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Senior Systems Support Engineer (OSS) - Schaumburg, IL or Knoxville, TN


Date:
1/5/2018 2:29:15 AM
Location:
SCHAUMBURG, IL US
Plan, design, engineer, develop, implement, and troubleshoot infrastructure technologies on the customer-servicing network.   Provide subject matter expertise around specific technologies. Provide project management for the deployment of customer-servicing projects.  Act as vendor interface for support of applications and technologies. Evaluate and implement new technologies, policies, and procedures for business network operations.


Support
Identify changes needed in the customer-servicing infrastructure configuration to achieve the technology organization goals
Lead customer-servicing infrastructure incident reviews, make recommendations for applicable infrastructure or process changes, and lead implementation effort for approved changes.
Analyzes network & system response, makes tuning recommendations to improve performance, and implements approved configuration changes.
Manage effective issue identification and resolution process; serve as the focal point for customer- servicing infrastructure-related issue / crisis resolution
Perform 24x7 tier 1 troubleshooting, including off-hour maintenance activities, problem resolution, and on- call
Engineering
Lead customer-servicing infrastructure implementation projects.
Implements technology and customer-servicing infrastructure changes
Lead interaction with partner organizations/departments to engineer cross-functional solutions for our customer- servicing infrastructure
Evaluate new products/solutions for inclusion in our customer servicing network
Tools
Define requirements in support of budget plans and make recommendations for ways to improve performance and reduce costs. Develop business cases that support changes to system and storage infrastructure
Deliver communication of process and procedure changes to key stakeholders
Develop and execute established test plans and document/analyze the results for any new / changed customer- servicing infrastructure
Identify and develop system performance metrics for overall system health monitoring and KPI reporting.
Lead process improvement initiatives.
Develop full suite of documentation as it relates to the customer-servicing network infrastructure (Engineering Work Plans, Standards, policies and procedures, etc.)
Skills
Is subject matter expert in relevant technologies
Actively seeks industry certifications in relevant technologies. 
Require minimal supervision to perform job duties.
Actively mentor other system support staff.
Develop and deliver cross training material to system support staff and groups outside the team. 
Lead cross functional organization teams to learn about the core business practices, network infrastructure and systems.
Business Partnership
Maintain relationships with associates, customers, and vendors in order to proactively identify needed technology or process changes.
Lead and participate in cross-functional improvement initiatives.
Actively participate in industry/vendor forums.
Maintain internal working relationships with technical and business counterparts
People Management
Manage individual workload to deliver agreed upon milestones
Proactively promote consistent project-based performance measurement and skill development of junior staff.
Actively participate in HR performance measurement processes.
Demonstrate ability to work in team environment and help resolve issues.
Provide input to staffing plans at the project-level to identify key / required skills.
Participate in the interview process for associate candidates

THE PRECEDING JOB DESCRIPTION INDICATES THE GENERAL NATURE AND ESSENTIAL DUTIES AND RESPONSIBILITIES OF WORK PERFORMED.  IT DOES NOT CONTAIN A COMPREHENSIVE INVENTORY OF ALL DUTIES, RESPONSIBILITIES, AND QUALIFICATIONS REQUIRED TO DO THIS JOB.

General Requirements

Bachelor’s degree in related technical / business areas is required.  

5 years, post baccalaureate related experience or master’s degree plus 3     

5 years of Linux, Unix, Microsoft Windows, or Storage Administration experience required

Knowledge of re-engineering / process improvement.  Knowledge of IT Standards such as ITIL required.

Experience supporting mission-critical infrastructure in a fast-paced environment is required.

Excellent problem solving / analytical skills and knowledge of analytical tools is required.

Certification(s) in relevant technologies is strongly preferred.

Experience managing infrastructure in PCI/CPNI environments preferred.

Strong change management skills; proven track record as an agent for technology and business process change.

Strong technical project management skills.  Proven ability to lead complex technology implementations involving multiple technologies and support teams. 

Strong understanding of the business and/or industry

Excellent written and verbal communication skills

Excellent presentation skills demonstrated in front of large audiences

Travel required and OSS experience in Nokia NETACT and Ericsson OSS-RCC strongly preferred


Technical Requirements:  

Operating Systems: Current releases of Linux (RedHat preferred), Oracle Solaris, or Microsoft Windows

Virtualization Software:  Current releases of VMware ESX, KVM, or similar

Storage Systems: Enterprise class storage arrays such as EMC, HP, and IBM.  Enterprise storage network technologies (SAN) such as Cisco or Brocade

Server Systems: Current releases of Cisco UCS server platform.  Current releases of Oracle servers.  Current releases of Oracle Exadata, Current releases of HP x86 server platforms.

System Management Tools:  Systems monitoring tools (CA Nimsoft, IBM Tivoli, IBM Netcool, etc.).  Backup/Recovery software such as Symantec Netbackup.  Systems management platforms such as RedHat Satellite, Oracle Ops Center, VMware VCenter.  Storage management tools such as EMC SRM.  

Security: Antivirus systems such as Symantec End Point protection.  Knowledge of PCI security standards.  Knowledge of Operating System hardening standards and guidelines.

Scripting Languages: Python, Perl, KSH, Bash, Visual Basic

Network Protocols: NFS, CIFS, DNS, LDAP,  NTP, SSH, HTTP, HTTPS, SNMP, SMTP, TCP, UDP, IP, Ethernet, TFTP, DHCP, telnet, RS232

Business Applications: Remedy Trouble Ticketing and Change Management modules

Office Automation:  Microsoft Outlook, Word, Excel, and PowerPoint

Planning & Design: Microsoft Project, Visio



U.S. Cellular® is an EEO employer and gives consideration to qualified applicants without regard to race/color/age/religion/sex/sexual orientation/gender identity/national origin/disability/veteran status, pregnancy or genetic information.
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