at Apex Systems in Bolingbrook, Illinois, United States
Job Description
DescriptionPOSITION SUMMARY:
The Senior IT Infrastructure Engineer plays a critical role in engineering, design, maintenance, installation, and troubleshooting of compute and storage devices that make up private cloud across multiple data centers infrastructure.
CORE JOB RESPONSIBILITIES:
- Incident Management: Manages the prioritization and diagnosis of incidents according to agreed procedures. Investigates causes of incidents and seeks resolution. Manages the escalation of unresolved incidents. Coordinates recovery, following resolution of incidents. Manages the documentation and closure of resolved incidents according to agreed procedures.
- Problem Management: Ensures that appropriate action is taken to anticipate, investigate and resolve problems in systems and services. Ensures that such problems are fully documented within the relevant reporting system(s). Leads the development of problem solutions. Coordinates the implementation of agreed remedies and preventative measures. Evaluates patterns and trends.
- Change Management: Develops implementation plans for complex requests for change. Evaluates risks to the integrity of service environment inherent in proposed implementations (including availability, performance, security and compliance of the business services impacted). Seeks authority for those activities, reviews the effectiveness of change implementation, suggests improvement to organizational procedures governing change management. Leads the assessment, analysis, development, documentation and implementation of changes based on requests for change.
- Project Management: Defines, documents and carries out small projects. Carries out project approach with stakeholders, and prepares realistic plans (including quality, risk and communications plans) and documents activities against the project schedule, liaising with stakeholders as appropriate.
- Systems Integration: Designs and builds integration components and interfaces. Leads practical integration work under the technical direction of the system /service designer. Contributes to the overall design of the service and assesses the technical criteria for product or component selection.
- Business Process Improvement: Analyzes business processes; identifies alternative solutions, documents feasibility and recommends new approaches. Contributes to evaluating the factors which must be addressed in the change program. Helps establish requirements for the implementation of changes in the business process.
- Capacity Planning: Develops and maintainsstandards and procedures for service component capacity management. Pro-activelyreviewsinformation in conjunction with service level agreements to identify any capacity issues and specifies any required changes.
- Customer Service Support: Liaises as the routine contact point, receiving and handling requests for support. Contributes to creation of support documentation.
