Systems Engineer Level 2

Introduction
SXiQ an IBM Company is an Australian Cloud and Digital Transformation services company specialising in complex mission-critical cloud applications cloud platforms cloud cybersecurity and cloud FinOps focused on simplifying the complexity of technology for our customers.
SXiQ has been entrusted by some of Australia’s largest enterprises as well as Australian operations of global fortune 2000 companies to deliver their most complex & critical cloud migration and modernisation programs.
We are renowned in the market for completing large mission-critical cloud transformation programs under extreme time pressure with significant business demands and market exposure.

Your Role and Responsibilities
To enable our rapid growth we are seeking an experienced collaborative support Systems Engineer Level 2 to work with in our Managed Services team. This is a critical role to our success and would suit someone who can roll up their sleeves and deliver practical outcomes and thrive in a fast-paced environment.

To be successful you will be a risk averse proactive forward thinker and someone who thrives in building strong relationships with all stakeholders and loves connecting with a broad range of people in roles across an organisation.

Ideally you will have experience with working as part of a support team or a Managed Services Provider.

As a Managed Services Systems Engineer Level 2 your role will be to provide technical support to SXiQ maintaining the internal systems providing support to end users when needed as well as to clients in their private/public cloud and hybrid environments ensuring contractual deliverables are met and SLAs attained.

Activities include supporting transitioning to developing implementing and testing cloud solutions root cause analysis.

As part of the Managed Services team you will also work closely with your project side technical counterparts and other SXiQ teams and drive consistency and repeatability in the automation process. This role requires you to have a strong track record of getting things to ‘done’ and have a deep Cloud Infrastructure background and coding experience while also ensuring all governing documentation is maintained and administered throughout the course of your work.

Responsibilities

Technical
• Install configure migrate deploy and support on-prem as well as cloud-based solutions
• Integrate solutions with other applications and platforms as required by client specifications
• Provide support to SXiQ end users
• Perform ongoing routine application support and maintenance tasks as needed
• Perform script maintenance and updates due to changes in requirements or implementations.
• Build automated deployments using appropriate CI/CD tools and configuration management technology
• Ensure that customer support documentation is constantly being written improved and consistently utilised
• Perform scripting and automation activities to improve operating efficiency
• Peer review of Requests for Change and other technical documentation for quality assurance Client Interaction
• Build strong solid positive relationships with key client stakeholders building trust and respect
• Act as a trusted advisor to the client taking ownership driving to closure any issues or requests raised by the client in a timely manner while ensuring the highest level of client satisfaction
• Participate in incident problem change and request fulfilment processes as required to complete project outcomes SXiQ Position Description CONFIDENTIAL | PAGE 6 OF 8 Practice contribution
• Live the SXIQ values and contribute to building the culture and success of team
• Actively contribute to profitable running of the Managed Services team by providing high quality responsive and efficient support services
• Ensure that customer support documentation is constantly being written improved and consistently utilised
• Communicate regularly and openly with SXIQ teams regarding the status of incidents service requests change and problem records
•Strive to meet and exceed contractual SLAs; escalate in a timely manner when SLAs are at danger of being missed
• Drive improvements through lessons learnt
• Identify and champion opportunities to improve quality and efficiency of Managed Services delivery
• Keep abreast of emerging technologies and industry trends by taking training and certification opportunities

Required Technical and Professional Expertise
You will have a background working in a support organisation where you have proven experience in delivering results to supported clients. A strong team player you will be driven by an outcomes-oriented approach to your work.

You will also have: Experience and Qualifications;
• Tertiary qualifications in IT and 5+ years industry experience
• Current or working towards certifications in Azure and/or AWS
• Platforms and IT Infrastructure experience
• Exposure to Infrastructure as Code automation system operations and monitoring
• Exposure to DevOps IAC/CI/CD/ Pipeline toolsets & practises (E.g. Azure DevOps Gitlabs Terraform Jenkins Ansible)
• Experience working on the following technologies: CommVault VMware Fortinet Intune and ServiceNow
• Cloud Platform:
• Automation
• Infrastructure
• Operating systems (Windows and Linux / Unix based)
• PaaS services • Virtual networking concepts
• Experience with Microsoft Operating Systems and O365 products
• Familiarity and experience with ITSM tools (e.g. ServiceNow) monitoring and event aggregation tools (e.g. PagerDuty DataDog)
• Knowledge of scaled agile team environment and ITIL process
• Familiarity with software development life cycle to enable DevOps processes
Familiarity with Azure and/or AWS based cloud infrastructure (IaaS)
• Familiarity with common CI/CD tool sets (e.g. Terraform Jenkins Ansible Git Repositories OpenShift)
• Familiarity with scripting and automation (e.g. PowerShell Python) Accountabilities
• Demonstrated ability to work autonomously
• Client interaction and consultation skills
• Demonstrated commitment to the provision of high level of customer service
• Ability to engage and guide client outcomes and problem resolution
• Innovative thinking and analysis to influence developments within areas of responsibility
• Generate improvement process and productivity initiatives
• Sound knowledge of trouble shooting testing and debugging techniques (module and system)
• Ability to learn new concepts and systems quickly

Preferred Technical and Professional Expertise
same as above