Lead Infrastructure Engineer

Job Responsibilities

• Lead incident, change, and problem management, including calls, reporting, analysis, and Service Level Agreement creation and maintenance.
• Manage team driving continuous improvement in processes, runbooks, automation, monitoring, post mortems, and follow-ups.
• Ensure employees are engaged and able to lead calls with vendors or clients for Network service repairs.
• Coach and mentor less experienced team members and oversee overall team management responsibilities.
• Develop organizational functional goals, priorities, and service objectives aligned with GTI strategy.
• Be accountable for incident management, change management, impact identification, management communication, Risk and Controls, client relationship management, service improvement, and business needs documentation.
• Perform talent evaluation and performance appraisals.
• Analyze, track, and manage incident management for day-to-day operations.
• Review and certify documentation.
• Manage and prioritize escalations within or outside of service tower.
• Advocate for customer base during Infrastructure or Business Critical issues.

Required Qualifications, Capabilities, and Skills

• Formal training or certification on network infrastructure concepts and 5+ years applied experience

• Domain expertise in supported infrastructure and interdependencies.
• Experience with data centers, including Cisco (ACI) or VXLAN with Arista or Cisco.
• Proficiency in server load balancing with F5 and/or HA Proxy.
• Firewalls management experience with Fortinet and/or Checkpoint.
• Familiarity with CI/CD pipelines, ServiceNow, Ansible, Python.
• Network management skills with SevOne, Splunk, Cisco Prime and/or DNA, SNMP.
• Strong understanding of infrastructure components and tracking systems.
• Experience in technological, organizational, and/or operational change management.
• In-depth knowledge of the Risk and Controls landscape.
• Superior communication skills to lead major incidents with clients, engineers, and vendors.

Preferred Qualifications, Capabilities, and Skills

• Demonstrate expert knowledge of the business supported.
• Promote a client-centric environment for teams and contributors.
• Ensure risk and control compliance to departmental and companywide standards.
• Drive results using presentation skills and PowerPoint.