ITS Sr Engineer III / IS Systems Engineering

Hartford HealthCare•Farmington, CT

About The Position

Under the direction of the Systems Engineering Manager this Tier III senior level position focuses on design, implementation, support, and management of complex IT systems over their lifecycle. The Senior Engineer Level III is the final escalation point within the Technical Support Organization. Technical issues that cannot be resolved by levels 1 & 2 support staff are escalated to the Level III Senior Engineer. This role is capable of troubleshooting and resolving the most difficult and complicated issues. This position works closely with Engineers, Administrators, Field Support, Development and Service Desk. Part of a talented team of architects, engineers, and administrators delivering mission critical infrastructure ensuring the highest levels of availability, performance, and security. Fast-paced environment is largely virtualized, scalable architecture, supporting the entire enterprise consisting of over 3,000 Windows servers. This challenging position will present complex problems and requires a highly skilled Engineer able to operate independently as well as within a team. Ideal candidate will demonstrate technical leadership and subject matter expertise across several diverse competencies including networking, virtualization, storage, enterprise system solutions, and ability to translate technical product and architecture to all levels. Possess strong ability and knowledge to create strategies and plans for integration of multiple IT systems/subsystems into an operational unit, ensuring full functional and performance capabilities are retained. Contributes to RFPs, RFQs, RFIs, TCOs, ROIs, Best Practices, and process/procedure.

Requirements

Bachelor’s degree and a minimum of 5 years’ experience. Eight (8) plus years experience in relevant enterprise role is highly desired.
Knowledge of LAN, WAN and other enterprise technologies
Excellent written communication and verbal skills, as well as strong listening skills.
Possesses strong customer relation skills.
Ability to handle multiple priorities.
Must speak fluent English
Perform in an effective and timely manner all the tasks required.
Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts and drawing valid conclusions.
Represent HHC in a professional manner, especially when providing on-site support.
Methodically resolve the more difficult and complex production issues reported by customers and partners.
Familiarity with project management
Participate in weekly 24/7 on-call and monthly downtime rotation to support new and existing applications across multiple HealthCare facilities.
Ability to explain complex technical issues in a way that non-technical people may understand
Time management and prioritization
Ability to communicate effectively, develop successful relationships with coworkers and management at all levels within the organization. Ability to work effectively and professionally under pressure.
Strong critical thinking skills, ability to develop alternative solutions to a posed problem or conflict; ability to independently plan, organize, develop, prioritize, and execute decisions.
High degree of accuracy, efficiency, and dependability in a fast-paced environment; strong organizational and time management skills. Ability to work independently, manages priorities, and meets deadlines.
Ability to use personal computer and related software; including knowledge of Microsoft Office products.
Ability to maintain confidentiality, exercise discretion and sound judgment.
Ability to travel as required.
Working knowledge of general information technology policies and procedures.
Ability to maintain records and filing systems
Ability to multi-task
Ability to work independently
Process improvement and quality skills
Project management skills
Ability to lift 50 lbs
Gross motor function; both hand, both feet
Fine motor function; both hands
Ability to bend, squat, reach, lift, carry, push, pull

Nice To Haves

Natural leader & mentor
Excels in “grey areas”, succeeds in complicated political and technical situations
Thrives in high energy/ fast paced environments and projects
Ability to work effectively and build relationships with all levels of personnel, customers, suppliers, consultants - both internally and externally
Exceptional written and oral communication skills
Ability to manage multiple tasks simultaneously
Ability and drive to deliver on time, while working in a semi-autonomous environment
Ability to create and communicate an accurate schedule
Willingness to learn to work with the tools and solutions selected by the team
Insatiable curiosity to understand and improve the state of the art
Converged and hyper-converged technologies
VMWare Virtualization including VDI, vROPs, vRA, vSAN,
Extensive knowledge of Microsoft server products and applications, Active Directory, Group Policy, LDAP, ADFS, DNS, DHCP
Deployment and management of Citrix XenApp, NetScaler, StoreFront, Web Interface, and associated environments
Epic Healthcare software and systems
Two (2) factor authentication solutions such as RSA or Imprivata
Load Balancing such as F5 or Netscaler
Enterprise Antivirus solutions such as McAfee and Symantec
Windows OS Patching
Root Cause analysis and resolution
Wireshark network packet captures and analysis
Microsoft Exchange and Lync
SSL and Certificates
Powershell scripting
Storage and fileshares including DFS, SMB, CIF
Healthcare experience preferred

Responsibilities

The escalation point for issues being escalated from Level 1 & 2 support staff
Responsible for reproducing / confirming system defects and reporting such defects to the appropriate teams
Provide training to Level I and II support and act as a mentor to junior support engineers.
Provide “on-site” support to HHC customers as needed.
Act as a back–up for Level II Senior Engineers.
Provide after-hours coverage as part of an on-call rotation schedule for SLA support as needed.
Work continuously to increase Level II Engineer knowledge by reviewing escalated cases on a weekly basis.
Create technical bulletins to serve as a job aid and expand the knowledge base for handling support issues.
Ensure that all actions pertaining to issues escalated from Level I or II Support are documented in the ticketing system.
Ensure that all Engineers are informed and current of all enhancements/ latest releases and sharing that information with the organization.
Promotion of shared infrastructure and applications to reduce costs and improve information flows. Ensure that projects do not duplicate functionality or diverge from each other and business and IT strategies.
Build employee knowledge and skills in specific areas of expertise
The Systems Engineer will be an active member of the IT Change Advisory Board, the IT Configuration Control Board, and the IT Incident Review Board.