| Description: | The Senior Systems Engineer is responsible for the research, planning and development of new SunGard systems based services. Additional responsibilities include: performance analysis & optimization metrics definition, capacity planning definition, service design, new service implementation, process documentation and training.
Responsibilities
New Service Development - Working on a cross-functional development team, research, design and develop new services based on defined development processes. Represent SunGard field and corporate operations in these efforts, ensuring that delivered products are fully operational and can be supported by engineers and operations technicians at multiple SunGard IDC sites around the world.
Develop in depth technical operations service documentation based on ISO9001 standards
Develop KPIs (Key Performance Indicators) to measure the performance of the new service and to assist in capacity planning.
Assist with the development of Operations support and troubleshooting training.
Work with Operations and Engineering to implement the new service.
Training/Mentoring: Promote the professional growth of the team. Continually pursue opportunities for personal career/training development. Provide advanced training to Level 2 support staff in an effort to ensure that they are successful in providing the highest levels of customer service.
Industry Awareness: Continually seeks industry (and shares with Management and Product Management) and market information and evaluates market trends and how they apply to SunGards Tradition and Managed Service.
· Communication of in-depth technical issues and other content to a varied audience, from individual contributors to managers and directors to executives
· Bringing new ideas and change to a large organization
· Designing and scoping solutions in a way that balances the required features with the appropriate costs to meet the market-based pricing of products
· Managing multiple projects, of varying scope and size, each with aggressive deadlines
· Working within a rapidly changing business environment, while remaining focused on making the correct strategic and tactical decisions to grow the value of the company
· Provides research and recommendations supporting $1M+ capex and opex business decisions
· Develops services according to specifications established, with goal of creating solutions that appeal to a large amount of customers
· Deliver solutions/services in agreed-upon timeframe, meeting applicable interim milestones.
· Designs solutions within set project budget.
Qualifications
College Degree preferred but will consider applicants with equivalent work-related experience with a minimum educational requirement of a H.S. Diploma or GED equivalent.
High degree of integrity, customer service and overall professionalism with 7 to 10 years hands-on experience and customer support within a complex IT environment.
Superior organizational/follow-through skills and ability to move quickly and get things done. Strong attention to detail and ability to meet deadlines. Results oriented, analytical, well organized.
Must possess the ability to work effectively in a coordinating role across multiple constituencies, a strong, open and collaborative style, a customer-service orientation with a focus on excellence, outstanding communications skills.
A proven track record of supporting a technology organization in a complex, and highly customer-focused environment. Must have a strong work ethic, with a high degree of credibility and integrity.
Proven track record in reviewing system documentation and providing recommendations and maintenance/ service requests for technical and procedural changes.
Experience articulating complex technical issues for a wide audience of business leaders, IT professionals, and non-technical personnel in a manner that is understandable.
Proven track record of fostering teamwork; ability to work with operations and sales teams. Maturity/experience to make necessary trade-off between technical issues and commercial demands.
- Technical Experience & Knowledge
Must have a minimum of 5 years of Systems management and administration with an in-depth understanding of operating systems, including Microsoft Windows, Solaris, Unix/Linux Certification(s) a plus. Scripting/system programming a plus.
Knowledge of standard applications including MS Exchange, MS SQL and Oracle.
Sound understanding of hardware fundamentals. Able to make specific hardware recommendations based on I/O bound, memory bound, or processor bound applications.
Able to troubleshoot and provide resolution for servers with performance issues.
Extensive problem-solving skills for debugging OS, application, and server related network issues.
Enterprise level storage (Array/SAN) and tape backup platforms.
Able to create end to end system monitoring and reporting solutions using performance monitor, SNMP and or by integrating third party products.
Extensive knowledge of server and storage virtualization required.
Must be able to build detailed project plans, perform new technology testing and document findings in a professional white paper.
Extensive knowledge of data communication concepts and technologies is required.
Must have the ability to lead and direct vendors to assist them in their efforts.
Must possess exceptional written, verbal and interpersonal communication skills
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