Supervisor Infrastructure Engineer
Location: Salt Lake City, UT
The Supervisor Infrastructure Engineer is a leadership position within the Infrastructure Engineering role. They will focus on leading a team of technical individuals in the Infrastructure Engineering role and primarily focus on assisting with employee growth and development alongside performing the administrative tasks to help the team succeed. This role will also include a level of individual contributor work to assist in the smooth operations of NICE inContact’s environments.
Individuals within the Infrastructure Engineer role are responsible for the operations of secure and highly available computing platforms, servers, and networks. They maintain, upgrade, and assist in the deployment of NICE inContact’s lab and production environments. They also maintain the ongoing reliability, performance and support of the infrastructure.
This includes monitoring the operating environments; responding to incidents, problems, and providing assistance to other teams as necessary. Individuals in this job family are also responsible for the overall operation and maintenance of NICE inContact’s lab and production environments. Infrastructure Engineers maintain operating systems, storage, AWS environments and related utilities and hardware. Other responsibilities include troubleshooting problems as they occur, supporting electronic messaging services and maintaining a secure systems environment. They also maintain the infrastructure.
Infrastructure Engineer need good communication skills and must be able to work collaboratively with customers and other technical colleagues. Individuals work across all functional areas and use a strong customer service orientation to ensure that all service requests and incidents are resolved in a professional manner. They share their expertise and provide individual training and support. Infrastructure Engineers work with other technical staff and vendors to maintain stability within NICE inContact’s environments.As a Supervisor Infrastructure Engineer, a Typical Day Might Include the Following:
To Land This Gig You'll Need:
Maintain, monitor and support the infrastructure environment
Coordinates base level work initiatives with other teams and within the team.
Supports multiple systems or applications of medium to high complexity.
Diagnoses and resolves complex hardware, software, and connectivity problems.
Follows defined procedures to monitor systems and resolve issues.
May participate in planning short and long term efforts.
Meets with direct reports to establish goals, progress, and performance.
Provides feedback on both gaps in performance and successes.
Handles any disciplinary or recognition based activities.
Works with leadership to champion for their team and keep leadership apprised of ongoing activities.
Analyzes and reports on operational metrics to understand performance and ensure success in process improvements.
May participate in contributing to process and automation improvements by working with appropriate resources
Performs routine maintenance tasks for infrastructure systems such as backups, patching, firmware updates, etc…
Maintain lab and production storage systems.
Manage Mail, DNS, FTP, IIS, and Application environments
Set up and maintain server system and file security
Cross-train and share knowledge with team
May cable and rack server equipment in co-location facilities (some travel may be required)
Monitor and optimize performance of infrastructure elements.
Maintain documentation of servers and networking equipment.
Work with vendors to troubleshoot problems and evaluate new products.
Participate in the on-call rotation.
- Bachelor's degree in Computer Science, Business Information Systems, or related field (or equivalent work experience) is required.
- 4+ years in Windows Server Administration
- 4+ years configuring server hardware and OS
- Excellent knowledge of Windows Domains, Active Directory, DNS, Mail
- Experience managing enterprise storage solutions
- Experience leading technical teams
- Experience working with Management Systems and SNM
- Experience working in a PCI 1 / FedRAMP compliant environment
- Experience managing VMware environmenT
- 4+ years communicating in English in a technical field
ABOUT NICE inContact: NICE inContact makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE inContact provides the world’s #1 cloud customer experience platform, NICE inContact CXone™, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions.
Experience managing HP branded servers and SAN
- Solaris/Linux administration
Experience monitoring and maintaining AWS environments.
Experience with automation tools like chef.
Experience working with SQL.
Experience developing software solutions in C#.
- Experience working with powershell and other scripting languages