Service Engineer includes roles that design, architect and/or optimize the strategies, planning and designs, for new and/or existing services (integrated and scalable, end-to-end systems, networks, and platforms). Key impact areas include: strategy and planning (stewardship and governance, service and continuity planning, implementation coordination /planning, and change management); design (service architecture, service and system design, process design and design review); optimization (sustained engineering, measurement of customer satisfaction/business intelligence, customer driven enhancement and service level management); and service delivery (service management and resource management).
Develop strategies for design, and architect technical services, including end-to-end systems, networks, and platforms.
Participate in the implementation of new technology application releases into pre-production and production.
Defines metrics and analyzes system performance
Proactively support multiple, highly complex systems.
Provide support and leadership to fellow engineers.
Deploy and troubleshoot software applications written by internal and external development teams in the production environment.
Responsible for managing and supporting the hardware and environments.
Drive process improvements within the team and the larger organization as a whole.
Provide proactive coordination across multiple support teams.
Partner with the development, test and service operations to resolve issues.
Scope & Impact:
Business Requirements Planning:
Contributes to requirements reviews for solutions which results in alignment between multiple programs or services and the business strategy and ensures plan or strategy buy-in.
Applies appropriate standards, principles, guidelines, patterns and artifacts of architecture, which results in standard and quality systems
Service / System Design:
Designs service specifications that meet business requirements by analyzing solution priorities and service or system processes
Conducts design reviews and ensures that application designs adhere to architecture standards, overall roadmap, and meet customer requirements
Service and Continuity Planning:
Establishes standards for a design, architecture, and recovery process which results in comprehensive, scalable disaster recovery plans across multiple groups and services
Implementation Planning and Coordination:
Develops or contributes to creating an implementation, validation, and rollback plan, resulting in clear roles, dependencies and relationships of resources, enabling effective transition to operations
Leads investigations of problems by using standard and custom problem management tools and processes.
- Understanding of Enterprise IT at the scale and complexity of Microsoft
- Experience with n-tier architecture, web security, IIS, SQL Server, ASP.NET
- Experience with Dynamics CRM 2011 and CRMOnline a plus
- 10+ years’ overall experience in technical IT operations including working knowledge of MOF/ITIL best practices and demonstrated experience implementing and engineering systems within these frameworks.
-7+ years experience managing supportability and troubleshooting the availability of applications, properties, systems, networks, and servers for high availability enterprise systems.
- Outstanding technical problem solving skills and passion to solve complex problems
- Bachelor’s degree in Computer Science, Information Technology, or related field
- Worked extensively in a global delivery model
- Exceptional collaboration and communication skills (verbal, written, and presentation)