation (Knowledge Base articles, Service Now, Wiki, SharePoint), books, web resources (skype groups, on- line forums, etc.), advanced courses, or vendor provided training, etc.

• Immediate team colleagues, tech leads, colleagues in other (engineering and non-engineering) areas, vendors, managers, external network and/or customers.

• Follow standard ITIL practices to do the following (demonstrating orderly triaging and mastery of OSI.

• Identify severity/urgency of issue (discovery).

• Identify core issue.

• Identify potential solution(s) to issue and determine any risk.

• Create plan of action, including any changes, testing, scheduling, and customer coordination required submit to peer review.

• Implement/execute solution.

• Validate solution and issue resolution with customer.

• Provide updates for major incidents and root cause analysis in required time frame.

• Close ticket.

• Work with Management as needed to quickly resolve high severity issues.

• Projects (sponsored projects, developing solutions, etc. e.g. infrastructure, major version update, tech refresh, major customer migration).

• Conduct project scoping with project sponsoring groups (using project plan driver) for increasingly complex projects.

• Drive project deliverables and meet project timelines.

• Raise governance issues and overcome obstacles.

• Maintenance, Updating, and Testing.

• Proactively monitor environment for issues or opportunities.

• Plan for maintenance and updates.

• Determine appropriateness and timing of vendor related upgrades.

• Plan for functional testing and product evaluation.

• Compliance and Performance Improvement.

• Develop strategy and create plans for compliance testing.

• Proactively identify opportunities to improve procedures and system performance.

• Attend customer technical review meetings.

• Identify and act on opportunities to improve overall team efficiency (e.g., provides training to other groups/teams).

• Provide input into functional goals and objectives.

Documentation

• Review and manage increasingly complex team documentation activities, including:

• Systems documentation/diagrams.

• MOPs.

• Run Books.

• Known issues, solutions, and workarounds.

• Reports.

• Write/update Knowledge Base articles.

Coaching and Mentoring

• Apply broad knowledge to consistently coach and mentor other engineers.

• Serve as go to resource within team and outside areas of responsibility as needed.

• Communicate (as needed to accomplish job accountabilities) clearly and professionally with technical and non-technical audiences through e-mail, phone conversations, or in person.

• Convey technical information at the right level, always keeping the customer (internal and external)

• experience in mind.

Audiences you will exchange information with:

• Immediate team: Brainstorm, prioritize work, confer on customer issues, clarify plans for scheduled work and ensure smooth handoffs between shifts.

• Customers: Respond to questions, clarify issues, provide status updates, inform of changes, and validate solutions.

• NOC team: Provide assistance/guidance on handling issues, clarify escalated issues, or de-escalate issues.

• Other engineering groups (network, storage, backup, E&A): Determine how to handle issues and coordinate action steps.

• Vendors: Seek information or support regarding product issues.

• Tech Lead and Managers: Update on day-to-day activities, seek guidance on issues, adjust

• expectations/timelines.

• Customer Experience Managers: Address particular customer needs, concerns, or feedback.

• Cross-functional Operations team: Regarding installations.

• Security: Ensure adherence to security best practices.

• Audit and Compliance: Discuss audit and compliance reports to resolve findings.

• Solutions Sales Engineering: Confer regarding technology and its supportability, etc. for customers.

• Product Manager: Look at trends in managed IT service space.

Other Accountabilities

• Attend meetings as required.

• Adhere to Clients Engineering and Architecture standards and industry best practices

• Provide 24x7 support of customers and customer operating system infrastructure, up to and including on-call rotation.

• Education and Experience Requirements

Must Haves

• Bachelor s degree in related field and 7-10 years of system engineering experience or commensurate

• (at least 10 years) experience

• Experience with specified OS systems (Linux and/or Windows) and virtualization tools/technologies

• (VMware) only OS or systems virtualization technology

• General Microsoft Office and Visio experience

• Linux/Unix RHCE / SCSA / SCNA / LPIC

• Microsoft Certified Solutions Expert (MCSE)

• Microsoft Certified IT Professional (MCITP)

• VCP, VCAP certification