Senior Infrastructure Engineer

Harvard Partners Trusted IT Advisors•Boston, MA

21h

About The Position

The Senior Infrastructure Engineer collaborates with Solutions Engineering, Infrastructure Operations, and Infrastructure Service Management teams to design and build infrastructure solutions and blueprints for their area of responsibility. The role also develops repeatable patterns (build-kits) to improve deployment times for non-production and production environments, and transitions knowledge to Infrastructure Operations. The engineer contributes technical expertise in infrastructure technologies, automation, operational readiness, and new technology pilots. The role helps ensure infrastructure products are integrated and operationally viable, coordinates infrastructure builds and issue resolution with onshore and offshore teams, and participates in third-line support for the technology area.

Requirements

Strong networking fundamentals and advanced understanding of TCP/IP protocols.
Experience with routing, switching, QoS, NAT, DNS, DHCP, and firewalls.
Ability to perform packet captures and protocol-level troubleshooting using Wireshark or similar tools.
Strong root-cause analysis capabilities across network, voice, and application layers.
Expert understanding of SIP fundamentals and SIP protocol architecture.
Strong knowledge of SIP RFC standards and specifications.
Deep understanding of SIP requests and responses, message structure and headers, call setup and teardown flows, registration flows, and SIP trunk integrations.
Knowledge of SIP troubleshooting methodologies and ability to analyze SIP traces and resolve complex call-routing issues.
Experience with Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, Cisco IM & Presence, Cisco Jabber, and Cisco Expressway.
Experience with Oracle SBC / Oracle Session Router and Cisco CUBE.
Experience with Cisco CVP and Cisco UCCE.
Ability to understand and troubleshoot end-to-end contact center call flows.
Experience with IVR design concepts and call-routing strategies.
Knowledge of infrastructure automation, operations management, ITIL v3, and IT standards, procedures, and policies.
Ability to simplify and standardize complex concepts and processes.
Understanding of business priorities, industry trends, and markets.
Oral and written communication skills.
Problem-solving and analytical skills, tools, and techniques.
Supplier management skills.
Ability to prioritize and make trade-off decisions.
Ability to drive cross-functional execution.
Adaptability and ability to introduce and manage change.
Teamwork and collaboration skills.
Organized and detail-oriented approach.

Responsibilities

Participate in the design, development, and implementation of end-to-end infrastructure solutions and blueprints as part of a cross-functional team, including service targets and cost models.
Provide technical depth in the installation, configuration, administration, and operations of technologies in the area of responsibility.
Work with Automation Engineering on infrastructure automation projects and maintain and update existing automation solutions to improve provisioning times for IT environments.
Participate in developing documentation for Operational Readiness activities as part of a cross-functional team.
Design and build pilot solutions using new technologies and implement new product features and enhancements.
Ensure integration and operational viability for infrastructure products in the area of responsibility.
Coordinate with onshore and offshore teams to drive infrastructure builds and resolve issues.
Participate in third-line support for the technology area.
Collaborate with Solutions Engineering, Infrastructure Operations, and Infrastructure Service Management teams.
Develop repeatable patterns (build-kits) to improve deployment times for non-production and production environments, and transition knowledge to Infrastructure Operations.