IT Systems Administrator, Expert

PG&E•Oakland, CA

1d•Hybrid

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. The role maintains the availability, reliability, performance, security, and operational health of business-critical infrastructure services, and monitors service health, capacity, utilization, incidents, vulnerabilities, patching, lifecycle status, and operational risks to ensure services meet business, cybersecurity, and compliance requirements. The position provides technical oversight and direction to Managed Service Provider teams responsible for day-to-day infrastructure operations. It monitors service delivery against SLAs, KPIs, operational standards, and contractual commitments, and identifies, escalates, and remediates performance gaps. The role serves as a senior escalation point for complex and high-impact incidents, coordinates cross-functional troubleshooting and service restoration, and ensures root-cause analysis and permanent corrective actions are completed. It also develops and 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.
IT-Information Technology experience.
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 delivery aligns with defined responsibilities, procedures, support models, and contractual commitments.
Monitor SLA and KPI performance, including 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, 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 corrective and preventive actions.
Provide operational support and technical oversight for Azure Local platform health, capacity, performance, monitoring, patching, lifecycle management, resiliency, and incident resolution.
Provide operational support and oversight for AWS public cloud services and 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.
Act 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 proactively identify availability, performance, capacity, security, and reliability risks.
Oversee operational activities related to 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 support coverage.
Identify opportunities to improve operational efficiency through automation, monitoring, standardization, elimination of recurring issues, and reduction of manual processes.
Keep operational documentation, support procedures, escalation paths, recovery procedures, knowledge articles, and runbooks accurate and current.
Work 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.