• Primary monitoring and escalation point for identification, troubleshooting and resolution of events affecting customer production environments.
• Monitoring and escalation of critical application as per the SOW.
• Generate and publish Application performance report
• Provide notification to customers and the service teams for Severity 1 events.

• Ownership of Severity Level 1 communications bridge handling the entire life cycle of the ticket to resolution.
• Central point of contact for technical support teams including status updates for on-going incidents/events.
• Must have aptitude and attitude to learn / work on new technologies.
• Should be willing to work in shifts 24x7.

• Create, update and document system processes and tasks as required.
• Work closely with network engineers, systems administrators and software engineers regarding technology and hardware upgrades.
• Work Closely with Wireless technology groups
• Cisco IOS and APIC

• Juniper JUNOS
• Palo Alto firewalls
• Wireless technology ( Cisco , Aruba , Juniper Mist , Meraki)
• SDN Technology ( SDWAN , NSX or Similar)

• Layer 2 and 3 network concepts
• Routing protocols, OSPF and BGP
• Troubleshooting connectivity issues
• WAN networking concepts

• Network documentation
• IT Service Management applications
• Monitoring Tools & automation concepts

• Keep current with the latest Windows Security related technologies and proactively identify those we should consider

• Conduct POC’s, design proposed architecture, plan the implementation, and write documentation.

• Serve on a team of resident experts in the Microsoft desktop operating system discipline who diligently interface with other engineering groups to ensure continued relevance of the technical solutions.

• Troubleshoot security related issues escalated from Operational Engineering and recommend and develop solutions that can proactively be deployed

• Raise and represent change requests in Service Now and represent team in change related meeting

HIGH LEVEL ROLE RESPONSIBILITIES:

• Experience collaborating between Windows Desktop, Server and Information Security teams.
• Driving the agreement and implementation of security mandates

• Experience balancing risk to the business functions with security risks

• 5+ years prior experience in a Desktop Engineering role

• 7+ years’ experience in working in IT services organization

• 3 years working in a Financial Services environment

• 5+ years of demonstrable and hands experience with endpoint security technologies

• Demonstrate proven expertise with all aspects of Google Cloud Architecture. Must be an architect.

• Demonstrate proven expertise in building out Google Cloud Infrastructure from scratch.

• Demonstrate proven expertise with Terraform, Automation Tools, Docker, Kubernetes.

• Demonstrate experience troubleshooting infrastructure issues with Google Cloud.

• Demonstrate proven expertise in analyzing and rearchitecting / fine tuning environment, improving security posture of environment.

• Demonstrate extensive focus with automation.

• Experience with Golang Development.

• Writing / Consuming API's.

• Demonstrate exceptional spoken and written communication abilities.

• Must be self driven, analyze environment, build case studies and be a trusted advisor for the customer.

• Must demonstrate sufficient expertise across all areas to face off with architects at customer end.

• Troubleshoots complex problems with existing or newly-developed software by both product behavior and reading code.

• Operate within an Agile Development environment and apply the methodologies.

• Active participation in Scrum Team activities (including grooming, estimating, and pointing).

• Communicate professionally with stakeholders

• Work as part of a team to design, develop, execute, and maintain manual and automated test scripts

• Mentor junior team members

• Datacenter Facilities Engineering – Responsibilities include the overall management of the engineering and design of the power, space, and cooling aspects of the remote data centers.

• Responsibilities include but are not limited to managing the design / engineering of the remote data centers and the standards by which the facility infrastructure supporting these IT rooms are to be operated and maintained with the support of local site facility teams.
• Direct the coordination of local site facility teams and suppliers to support the operation of this critical infrastructure in alignment with NCHC IT Room Specifications.
• Individual will manage and back up the role of the Senior Specialist having engineering responsibilities supporting remote data centers.
• Responsibilities will include maintaining the IT Specifications by which the remote data centers are to be designed, engineered, and operated under.

• These specifications are to provide the engineering solutions that deliver both reliability and availability required to achieve continuous operation of the facility infrastructure supporting critical IT environments.
• The responsibilities also include managing capital plans and forecasting future requirements to support evolving information technology solutions being developed to support this industry.
• The position requires having an in-depth knowledge of the electrical & mechanical infrastructure that is required to support remote data center environments.
• Evaluating electrical & mechanical systems supporting a data center environment, which include but are not limited to, understanding IT hardware requirements and technologies, delivering solutions that provide 100% uptime, and are operationally concurrently maintainable. Provide cost-effective data center solutions that meet the requirements of the NCHC business.

• Provide the standards by which electrical and mechanical systems in a critical infrastructure environment are to be operated and maintained. Having an in-depth knowledge of the overall data center environment that spans across the facility, raised floor, and structured cabling infrastructure.
• Having and applying a diversified knowledge of engineering principles and practices to a broad variety of engineering solutions and deployments. Participate in remote data center audits, as required, for the facility infrastructure that is conducted by both internal and external entities.
• Datacenter Facilities Operations – Responsibilities include supporting all remote site data centers (non-EDC), interfacing with local site IT Staff, operations supplier(s), and onsite facility organizations. Manage regionally the third-party supplier responsible for operational support, Feet on the Street activities, at the remote data center sites.
• The position has ownership/responsibility for L2 Incidents, problems and change management activities for the remote site data centers.

• Provide technical expertise for root cause analysis and remediation recommendations when necessary. Investigate incidents involving failures and or interruptions of the IT infrastructure at the remote sites and oversee the resolution and preventative actions to mitigate future occurrences.
• Support implementations of IT project deployment activities including support for capacity planning and deployments associated with integrated Manufacturing/logistics / Lab system application (MLL) deployments. Position requires managing the deployment and decommission processes working with NCHC Technology Services deployment teams.
• Participating in problem, change and incident management issues related to remote data centers issues.
• Driving compliance/adherence activities to achieve standardization across all regions. Maintaining and updating policies and standard operating procedures in conjunction with other regional peers. Ensuring CMDB linkages and maps are accurate and up to date for IT hardware in managed data centers.

• Communicate monthly operational statistics and service level performance of operations supplier.
• Monitor remote data center capacity dashboards related to power, cooling, space; analyze need to remediate any capacity issues and bring recommendations to Manager of Data Center Engineering for engineering considerations.
• Provide direction to local facility organizations in achieving alignment of the remote data centers with IT Room Specifications.