Infrastructure Engineer II

SUMMARY:

The Infrastructure Engineer II role is responsible for the operations of secure and highly available computing platforms, servers, and networks. This role is responsible for installing, maintaining, upgrading, and continuously improving the Company’s operating environment while maintaining the ongoing reliability, performance and support of the infrastructure. This includes monitoring the operating environments, responding to incidents, problems, supporting On-Call responsibilities and planning for growth. 

Infrastructure Engineers deploy the release of new technologies as well as design, install, configure, maintain, and perform testing of server operating systems, networks, and related utilities and hardware. Additionally, this role’s responsibilities include troubleshooting problems as reported by users, supporting Web access and maintaining a secure systems environment. 

GENERAL RESPONSIBILITIES/TASKS:

• May act as a technical project leader or provide work leadership for lower level employees.
• Participates in and may lead groups/committees related to processes, standards and best practices.
• Mentors and accepts trouble reports from operations and less experienced technical support personnel.
• Plans for the replacement of obsolete resources that comprise computer infrastructure. 
• Recommends new software and hardware that provide new features/functions and prepares documentation to support recommendation of new software/hardware.
• Coordinates and schedules initial installation of new equipment or reinstallation of relocated equipment.
• Maintains an up-to-date technical and practical knowledge and understanding of system testing and analysis.
• Ensures security among data management and associated processes, including adhering to data retention policies, file systems and data transfers
• Ensures maintenance and support agreements are in place with the vendor and licensing is up to date.
• Build, support and maintain the protection of company data and systems through the use of security solutions, backups, redundancy and disaster recovery solutions.
• Perform installation, maintenance and support of system software, hardware and infrastructure for moderately complex projects.
• Management of asset lifecycle process through planning and forecasting, including recommendation for replacement of obsolete or end-of-life resources as needed.
• Interacts with external vendors to evaluate technology changes, including licensing and contracts, and their impact on the business.
• Investigates and analyzes resource utilization and prepares reports and metrics, making appropriate changes to optimize the infrastructure and provide the highest possible level of performance and security. 
• Recommends improvements and changes to methods and procedures.
• Partnering with internal business client(s) and have a clear understanding of the context of the application and its usage to ensure successful implementation.
• Research and plan implementation of middleware upgrades, security patches and bug fixes.
• Assist the development staff as the technical lead for development, test and production environments. 
• Responsible for technical recovery plans and lead disaster recovery planning and exercises.
• Produce periodic reports for management and staff.
• Serve as a point of contact for middleware applications and manage vendor relationships.
• Understanding of middleware infrastructure security-based tools available within in multi-cloud infrastructure.
• Follow industry best practices for maintaining multi-cloud workloads.
• Leverage automation tools to script configuration changes that modify/update the workload ecosystems through automation.
• Understanding of network security-based tools available within in multi-cloud infrastructure.
• Serves as a technical leader in the initial installation and configuration of off the shelf enterprise-level applications and provide supporting documentation during hand-off.
• Provides some scripting (Windows / Unix) as needed.
• Develops and maintains technical documentation for supported infrastructure and applications (implementation design documents, support activities, etc.).
• Identifies, tracks, resolves, responds and raises awareness of complex application and data issues.
• Provides 24x7 support as needed during on-call rotation

This position description identifies the responsibilities and tasks typically associated with the performance of the position.  Other relevant essential functions may be required.

EMPLOYMENT QUALIFICATIONS:

EDUCATION OR EQUIVALENT EXPERIENCE:   

Bachelor's degree in computer science, information technology, or related field required. Certification or progress toward certification of, industry-recognized professional designation preferred and encouraged. Combinations of relevant education and work experience may be considered in lieu of a degree. Continuous learning, as defined by Company’s learning philosophy, is required. 

EXPERIENCE: 

5 years’ experience within an IT environment which provides the necessary skills, knowledge and abilities. One-year relevant experience supporting personal computers in a multi-site, multi-platform environment as well as telephone support of remote staff preferred. Experience within the insurance industry highly preferred.

General SKILLS/KNOWLEDGE/ABILITIES (SKA) REQUIRED:

• Exceptional customer support with proven track record of positive outcomes.
• Consistent and proficient demonstration of required job SKA which exceed standard job expectations.
• Consistent and proficient demonstration of troubleshooting that demonstrates a comprehensive and holistic understanding of systems integration.
• Recognized as a technically credible role model.
• Demonstrated ability to mentor and coach others with less experience.
• Knowledge of applications and platforms including: Microsoft Active Directory, Microsoft Office 365, DNS servers, DHCP servers, RHEL Operating Systems, Windows Operating Systems and automation tools
• Considerable knowledge of, and the ability to practically apply, necessary testing, practices and procedures.
• Knowledge of IT system installation, configuration, and maintenance.
• Strong software Development Life Cycle principles, processes, tools, and techniques.
• Knowledge of performance measuring and monitoring of IT systems.
• Ability to apply the principles of independent logical thinking to define problems, collect data, establish facts and draw valid conclusions.
• Ability to comprehend the consequences of various problem situations and to refer them for appropriate decision-making. 
• Ability to handle multiple priorities, establish workflows, and meet necessary deadlines.
• Ability to work with minimum supervision.
• Excellent oral and written communication skills.
• Ability to communicate factual and technical information with customers clearly and concisely.
• Ability to effectively exchange information clearly and concisely and to present ideas, report facts and other information and respond to questions as appropriate.
• Ability to maintain confidentiality.
• Ability to work varying hours, including evenings, weekends and holidays as required in on-call schedule.
• Ability and proficiency in the use of computers and company standard software.
• Must be able to work collaboratively as well as independently.
• Advanced knowledge of IT systems, including networking, server, storage and applications.
• Ability to document and develop standard operating procedures for day to day activities.

• Working knowledge implementing, migrating, and upgrading several middleware application platforms.

   

WORKING CONDITIONS: 

Work is performed in an office setting.  May be exposed to temperatures, which may be cooler than a normal office setting.  Hazards: Possible injury in working with electronic equipment.  Must follow safety and security procedures.  Travel may be required.

The qualifications listed above are intended to represent the minimum education, experience, skills, knowledge and ability levels associated with performing the duties and responsibilities contained in this job description. 

 PAY RANGE: 

“Actual compensation decision relies on the consideration of internal equity, candidate’s skills and professional experience, geographic location, market and other potential factors. It is not standard practice for an offer to be at or near the top of the range, and therefore a reasonable estimate for this role is between $64,900 and $147,250.”

 We are an Equal Opportunity Employer. We will not tolerate discrimination or harassment in any form. Candidates for the position stated above are hired on an "at will" basis.  Nothing herein is intended to create a contract. 

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Accident Fund Insurance Company of America