Lead Enterprise Systems Engineer

About the Role

Under the supervision of the Chief Technology Officer, the Lead Enterprise Systems Engineer analyzes, plans, implements, maintains, troubleshoots, and enhances large complex systems. This role has technical ownership and establishes standards for core infrastructure technologies including Active Directory, DNS, DHCP, load balancing, clustering, SAN storage, hypervisors, physical and virtual servers, cloud platforms, telecommunication systems, and contact center platforms.

Responsibilities

• Provide overall vision and direction for a specific area of Northwest’s technical infrastructure.
• Assist with planning, organizing, directing, prioritizing, and evaluating workloads for team members.
• Lead, mentor, and provide opportunities for team members’ education and advancement.
• Liaise with and provide training and support to the team on complex technical issues.
• Complete projects by coordinating resources and timetables with staff members.
• Ensure policies and procedures for the proper operation of all systems and platforms are followed.
• Meet with manager to plan and discuss projects, work efforts, support issues, and timelines.
• Perform analytical, technical, and administrative work in the planning, design, installation, documentation, and administration of infrastructure solutions.
• Lead day-to-day operational support for core server and tier 3 application infrastructures.
• Design, build, patch, test (check for compatibility issues, conduct QA), and deploy systems and platforms meeting customers’ needs and specifications.
• Coordinate testing and application of ongoing software patches or upgrades.
• Lead in planning and implementing changes to infrastructure with the goal of enhancing performance, resiliency, and efficiency.
• Create and maintain documentation (diagrams, procedures, etc.) for enterprise server topologies and system or application configurations.
• Lead the configuration and maintenance of core Enterprise Applications, including lending systems, teller systems, enterprise content management, communication and contact center platforms, etc.
• Perform complex software and operating system upgrades, storage and server implementations, data migration, and disaster recovery operations.
• Configure security settings or access permissions for groups and individuals.
• Provide technical support to other technicians, engineers, administrators, or users by troubleshooting complex problems related to server or platform functionality and performance.
• Design and configure monitoring for systems and applications.
• Propose modifications to Knowledge Management System processes and procedures for the Support Services team.
• Work with business applications owners, vendors, consultants, contractors, and IT personnel.
• Manage vendors performing activities on behalf of Information Systems.
• Keep management informed of critical customer-facing issues and ETAs to resolution.
• Assist in budget preparation, cost analysis, and long-range planning, including proactively assessing needs and providing recommendations.
• Adhere to infrastructure and applications security procedures.
• Work periodic nights and weekends.
• Ensure compliance with Northwest’s policies and procedures, and Federal/State regulations.
• Navigate Microsoft Office Software, computer applications, and department-specific software to maximize efficiency.
• Work as part of a team and with on-site equipment.
• Participate in ongoing training and attend annual training or conference work in area(s) of expertise.
• Abide by the rules of the safety and loss prevention program, perform work tasks safely, and report injuries to supervisor.

Requirements

• Technical Degree in Infrastructure Engineering or related field, or Bachelor's Degree in Infrastructure Engineering or related field, or more than 15 years of Infrastructure Engineering experience.

Skills

• Ability to establish effective working relationships among team members and participate in problem-solving and decision-making.
• Ability to present and express ideas clearly and concisely, both orally and in writing.
• Active listening skills to achieve understanding and facilitate open exchange of ideas.
• Ability to establish courses of action, develop tracking systems, and effectively manage time and information.
• Strong decision-making skills, including good judgment in ambiguous situations.
• Knowledge of Windows Server and Desktop Operating Systems on physical and virtual servers; Linux is a plus.
• Knowledge of network protocols across LAN/WAN/VPN.
• Server engineers should have expertise in core infrastructure technologies: Active Directory, DNS, DHCP, LDAP, Kerberos, Group Policy, DFS, File Shares, IIS, Hyper-V, cloud technologies (Azure, Office 365, AWS), SAN storage, load balancing, clustering, and messaging platforms (Exchange, Lync, Skype, Teams).
• Telecom engineers should have working knowledge of Avaya telecommunication systems and contact center platforms, including Workforce Optimization, Elite Multichannel, IVR/voice banking, etc.
• Ability and initiative to learn and research new concepts, ideas, and technologies quickly.
• Ability to train and teach others.
• Ability to facilitate meetings and follow up on resulting action items.
• Ability to support applications that span the entire enterprise.
• Demonstrated technical ownership, leadership, and authority in area(s) of expertise.

Qualifications

• COMPTIA Certification upon hire, or
• Microsoft Certification upon hire, or
• Avaya Certification upon hire, or
• ITIL Fundamentals upon hire, or
• Vendor-specific certifications relevant to the role upon hire.