Senior Cloud System Administrator

Primary Purpose

Individuals within the System Administrator II role are responsible for the operations of secure and highly available computing platforms, servers, and networks. They maintain, upgrade, and assist in the deployment of inContact’s lab and production environments. They also maintain the ongoing reliability, performance and support of the infrastructure. This includes monitoring the operating environments; responding to incidents, problems, and providing assistance to other teams as necessary. Individuals in this job family are also responsible for the overall operation and maintenance of inContact’s lab and production environments. System Administrator II staff maintain operating systems, storage, AWS environments and related utilities and hardware. Other responsibilities include troubleshooting problems as they occur, supporting electronic messaging services and maintaining a secure systems environment. Systems Administrator II need good communication skills and must be able to work collaboratively with customers and other technical colleagues. Individuals work across all functional areas and use a strong customer service orientation to ensure that all service requests and incidents are resolved in a professional manner. They share their expertise and provide individual training and support. System Administrator II’s work with other technical staff and vendors to maintain stability within inContact’s environments.

Major Functions/Responsibility

• Maintain, monitor, and support a production infrastructure environment.
• Works on one or more base work initiatives.
• Supports multiple systems or applications of medium to high complexity.
• Diagnoses and resolves complex hardware, software, and connectivity problems.
• Follows defined procedures to monitor systems and resolve issues.
• May participate in planning short term efforts.
• Reviews performance reports for infrastructure elements.
• Implements remediation required by audits/assessments, and documents as necessary.
• Analyzes and reports on operational metrics to understand performance and ensure success in process improvements.
• May participate in contributing to process and automation improvements by working with appropriate resources.
• Performs routine maintenance tasks for infrastructure systems such as backups, patching, firmware updates, etc.
• Maintain lab and production storage systems.
• Manage Mail, DNS, FTP, IIS, and Application environments
• Set up and maintain server system and file security
• Cross-train and share knowledge with team
• Monitor and optimize performance of infrastructure elements.
• Maintain documentation of servers and networking equipment.
• Work with vendors to troubleshoot problems and evaluate new products.
• Participate in the on-call rotation.
• Follow the company Code of Ethics and inContact policies and procedures at all times.
• Communicates events to stakeholders, teams, and leadership.
• Communicate in an effective and professional way with customers in and outside of inContact.

Education Requirement:

• Bachelor’s degree in Computer Science, Business Information Systems, or related field or equivalent work experience required

Must have:

• 4+ years in Windows Server Administration
• 4+ years configuring server hardware and OS
• Excellent knowledge of Windows Domains, Active Directory, DNS, Mail, DNS
• Experience managing enterprise storage solutions.
• Experience working with Management Systems and SNMP
• Experience working in a PCI 1 / FedRAMP compliant environment
• Experience managing VMware environment
• 4+ years communicating in English in a technical field

Good to have:

• Experience managing HP branded servers and SAN
• Solaris/Linux administration
• Experience monitoring and maintaining AWS environments.
• Experience monitoring and maintaining Azure environments.
• Experience working with powershell and other scripting languages