Job Description

Under supervision of the Chief Technology Officer, the Lead Enterprise Systems Engineer works to analyze, plan, implement, maintain, troubleshoot, and enhance large complex systems.  The Lead Enterprise Systems Engineer has technical ownership over, and establishes standards for, core infrastructure technologies including Active Directory, DNS, DHCP, load balancing, clustering, SAN storage, hypervisors, physical and virtual servers, cloud platforms, telecommunication systems, and contact center platforms. 

Essential Functions
•    Provide overall vision and direction for a specific area of Northwest’s technical
•    Assist with planning, organizing, directing, prioritizing, and evaluating workloads for team members
•    Lead, mentor, and provide opportunities to team members for education and advancement
•    Liaise with and provide training and support to team on complex technical issues
•    Complete projects by coordinating resources and timetables with staff members
•    Ensure that policies and procedures for the proper operation of all systems and platforms are followed
•    Meet with manager to plan and discuss projects, work efforts, support issues and timelines
•    Contribute to team effort by accomplishing related results as needed.
•    Perform analytical, technical, and administrative work in the planning, design, installation, documentation, and administration of infrastructure solutions
•    Lead the day-to-day operational support for core server and tier 3 application infrastructures
•    Design, build, patch, tests (check for compatibility issues, conducts QA) and deploy systems and platforms meeting customers’ needs and specifications
•    Coordinate testing and application of ongoing software patches or upgrades
•    Lead in planning and implementing changes to infrastructure with the goal of enhancing performance, resiliency, and efficiency
•    Create and maintain documentation (diagrams, procedures, etc) for enterprise server topologies and system or application configurations
•    Lead the configuration and maintenance of core Enterprise Applications, including but not limited to lending systems, teller systems, enterprise content management, communication and contact center platforms, etc
•    Perform complex software and operating system upgrades, storage and server implementations, data migration and disaster recovery operations
•    Configure security settings or access permissions for groups and individuals
•    Provide technical support to other technicians, engineers, administrators or users by troubleshooting complex problems related to server or platform functionality and performance
•    Design and configure monitoring for systems and applications
•    Propose modifications to Knowledge Management System processes and procedures, which will be leveraged by the Support Services team members as they troubleshoot issues on a daily basis
•    Work with business applications owners, vendors, consultants, contractors, and IT personnel
•    Work with and manages vendors performing activities on behalf of Information Systems
•    Keep management informed of critical customer facing issues and ETA’s to resolution
•    Assist in budget preparation, cost analysis, and long-range planning including proactively assessing needs and providing recommendations
•    Adhere to infrastructure and applications security procedures
•    Work periodic nights and weekends

Additional Essential Functions
•    Ensure compliance with Northwest’s policies and procedures, and Federal/State regulations
•    Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency
•    Work as part of a team
•    Work with on-site equipment

What You Bring to the Team
•    Other duties as assigned
•    Participate in ongoing training
•    Attend annual training or conference work in area(s) of expertise

Safety and Health for those without supervisory duties 
•    Abide by the rules of the safety and loss prevention program
•    Perform work tasks in a safe manner
•    Report any and all injuries to supervisor
•    Know what to do in case of an emergency

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education
Technical Degree    Infrastructure Engineering or related field Or
Bachelor's Degree    Infrastructure Engineering or related field Or

Work Experience
More than 15 years    Infrastructure Engineering related role             

General Employee Knowledge, Skills, and Abilities
•    Ability to establish effective working relationships among team members and participate in solving problems and making decisions    
•    Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written  
•    Ability to actively listen to what others are saying to achieve understanding, sharing information with others and facilitating the open exchange of ideas and information 
•    Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information  
•    Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas    

Additional Knowledge, Skills and Abilities
•    Knowledge of Windows Server and Desktop Operating Systems on physical and virtual servers, Linux is a plus  
•    Knowledge of network protocols across LAN/WAN/VPN  
•    Server engineer should have knowledge of most core server infrastructure technologies including Active Directory objects, domains, sites and services, LDAP, DNS, DHCP, Kerberos, Group Policy, DFS, File Shares, IIS, Hyper-V, cloud technologies (Azure, Office 365, AWS), SAN storage, load balancing, clustering, and messaging platforms such as Exchange, Lync, Skype, and Teams  
•    Telecom engineer should have working knowledge of most components within the Avaya telecommunication systems and contact center platforms including Workforce Optimization, Elite Multichannel, IVR/voice banking etc  
•    Ability and initiative to learn and research new concepts, ideas, and technologies quickly  
•    Ability to train and teach others  
•    Ability to facilitate meetings and follow up with resulting action items    
•    Ability to support applications that span the entire enterprise  
•    Ability to demonstrate technical ownership, leadership, and authority in area(s) of expertise, facilitate meetings and follow up with resulting action  

Licenses and Certifications
    COMPTIA Certification    Upon Hire Or
    Microsoft Certification    Upon Hire Or
    Avaya Certification    Upon Hire Or
    ITIL Fundamentals    Upon Hire Or
    Vendor specific Certifications relevant to the role    Upon Hire