Job Summary
GCS IT Operations provides essential Tier II support to Milliman’s internal IT administrators, operating within a "follow the sun" model. This position, IT Operations Systems Engineer, is a key member of our India-based Global Corporate Services (GCS) IT Operations team. The role is primarily responsible for the effective troubleshooting, administration, and maintenance of services and shared systems running on related infrastructure, both on-prem and in the cloud. The IT Operations Systems Engineer will actively monitor the support ticketing system, resolve technical issues, perform root cause analysis, escalate complex problems to appropriate teams, and identify opportunities to automate manual tasks for improved efficiency. This role also involves contributing to the development of metrics and building/updating comprehensive documentation. This position is a vital part of the Infrastructure & Operations department
Primary Duties & Responsibilities
- Provide Tier II technical support to internal IT teams via a support ticketing system, utilizing strong internal relationships to understand, troubleshoot, and resolve technical issues promptly, professionally, and thoroughly.
- Administer and manage a range of on-premises and cloud-based IT systems, including but not limited to SFTP, auditing tools, cloud-based email, Identity and Access Management (IAM) systems, asset management platforms, and monitoring solutions.
- Proactively monitor incoming support requests and system performance logs, identifying and implementing improvement options for toolsets and workflows to enhance operational efficiency and reliability.
- Develop and maintain high-quality knowledge base articles and self-service materials for both internal team use and end-user consumption.
- Utilize PowerShell scripting extensively to implement configuration changes, automate routine administrative tasks, and meet evolving customer requirements.
- Leverage Power BI, SQL, and other data sources to provide insightful reporting and metrics on system performance, operational trends, and service delivery.
- Monitor, review system logs, and ensure assigned servers, applications, and network infrastructure operate optimally and securely.
- Provide essential emergency and on-call/after-hours support as part of a rotating schedule to ensure continuous system availability.
- Actively participate in IT projects related to infrastructure improvements, system upgrades, and new technology implementations.
- Contribute to the development, testing, and maintenance of disaster recovery and business continuity plans to ensure system resilience and data integrity.
- Contribute to the ongoing development and adherence to IT documentation standards and best practices.
- Perform other duties as assigned to support overall IT operations and strategic initiatives.
Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field, combined with 5+ years of relevant experience in IT systems administration, or an equivalent combination of education and experience. Relevant certifications are a plus.
- Strong practical experience with SQL databases and Power BI for data analysis and reporting.
- Demonstrated understanding of Azure fundamentals (AZ-900 certification preferred or equivalent knowledge).
- Proven experience in creating, deploying, and maintaining PowerShell scripts for system automation and administration.
- In-depth knowledge and hands-on experience working with and troubleshooting end-user issues related to on-prem, O365, Azure, and AWS environments.
- Proficiency with core Microsoft technologies, including Microsoft Exchange, Teams, Active Directory, and other services within the Microsoft Technology Stack.
- Solid understanding of fundamental networking concepts (TCP/IP, DNS, DHCP, VPNs, email protocols and routing).
- Excellent verbal and written communication skills, with a strong ability to prepare clear, concise, and comprehensive technical documentation.
- Outstanding time management skills, including the ability to effectively plan, prioritize, and complete work plans in a dynamic environment.
- Exceptional decision-making and problem-solving skills, with a proven ability to clearly define issues, analyze root causes, and implement effective solutions.
- Self-motivated, highly organized, a forward thinker, and a creative problem solver.
- Security-minded and conscientious, with an understanding of IT security best practices.
Preferences
- Experience with ITSM (IT Service Management) or ITIL (Information Technology Infrastructure Library) frameworks to establish and improve service levels.
- Familiarity and experience with Linux-based systems.
- Experience with specific Identity and Access Management (IAM) platforms (e.g., Okta, Azure AD Connect).
- Understanding or experience with compliance and regulatory frameworks relevant to IT operations (e.g., SOX, HIPAA, GDPR).
- Ability to accommodate occasional work travel (estimated up to 5% annually).
Working Environment & Culture
- This role operates within a collaborative and supportive team environment, emphasizing continuous learning and problem-solving.
- The team values proactive communication, attention to detail, and a commitment to delivering high-quality IT services.
- Expected working hours will align with New Dehli time zone business hours, with flexibility required for on-call duties and emergency support.
- Physical Demands: Occasional on-site work at company offices or data centers may require the ability to lift up to 25 lbs, stand, walk, or bend. The company is committed to providing reasonable accommodations to enable individuals with disabilities to perform the essential functions of the job.
- Career Growth & Development: We are committed to the continuous growth of our team members. Milliman provides access to an internal Learning & Development department, a variety of educational tools, and encourages the exploration and mastery of new technologies and skillsets that enhance both current and future career paths within the organization.
