The Sr. Systems Operations Engineer is responsible for the design, implementation, maintenance, and operation of King & Spalding's Enterprise Network Monitoring System. The engineer will also monitor IT infrastructure and services for availability and stability and provide troubleshooting and response support to IT Systems Operations.
Key Responsibilities:
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Monitor, respond to, and report on incidents occurring in the IT infrastructure.
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Collaborate with Network Engineering, Cloud Infrastructure, Applications teams, and others to design and implement enterprise monitoring solutions.
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Provide first-line alert response and support for a wide variety of systems, LAN-WAN, security, storage, servers, applications, and services in a geographically distributed, multi-site environment.
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Actively monitor for, detects, and reports trends including but not limited to incidents, capacity and performance bottlenecks.
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Utilize technical experience, collaboration, and leadership competencies in pursuit of Firm, IT, and Operations Support objectives.
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Contribute to the development and use of technologies used in the enterprise monitoring of Firm services and platforms.
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Assess, design, and implement IT systems monitoring and management processes based on ‘best-practice’ (ITIL) frameworks and King & Spalding specific requirements.
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Work with all levels (1,2 &3) of Problem Management, Incident Management, and IT resources to prevent or resolve major technology issues.
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Execute existing, and assist in the development of new, day to day administration and operating services for the K&S IT technology infrastructure and processes.
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Assure all Operations Support workflows, both Tier 1 and Tier 2, during their shifts meet service level, call handling, and performance objectives.
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Provide expert guidance to Operations Support staff, both Tier 1 and Tier 2, on customer, knowledge, and workflow issues.
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Intervene and handle problem callers or technical issues on an “as needed” basis.
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Communicate and uphold Firm, IT, and Operations Support policies and procedures policies.
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Proactively identify and initiate continuous improvement opportunities, working with the Systems Operations Manager.
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Understand the specific needs of IT’s customers and stay abreast of the overall Firm business strategy.
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Assist with the training of new hires and ongoing training of existing staff.
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Meet personal and team commitments and assigned deliverables.
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Maintain awareness of new developments in industry and processes.
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Organize and prepare work effectively to facilitate proactive resolution of problems, rather than reactive.
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Effectively communicate with and work as needed with other Firm departments and/or vendors as appropriate.
Qualifications:
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Bachelor’s Degree is preferred.
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Five years related experience or equivalent combination of education and five years Network Operations Center or network management experience.
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Three years of experience in using an enterprise network monitoring system in a multi-site environment.
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Knowledge of current Incident, Release and Change Management methods and tools.
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Proficiency with Microsoft (MSFT) Windows server, MSFT Exchange Online, Azure AD and related MSFT infrastructure technologies.
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Broad Knowledge of Cisco Internetworking (Switches, Hubs, Routers) equipment and operating environment required.
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Ability to administer, monitor and manage Enterprise Monitoring Systems, such as, Microsoft SCOM and Solarwinds Orion.
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Broad knowledge of monitoring storage infrastructure technologies – NetApp storage products knowledge is preferred.
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Proficiency in the use of Service Management applications (ticketing and escalation) is preferred.
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Experience with cloud-based technologies, such as Microsoft 365, Azure, and NetApp Cloud Storage.
Additional Items:
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In addition to regular coverage, weekend coverage and support is required; Must carry a cell phone.
The firm offers a generous total compensation package with bonuses and raises awarded in recognition of individual merit-based performance. Eligible employees may participate in King & Spalding’s comprehensive benefit program including health and wellness plan, life and disability insurance, flexible spending accounts and a health savings account, a 401(k) plan, profit sharing plan, discount programs, and a substantial Paid Time Off (PTO) program.
We are proud of our remarkably cohesive culture, which now encompasses more than 2,300 lawyers and business professionals in 24 locations worldwide. We seek to attract and develop the very best talent to work with us.
King & Spalding LLP (K&S) is committed to providing equal employment opportunity to all applicants and employees in full compliance with all state, federal, and local laws prohibiting discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, age, disability or any other status protected by applicable law.