Senior Engineer, TechOps Services


Omaha, NE

5 - 7 years

Posted 235 days ago

This job is no longer available.


The Senior Systems Support Engineer ensures the stability, integrity and efficient operation of various end-user computing systems such as Citrix, email, instant messaging, file, print, remote access services and other end-user infrastructure products. Serves as the escalation point to provide 3rd tier support for Incident  resolution and a liaison to the Core Services Engineering team. Performs administrative tasks that include but is not limited to: System patching, maintenance, Heath Checks, validation, and applying break fix support.


  1. End User Platform Operations
  • Build and maintain End User Platforms utilized by 7,000 associates across 10+ corporate sites and 110+ branch locations
  • Coordinate with multiple technology teams to perform large-scale system upgrades and migrations
  • Reduce end user technology vulnerability by participating in quarterly security patch validation and coordinating the deployment and remediation of server operating systems and security related application patches. 
  • Coordinate and perform large-scale associate system upgrades , distributions and data migrations while minimizing associate impact and meeting predefined Service Level targets.
  • Develop and maintain operational system run books for related server grade systems and processes.
  • Discover, implement, develop and support tools for the Management, Administration and Maintenance of Associate’s Data, Software, and Mobile Devices.
  • Participate in quarterly disaster recovery tests
  • Provide feedback and recommendations on standards and procedures to Engineering teams.
  • Works closely with peer engineering groups providing recommendations and identifying opportunities to improve the associateexperience with end user technologies.
  • Develop, Update and Perform Internal Controls Assessment Program (ICAP) Reviews.
  • Build and maintain custom reporting used by multiple departments & management in day to day functions.
  • Participate or Lead  in third party vendor support Escalates

      2. Support

  • Provide 3rd tier support and direction for end user server platforms, and serve a point of escalation for the Site Support & Service Desk teams, as well as technical liaison for the Core Services Engineering Team.
  • Utilize IT Service Management tools to document, track, and resolve incidents according to procedures.
  • Utilize IT Service Management tools  to documents  system change requests according to Change Management procedures.
  • Participate in multiple required daily, weekly, monthly administration tasks.
  • Participate in 24x7 on-call rotation escalation support for operations team.
  • Make suggestions and work with support teams to implement changes to improve the functioning of the daily support activities.
  • Develop and document standardized troubleshooting techniques used to analyze system incidents.
  • Plan changes to enterprise devices/systems, with an end-to-end approach based on Engineering defined standards and practices.


  • 5 years Enterprise Microsoft Systems Administration experience within e-commerce or financial services industry

  • Advanced knowledge and experience in operational support and administration of:

    • Experience with Exchange Messaging and Mobile Device Messaging Platforms
    • Blackberry Enterprise Server Platforms
    • Experience with File and Print servers
    • Knowledge and experience with automation and scripting: PowerShell, VBScript, Perl, Batch.
    • Experiencetroubleshooting email routing problems as well as OWA and EAS client-related problems.
    • Knowledge of reporting and query tools and practices in Active Directory.
    • Knowledge and experience with relevant networking specifications, including but not limited to TCP/IP, DHCP, DNS, etc.
    • Must be a self-starter with the ability to work independently and in a collaborative team environment.
    • Excellent time management and organizational skills.
    • Basic knowledge with VMware is a plus.
    • Excellent written and oral communication skills.
    • Some exposure to multiple technology platforms including but not limited to: UNIX/Linux, Networking, Windows Server, Database, or Desktop support.
    • Ability to work within a team, in a timely manner, to ensure all possible resolutions have been exhausted before escalating.
    • Experience working with cross-functional teams collaboratively to diagnose technical failures and restore service.
    • Experience with BMC Remedy or similar enterprise system for tracking and classifying incidents.
    • Customer Service experience
  • BA or BS Engineering, Computer Science or related field
  • Military education or experience may be considered in lieu of civilian requirements listed.

ID# 2018-15574