The Engineer, Infrastructure Operations works on the Operations Team within IT Infrastructure. This position is primarily a hands-on role that will design, build, implement, and respond to pro-active monitoring & alerting processes, systems, and solutions to ensure that all ConnectiveRx application and server systems are operating properly. This role is also responsible for maintaining the automation & key functions with ConnectiveRx’s strategic IT Service Management (ITSM) toolset ManageEngine ServiceDesk Plus.

This position must work closely with business users, Application Development personnel, and peers in Infrastructure to support ConnectiveRx business operations.

• Maintain automation & key functions within ConnectiveRx’s strategic IT Service Management (ITSM) toolset ManageEngine ServiceDesk Plus.
• Utilize new and existing monitoring tools to provide near real-time alerting for system anomalies, reporting, and predictive analysis.
• Pro-actively troubleshoot production issues as needed, and identify and capture root cause, action items, and lessons learned after all incidents and infrastructure events.
• Work to ensure all Service Level Agreements (SLA’s) are met for production systems.
• Capture metrics to measure performance of systems and processes.
• Other duties as assigned.

Education/Degree Requirements/Certifications (if applicable)

• Bachelor’s degree or higher in Computer Science or Engineering

Experience

• 2-4 years supporting IT Infrastructure functions

Knowledge

• Experience with IT Service Management (ITSM) toolset ManageEngine ServiceDesk Plus.
• Experience with monitoring tools such as Zabbix, AWS CloudWatch, Grafana, & TelcoAlerts.
• Strong skills in ManageEngine ServiceDesk Plus Deluge scripting, Microsoft PowerShell scripting, Python, Node.js, Azure DevOps repository management, API development, Twilio alerting, and SSO technologies.
• Healthcare IT Infrastructure & systems, and HIPAA compliance knowledge highly preferred.

Skills

• Ability to troubleshoot and fix Tier 2 & 3 IT related issues.
• Excellent knowledge of Windows 11, Amazon Web Services (AWS), Windows Server, Azure DevOps, Microsoft PowerShell, and ManageEngine Deluge.
• Excellent knowledge of cloud-based infrastructure support tools and technology.

Competencies

• Communication (Oral & Written): Ability to listen actively and communicate key issues respectfully. Understand the need to share only relevant information. Ability to adapt to different audiences, ensuring that the message is clearly articulated.
• Service Orientation: Anticipate, identify, and address the needs of customers/clients, sometimes before those needs are voiced. Actively looks for ways to help people; ability to be thoughtful, empathetic to the needs of others. Is prompt and courteous in ensuring that the customer's immediate needs or complaints are satisfied. Focuses on improving the level of service provided to external and internal customers.
• Technical Utilization: Utilizes the technical knowledge and abilities required in the specialist and professional job function to accomplish the desired outcomes. Demonstrates technical proficiency within the scope of responsibilities. Understands the technical difficulty and complexity of the activity and provides appropriate advice to others. Ability to improve or redesign processes by utilizing technical solutions. Ability to comprehend and perform basic arithmetic.

Travel or Physical Requirements (if applicable)

• Ability to lift and install IT equipment as needed.
• Ability to travel up to 10% of the time.

Compliance Requirements

• Adhere to all Company Policies, Procedures, and other training consistent with ConnectiveRx's Information Security and Compliance Programs, including but not limited to the following compliances and regulations: SOC1, SOC2, PCI, HIPAA.
• Maintain strict compliance with company and client policies regarding business rules and ethics, as well as applicable local, state and national federal laws.

Compensation & Benefits:  This position offers opportunities for a bonus (or commissions), with total compensation varying based on factors such as location, relevant skills, experience, and capabilities. 

Employees at ConnectiveRx can access comprehensive benefits, including medical, dental, vision, life, and disability insurance. The company regularly reviews and updates its health, welfare, and fringe benefit policies to ensure competitive offerings. Employees may also participate in the company’s 401(k) plan, with employer contributions where applicable.   

Time-Off & Holidays:  ConnectiveRx provides a flexible paid time off (PTO) policy for exempt employees, covering sick days, personal days, and vacations. PTO is determined based on an employee’s first year of service. Employees also receive eight standard company holidays and three floating holidays annually, with prorations applied in the first year.   

The company remains committed to providing competitive benefits and reserves the right to modify employee offerings, including PTO, STO, and holiday policies, in accordance with applicable laws and regulations.