Lead Infrastructure Engineer

Truist Financial • Raleigh, NC

114d

About The Position

The Lead Infrastructure Engineer will perform problem tracking, diagnosis and root-cause analysis, replication, troubleshooting, and resolution for complex issues. In this capacity, the engineer will perform programming and debugging activities. The role requires responding to issues in a timely manner by receiving and investigating incidents or service tickets. The engineer will analyze and observe trends with technical issues and develop recommendations for long-term improvements. Documentation of all relevant end-user interactions and steps taken to resolve incidents is essential. The engineer will communicate the status of issue resolution to internal customers and engage and manage outside vendors. The position requires applying in-depth knowledge of application support and an understanding of best practices. The engineer will lead moderately complex projects and participate in larger, more complex initiatives, solving complex technical and operational problems and acting as a resource for teammates with less experience.

Requirements

• Must have Bachelor's degree in Computer Science, Computer Engineering, CIS or related technical field plus 5 years of progressive experience in development or application support positions.
• In-depth knowledge in information systems and ability to identify, apply, and implement best practices.
• Understanding of key business processes and competitive strategies related to the IT function.
• Planning and managing projects.
• ServiceNow Development and Administration including Javascript, Script Includes, Workflows, UI Actions and Policies, and Automated Test framework (ATF).
• ServiceNow functionality areas, including Incident, Problem, Change, Asset Management, CMDB, Service Request Management (Catalog items), Service Portal, SLAs, Knowledge Management.
• Working with HPALM.
• In the alternative, employer will accept a Master's degree in Computer Science, Computer Engineering, CIS or related technical field plus 3 years of experience in development or application support positions.

Responsibilities

• Perform problem tracking, diagnosis and root-cause analysis, replication, troubleshooting, and resolution for complex issues.
• Respond to issues in a timely manner by receiving and investigating incidents or service tickets.
• Analyze and observe trends with technical issues and develop recommendations for long-term improvements.
• Document all relevant end-user interactions and steps taken to resolve incidents.
• Communicate status of issue resolution to internal customers.
• Engage and manage outside vendors.
• Apply in-depth knowledge of application support and an understanding of best practices.
• Lead moderately complex projects and participate in larger, more complex initiatives.
• Solve complex technical and operational problems.
• Act as a resource for teammates with less experience.

Benefits

• Medical, dental, vision, life insurance, disability, accidental death and dismemberment.
• Tax-preferred savings accounts.
• 401k plan.
• No less than 10 days of vacation during the first year of employment.
• 10 sick days.
• Paid holidays.
• Defined benefit pension plan, restricted stock units, and/or a deferred compensation plan may be available.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Credit Intermediation and Related Activities
• Education Level: Bachelor's degree