Systems Engineer III

Immediate Supervisor: Director of Systems Engineering
Description: The Systems Engineer III role is to ensure the stability, integrity, and efficient operation of the client IT systems that support core organizational functions. This is achieved by monitoring, maintaining, supporting, and optimizing all networked software and associated operating systems. The Systems Engineer will apply proven communication, analytical, and problem-solving skills to help identify, communicate, and resolve issues to maximize the benefit of IT systems investments.

Essential Duties

  • Technical Strategy –Act as principal in setting the IT direction for the client in the TC or TCC (TC/C) programs.
    • Client Road Maps (quarterly): Work with Account Manager and Director of Systems Engineering to maintain client road map timelines.
    • Client Strategy / Steering Committee Meetings (Weekly/Monthly/Quarterly): Attend periodic meetings alongside the Account Manager and provide technical expertise as it pertains to current client initiatives.
    • Lead/Manage: Lead, Manage, and be Accountable for specific initiatives and projects as a Subject Matter Expert. Work with DevOps to integrate new technologies into Systems Engineer responsibility stack.
  • Projects– Act as principal technical resource for delivering new technologies to clients inside the Total Care umbrella of services.
    • TC /C Onboarding or Re-TC/C Projects
        • TCC Core: Discover and document client organizational structure including roles/permissions, sites, departments, group policies, data mediums and governance. Work with DevOps team to develop migration strategy to install in TC/C environment.
        • Line of Business Applications: Provide resource requirements to DevOps team and deploy on provided servers.

       

  • Client initiated projects
    • Provide Scope of Work (SOW) to Account Management for client approval.
    • Work with Project Coordinator to deploy new project in client environment.
  • Proactive Maintenance
    • Backup QA (monthly): Perform monthly testing of individual systems and report findings to DevOps team and client post remediation.
    • Performance QA (quarterly): Work with DevOps team to develop a baseline of performance during Onboarding. Test and report findings. Develop remediation plans if necessary.
    • Systems QA: Core TC/C system patching will be primarily performed by the DevOps team except for the line of business applications.
      • TC/C Core (monthly): Work with DevOps team and client to establish patching windows for Servers (NOC and On-Premises) and Workstations. Provide exemptions to DevOps team for patches not to be installed on Servers and Workstations due to conflicts.
      • LOB Applications (sporadic): Discover and install new LOB patches in coordination with client and DevOps team to ensure proper restore capabilities.
  • Vendor Management – Work on behalf of client with Account Manager and Response Team to oversee technology related vendors (ISP, Phone System, LOB manufacturer/partner) when issues occur.
  • Response
    • Escalation and Remediation: Act as escalation to Response Team (Support Center) for incident type tickets after initial resources attempted remedies.
    • Reporting and Analysis: Work with Support Center to provide oversight into incident type tickets to discover problem trends and training opportunities at clients.
  • Client Training
    • Work with Account Manager to conduct security testing/briefings, lunch and learns, and client requested training opportunities.

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