Job Description :
Position: Windows Engineer (2 Roles)
Location: Chicago, IL
Duration: 6 -12 Months
The Infrastructure IT Engineer will be the first level response regarding any infrastructure service incidents and problems related to our global infrastructure services including cloud service providers and internally developed business applications. Though acting as a first level contact, the position will have in depth knowledge of end to end process and problem resolution.
The position will work in close cooperation with colleagues in Americas and Europe, plus global vendors and service providers to support the Global Technology and Operations Team worldwide as part of a follow-sun operations group.
The position will be responsible for identifying any infrastructure service related issues, analyzing the root cause/area, prioritizing according to business impact and criticality of service, planning and implementing a solution in cooperation with our external partners and team, and issues tracking via incident management systems.
In addition, they will perform pre-defined and pre-scheduled changes related to the various global, regional or local infrastructure services including product and template updates, system checks, and other routine maintenance.
ADDITIONAL INFORMATION FOR ROLE
Possesses in-depth knowledge/specialized technical skill set
Seeks occasional guidance on unusual circumstances
Typically works with minimum supervision
Problem solving and troublshooting
Accurate verbal and written communications skills
Individually executes and delivers day-to-day work
Proactively identifies and independently solves non-routine problems by applying broad knowledge
Makes decisions on critical work
Leverages internal networks in role and viewed by stakeholders as skilled specialist
BASIC JOB RESPONSIBILITIES:
Collaborate with people in all BCG regions to ensure consistent Infrastructure services delivery and availability around the world.
Participate in the managed service provider interactions and coordination of issues.
Scope of services include:
o Primarily Windows and optionally Linux Operating System
o Virtualization platform
o Web based Application services
o Intermediate TCP/IP Protocol and network troubleshooting and implementation
o Cloud Computing – AWS and optionally Azure
o IIS knowledge
Breadth of Services include:
o Incident and Problem Management
o Change Management for all infrastructure elements
o Monitoring of infrastructure services
o Outage response, resolution
o Maintain and develop technical documentation and diagrams
o Provides cross-coverage to other Worldwide Infrastructure Team members
o Responsible for individual assignments
o Other duties as assigned
Respond and resolve operations issues per OLA and SLA
Continually define new ways to improve existing service offerings, tooling, and process
Create knowledge documentation and work with Service Center and colleagues in continuous knowledge transfer
Initiate, inherit, and close team tickets in Service Now
Stay abreast of industry trends and technologies
Achieve training necessary to stay current and certified in functional discipline
Drive the organization to become a best-practice continuous improvement team, with a common language based around ITIL and industry standards
Establishing Runbooks, SOPs, and MOPs, that document and enhance IT functions
Drive a spirit of pride and sense of ownership across IT functions globally
BASIC JOB REQUIREMENTS:
Education/Experience:
o B.A./B.S. degree in computer related field or professional certification in Microsoft and VMware operating systems.
o 5 or more years experience with computer and infrastructure-related support
o Fluent English
o Strong organizational and documentation skills
Knowledge:
o Fluency in Microsoft Operating systems including Windows 2008, 2012, 2016 (preferred)
o Fluency in Amazon Web Services EC2, EBS, ELB, RDS, Route53, CFT, Security Groups
o Knowledge in principles of Cloud Computing (AWS, Microsoft Azure)
o Knowledge of MS IIS Web Services
o Knowledge of MS SQL Server (2005, 2008, 2012, 2014, 2016)
o Knowledge of Linux a plus
o Knowledge of Infrastructure Provisioning Terraform a plus
o Knowledge of IP Services (DNS, DHCP, etc
o Knowledge of networking and TCP/IP
o Knowledge of Active Directory for group and user rights
o Awareness of IT security best practices
o Awareness of DevOps principles
KEY COMPETENCIES
Instills trust
Excellent customer service orientation; responds to requests with a sense of urgency
Displays tact, patience and can handle stressful situations
Strong problem solving skills, ability to define and analyze problems to root cause
Respects all BCG information as personal and confidential
Reliable and dependable cooperative team player; displays consideration and respect for others.
Excellent technology risk avoidance behavior
Enjoys organizing and putting structures and processes into place
Understands organizational and strategy and executes against it
Ability to relate to and coordinate with both highly technical resources and business customers
Self-motivated, resourceful, and collaborative
Work within a diverse team of geographically dispersed individuals in a global (follow-the-sun) organization
Strong verbal and written communication skills (English)
Strong interpersonal and teaming skills
Exceptional work management, organization and planning
Strong technical skills with desire and passion to learn more
Demonstrated customer services and business orientation
Ability to work well independently as well as part of a team bringing a sense of urgency to the tasks at hand
Must be able to perform successfully in a fast-paced, intellectually intense, service-oriented environment
Must be able to interpret rules and guidelines flexibly to enhance the business and in keeping with BCG’s values and culture.