Systems Engineering Lead

QUALIFICATIONS:

 Non-Negotiable

• Bachelor's degree in Computer Science, Engineering, or a related field.
• Proven experience (3-5 years) in a leadership role, with a focus on infrastructure and hosting operations.
• Strong technical expertise in cloud technologies (AWS) and services, with hands-on experience in managing cloud infrastructure. (2-3 years)
• Service Delivery Management Experience (service level management driving problem management and operational efficiencies)
• Excellent leadership and communication skills, with the ability to effectively collaborate with cross-functional teams /enterprise stakeholder management
• Strong problem-solving skills and a proactive approach to identifying and addressing technical challenges.
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.

Nice to have

• Experience working in agile development environments and familiarity with agile methodologies (e.g., Scrum, Kanban)
• Automation Background
• Any AWS Certification
• ITIL certification
• Security and Compliance: Knowledge of security best practices and experience in implementing and maintaining security controls to ensure compliance with relevant standards and regulations. (vulnerability and patch management)

SKILLS and RESPONSIBILITIES:

Operational Support Leadership:

• Provide leadership and direction for operational support teams, ensuring timely resolution of incidents and effective communication with stakeholders.
• Establish and maintain service level agreements (SLAs) for operational support activities, and continuously monitor and improve support processes.
• Implement and optimize monitoring, logging, and alerting systems to facilitate proactive issue detection and resolution.
• Lead and inspire the infrastructure team, providing guidance, support, and mentorship to ensure the successful execution of projects and initiatives.

Incident Management:

• Establish incident management processes and procedures to ensure timely response and resolution of incidents impacting cloud services.
• Define incident severity levels, escalation paths, and communication protocols to effectively manage incidents of varying impact and urgency.
• Lead incident response efforts during major incidents, coordinating cross-functional teams and stakeholders to mitigate impact and restore service.

Major Incident Response:

• Develop and maintain a major incident response plan outlining roles, responsibilities, and procedures for responding to and resolving major incidents.
• Conduct regular tabletop exercises and simulations to test the effectiveness of the major incident response plan and identify areas for improvement.
• Lead post-incident reviews and root cause analyses to identify systemic issues and implement corrective actions to prevent recurrence.

Monitoring and Observability:

• Implement comprehensive monitoring and observability solutions to gain insights into the health, performance, and availability of cloud infrastructure and services.
• Utilize monitoring tools and platforms (New Relic) to collect, analyze, and visualize metrics, logs, and traces.
• Establish and maintain robust monitoring and alerting mechanisms to ensure the timely detection and resolution of issues in our hosting environment.

Performance Optimization:

• Monitor and analyze cloud infrastructure performance metrics to identify bottlenecks and areas for optimization.
• Implement performance tuning strategies to improve the efficiency and responsiveness of cloud-based applications and services.
• Work closely with development teams to optimize application performance and resource utilization in the cloud environment.

Trend Analysis and Reporting:

• Conduct trend analysis on system performance, incidents, and operational metrics to identify patterns, anomalies, and areas for improvement.
• Develop and maintain reports and dashboards to communicate key performance indicators (KPIs) and metrics related to processes and systems.
• Collaborate with stakeholders to derive insights from data and drive data-driven decision-making to optimize processes and enhance system reliability.

Documentation

• Maintain comprehensive documentation of infrastructure configurations and procedures. Provide training and knowledge-sharing sessions for team members to ensure proficiency in AWS technologies and best practices.

Team Management and Development:

• Lead and mentor a team of cloud infrastructure engineers, providing guidance, support, and opportunities for professional growth.
• Foster a culture of collaboration, innovation, and continuous learning within the team.
• Develop and execute training programs to enhance the technical skills and expertise of team members.

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