Systems Engineer

The impact you will have in this role:

The Private Cloud Virtual Platform team performs monitoring and support services for the VxBlock, Nutanix, HP & Dell infrastructure platform.

It ensures the operational continuity of DTCCs GTR & Enterprise platform by providing a globally staffed Operation Center that provides 24x7 coverage for the immediate identification, triage and response to infrastructure alerts and application errors associated with applications running within the VxBlock and Nutanix infrastructure.

Services include a call center that provides a single point of contact for Enterprise Infrastructure staffs and partners for coordination of incident resolution actions and IT Service Requests. Call Center Service Interactions will be captured and tracked to completion in order to identify service trends and improvement opportunities.

Services also include a dedicated request system to generate work infrastructure and ADM requests to be applied to the existing infrastructure.

All alerts, requests or calls that extend beyond the capabilities of the Private Cloud Virtual Platform staff will be raised to the appropriate DTCC L3 team for resolution. All such critical issues are supervised to identify areas of continuous improvement and enhancement of the Private Cloud Virtual Platform team.

Private Cloud Virtual Platform personnel are expected to support all business continuity, planning exercises and critical IT infrastructure emergency events related to the GTR/Enterprise and/or VxBlock/Nutanix infrastructures.

What You'll Do:

• VxBlock/Nutanix Monitoring and Triage: Ensure appropriate monitoring is enabled for the underlying VxBlock/Nutanix hardware platform. All Call-home alerts, UCS errors, VCenter errors and other alerts must be addressed and resolved in a timely manner.
• Vendor Maintenance: Coordinate the installation of all firmware upgrades, security patches, and matrix deployments for the VxBlock/Nutanix infrastructure.
• Vendor Relationships: Establish an effective relationship with the various platform vendors to ensure that DTCC receives the appropriate support levels for all service requests, tickets, and alerts escalated to the platform vendors. Meet with the vendors on a regular basis to review open tickets and identify potential improvements in addressing and/or supporting the infrastructure.
• Incident Management: Oversee Private Cloud Virtual Platform team Incident Queues to ensure proper assignment or Level 3 issue accuracy. Advise IT Team Leads directly to ensure acceptance of critical incident issues. Verify the quality of Incident Classification, Symptoms and Resolution details prior to Closing Critical Incidents.
• Level 2 Technical Service: Provide Technical Guidance to Private Cloud Virtual Platform team members. Ensure Run-books and automated support procedures are updated and efficient. Oversee Scheduler operations and ensure low risk patching and security updates are planned and implemented on-time.
• Asset Management: Ensure that all physical and virtual systems are properly documented and maintained in the Asset Management database and eventually into DTCCs CMDB solution.
• Knowledge Management: Verify the reuse and effectiveness of Knowledge Cases used for first call resolution and staff training.
• Business Continuity & Disaster Recovery: Coordinate the Private Cloud Virtual Platform team participation in DR/BCP events for Distributed Systems and Networks, record recovery errors and document remediation plans.

Education:

• Bachelor's degree and/or equivalent experience

Talents Needed for Success:

• 3-5 years experience working with VMWare, VSphere, & Cisco UCSM.
• 2-3 years technical experience working with server hardware, networking, and general IT infrastructure.
• 3-5 years experience within a Technical Services administration or Level 2 Systems Engineering competency.
• Experience working directly with vendors for the implementation and maintenance of infrastructure platforms.
• Experience working directly with the VxBlock, Nutanix platforms, HP, Dell and Cisco platform
• Experience performing Incident analysis, classification and resolution for Level 2 events for one or more Server Hardware solutions deployed at DTCC:(Dell, VxBlock, HP, Cisco, Nutanix)
• Expert User experience with several Systems Operations tools deployed at DTCC: (ServiceNow)

Required Knowledge, Skills:

• Basic knowledge of Linux/Unix platform.
• Knowledge of VMWare and virtualized infrastructure concepts.
• Communications Skills (Interact with IT Support and Internal Management & Stakeholders at every level.)
• Documentation Skills with a focus on detail support procedure and technology configurations.
• Knowledge of DTCCs core processing applications and underlying infrastructures.
• Knowledge of Incident, Problem and Change Management processes (ITIL).
• Knowledge of Monitoring Systems Configurations.
• Experience in handling major technical incidents. Knows when and how to escalate and can assist in driving incidents through to resolution.
• Good communication skills both written and verbal. Able to translate technical verbiage to business language.