Summary: The Senior Systems Engineer serves as a technical leader responsible for the design, implementation, and operational ownership of cloud and infrastructure services across assigned customer accounts. This role combines deep technical expertise with customer-facing accountability, driving service quality, operational excellence, and continuous improvement across cloud, endpoint, and infrastructure platforms. The engineer acts as the primary technical point of contact for assigned customers, ensuring alignment to SLAs, leading complex troubleshooting, and participating in incident and request management and change execution. The engineer proactively identifies optimization opportunities and has experience with modern endpoint management solutions such as Microsoft Intune (UEM).
Essential Functions:
- Act as the primary engineering lead for assigned customer environments, building strong stakeholder relationships and providing technical guidance.
- Lead service reviews, operational discussions, and technical escalations while ensuring transparency and alignment.
- Collaborate with cross-functional teams, vendors, and service providers to resolve issues and support platform improvements.
- Identify and drive opportunities for optimization, automation, and service expansion.
- Implement, support, and maintain hybrid cloud and infrastructure platforms (Azure/AWS, servers, storage, networking, security), ensuring availability, performance, and security.
- Lead complex troubleshooting, root-cause analysis, and serve as an L2-L3 escalation point for critical issues.
- Responsible for managing and resolving incidents, service requests, and changes in accordance with established procedures and service-level objectives.
- Oversee system provisioning, configuration, patching, and lifecycle management.
- Implement and manage modern endpoint management solutions using Microsoft Intune, including compliance policies, configuration profiles, and security baselines.
- Manage application deployment, patching, and endpoint lifecycle processes, integrating with Entra ID and identity controls.
- Support endpoint security initiatives and zero-touch provisioning (e.g., Autopilot).
- Monitor system health, performance, and alerts; respond to incidents within SLA targets.
- Support disaster recovery, backup, and resiliency initiatives to ensure business continuity.
- Drive incident, problem, and change management processes alignment with operational standards and best practices.
- Develop and maintain automation, scripting, and infrastructure-as-code to improve reliability, consistency, and efficiency.
- Identify and implement proactive improvements across monitoring, patching, and configuration management.
- Identify opportunities for service expansion or optimization and support upsell initiatives where applicable
- Maintain accurate technical documentation, diagrams, and runbooks.
- Ensure environments align with security, compliance, and architectural standards.
- Contribute to knowledge sharing and engineering standards.
- Comply with organizational policies, standards, and regulatory requirements.
- Other duties as assigned.
Required Education, Knowledge, and Experience:
- Bachelors degree or equivalent education and experience in cloud and infrastructure services.
- 7+ years of experience in cloud and infrastructure engineering (Azure and AWS preferred).
- Strong experience across server, storage, networking, and security domains.
- Hands-on experience with Microsoft Intune / Endpoint Manager (UEM).
- Experience with identity and access management (Entra ID / Azure AD), including directory services, authentication, authorization, and role-based access control.
- Advanced troubleshooting skills in hybrid environments.
- Experience with automation and scripting (Powershell, Ansible, etc.), including Infrastructure as Code and configuration management principles.
- Understanding of infrastructure security best practices, including patch management, least privilege access, and secure configuration standards
- Awareness of backup, disaster recovery, and business continuity concepts in cloud and hybrid environments
- Knowledge of monitoring, logging, and alerting concepts and tools used to support system reliability and incident response
- Strong understanding of ITIL-based service delivery (incident, change, problem management)
Abilities & Skills:
- Ability to adapt to a changing technical environment
- Ability to coach other members of team in their area of expertise
- Ability to communicate clearly with all team members and end-users
- Ability to work with a sense of urgency
- Customer-facing presentation and consulting skills
- Ability to translate business requirements into technical solutions
- Ability to explain technical procedures in business terms
- Able to solve complex technical problems through sound and methodical troubleshooting
- Excellent written, oral and presentation skills
Physical, Mental Requirements and Work Environment:
- Work on a computer 8+ hours per day.
- Listening and speaking on the phone for long periods of time.
- On-call and schedule flexing, as needed, to meet customer needs.
Equipment Used:
Conditions of Employment:
- Must successfully pass pre-employment, post offer background check and drug test.
- Must maintain required certification levels.
