IT Systems Administrator, Expert
About The Position
Provides senior-level operational support and technical leadership for enterprise hybrid cloud operations, public cloud operations, and virtualization, with a focus on Azure Local, AWS public cloud operations, Windows 365 Cloud PC, VMware, and Citrix VDI. Maintains the availability, reliability, performance, security, and operational health of business-critical infrastructure services, monitoring service health, capacity, utilization, incidents, vulnerabilities, patching, lifecycle status, and operational risks to meet business, cybersecurity, and compliance requirements. Provides technical oversight and direction to Managed Service Provider teams responsible for day-to-day infrastructure operations. Monitors service delivery against Service Level Agreements, Key Performance Indicators, operational standards, and contractual commitments, ensuring performance gaps are identified, escalated, and remediated. Acts as a senior escalation point for complex and high-impact incidents, coordinating cross-functional troubleshooting and service restoration and ensuring root-cause analysis and permanent corrective actions are completed. Improves operational procedures, automation, monitoring, and service management practices to increase reliability and reduce operational risk. This is a hybrid position based from a remote office in Oakland, California, approximately one day per week or more depending on business needs or company requirements.
Requirements
- Bachelor’s degree in computer science or a job-related discipline, or equivalent experience.
- Seven years of job-related experience in infrastructure operations.
Nice To Haves
- Master’s degree in business administration or a job-related discipline, or equivalent experience.
- Consulting experience.
- Job-related experience at PG&E.
- Leadership experience in IT-Information Technology.
- Utility industry experience.
Responsibilities
- Serve as the technical and operational expert for Azure Local, AWS public cloud, Windows 365 Cloud PC, VMware, and Citrix VDI environments.
- Maintain the availability, reliability, performance, security, and operational health of enterprise hybrid cloud, public cloud, and virtualization services.
- Provide operational oversight of Managed Service Provider teams, ensuring services follow defined responsibilities, procedures, support models, and contractual commitments.
- Monitor and manage SLA and KPI performance, including service availability, incident response and resolution, request fulfillment, patching, vulnerability remediation, change success, problem management, and operational backlog.
- Conduct regular service reviews with Managed Service Providers to evaluate performance, identify service gaps and recurring issues, establish corrective actions, and track commitments through completion.
- Hold service providers accountable for timely incident resolution, effective escalation, accurate documentation, root-cause analysis, and completion of corrective and preventive actions.
- Provide operational support and technical oversight for Azure Local, including platform health, capacity, performance, monitoring, patching, lifecycle management, resiliency, and incident resolution.
- Provide operational support and oversight for AWS public cloud services, including related infrastructure services.
- Support Windows 365 Cloud PC operations, including service health, provisioning issues, user connectivity, performance, security, capacity, and incident resolution.
- Maintain sufficient knowledge of VMware vSphere/vCenter and Citrix Virtual Apps and Desktops to provide technical oversight, troubleshoot complex issues, manage escalations, and support production services.
- Serve as a senior escalation point for major incidents and complex operational issues, coordinating internal teams, Managed Service Providers, cloud providers, and technology vendors through service restoration.
- Participate in Major Incident Management and Problem Management, ensuring significant or recurring incidents receive root-cause analysis and permanent corrective actions.
- Review platform monitoring and operational metrics to identify availability, performance, capacity, security, or reliability risks before they cause significant business impact.
- Oversee operational activities associated with patching, vulnerability remediation, lifecycle management, configuration compliance, backup and recovery, and disaster recovery readiness.
- Support Change Management by reviewing higher-risk infrastructure changes for operational readiness, implementation planning, validation, rollback capability, dependencies, and appropriate support coverage.
- Identify opportunities to improve operational efficiency through automation, monitoring, standardization, elimination of recurring issues, and reduction of manual processes.
- Ensure operational documentation, support procedures, escalation paths, recovery procedures, knowledge articles, and runbooks remain accurate and current.
- Work directly with Microsoft, AWS, VMware, Citrix, Managed Service Providers, and other technology vendors to manage technical escalations and resolve service-impacting issues.
- Provide technical leadership, coaching, and guidance to internal resources and Managed Service Provider personnel.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
