Systems Engineer III

At NorthBay Health, the Systems Engineer III is responsible for managing and maintaining assigned systems in a 24x7 high availability environment. The Systems Engineer III will provide technical leadership to the Systems Engineering team as well as expert level implementation, support and maintenance for all aspects of the enterprise IT infrastructure stack including storage, backup, compute, virtualization, systems management, IDP systems, operating systems, databases and associated applications and cloud environments.

This position interacts with all levels of the organization’s administrative and medical/clinical staff and works with the organization’s Technical, Operational and Applications support staff to meet cross discipline organizational objectives. This position understands the role of the IT infrastructure systems and how they relate to overall organizational effectiveness in meeting the needs of our customers.

PRIMARY JOB DUTIES

• Develops and updates the IT systems architecture as needed to account for growth, optimization, cost savings and technology evolution.
• Designs, Implements and Maintains the organization’s core IT Infrastructure components including storage, compute, virtualization, and data backup systems.
• Builds and maintains enterprise database and data analysis systems.
• Builds and maintains data structures to meet the analytical requirements of the organization with a goal of creating streamlined, repeatable processes to empower customer self-service.
• Designs, builds, updates, and maintains enterprise IDP and IAM systems to ensure reliable and secure primary user authentication.
• Performs daily system administration of all supported IT infrastructure systems including security administration, patching, capacity planning, resource monitoring, performance analysis & tuning and other standard operations required for optimum performance, availability and general system health.
• Installs new systems and performs upgrades to existing applications, while maintaining current operating system releases and patches in coordination with application, operations personnel and vendor recommendations.
• Provides technical support and training for customers and co-workers to meet department and organizational goals.
• Acts as a technical mentor in the realm of IT infrastructure systems; translating complex theory and practice into more digestible components for fellow engineers and customers.
• Plans, maintains and follows recovery procedures as warranted including disaster recovery planning and testing.
• Maintains systems at optimum performance capabilities ensuring maximum availability based on operating conditions.
• Scopes and executes complex technical projects including system selections, implementations, upgrades and process improvements.
• Functions as escalated support for IT infrastructure systems and associated technical issues, collaborating with other members of the technical organization and outside resources as required to resolve very complex problems.
• Performs analysis of reported operational problems reported by customers and develops reasonable, cost-effective technology-based solutions to address or improve reported problems.
• Ensures a team approach to all aspects of responsibilities including change management, problem resolution, standards development, and planning.
• Collaborates with all team members to develop solutions and processes to address current operational issues as well as future technology requirements.
• Collaborates with team members and provide support to ensure backup personnel have adequate training and access.
• Maintains SLAs for all assigned organizational applications/products.
• Maintains all related support documentation including industry best practice standard documentation such as configuration documentation, IT infrastructure system schematics, implementation plans, EOL/EOS notices, and instructional material.
• Reviews problem trends and performs necessary analysis to identify short- and long-term solutions to prevent recurring problems.
• Conducts root cause analysis for IT infrastructure-related incidents, & demonstrates expertise in problem solving, working with other members of IT and supported business partners.
• Regularly reviews assigned systems and performs log analysis for anomaly detection.
• Monitors and regularly reports to Systems Engineering team and leadership on assigned system performance.
• Develops performance monitoring, general system administration and troubleshooting checklists tools for Level 1 and 2 support personnel to continually expand their knowledge base and capabilities.
• Develops, documents, executes and maintains policies and procedures appropriate to ensure system and organizational goals including regulatory and contract compliance.
• Designs high availability and DR infrastructure in conjunction with other IT Staff, to meet availability requirements defined by business units.
• Recommends changes to resource utilization to improve & optimize efficiency.
• Identifies cost-effective opportunities for technology refresh and enhancement.
• Manages software and support subscriptions for assigned systems and reports on current and projected costs.
• Designs, implements, and maintains cloud infrastructure tenants and associated components, contracts, and cost projections.
• Creates and implements project plans, ensure adherence to project timelines, performs project risk assessment and develops contingency risk plans.
• Works with team members, workgroup and department leadership, and vendor partners to build and maintain 5-year roadmaps for assigned systems and overall subject area technology evolution.
• Acts as a technology owner for assigned infrastructure systems.
• Performs other duties as assigned. 

Education:

• Four-year degree in Information Technology related field or equivalent work experience preferred.

Licensure/Certification:

• The position requires a valid motor vehicle license and willingness to operate vehicles as required.
• Current technical certifications in IT systems architecture, administration, and security preferred.
  • (e.g. CASP / CCSP / VCP-DCV / PMP / Server+ / Security+ /Windows Server Hybrid Administrator / Azure Administrator Associate / Microsoft 365 Administrator Associate)

Experience:

• 12 years’ of hands-on experience in an information technology role providing direct customer support.
• 10 years’ of experience as an IT systems engineer focusing on the architecting and operations of core infrastructure preferred.
• 5 years’ experience working in a critical infrastructure support role with 24/7 highly available access requirements preferred.
• Experience working with ITIL framework of best practices preferred.
• Experience working within the requirements of a 24/7 Highly Available environment
• Technical Mastery, with deep expertise in systems optimization and hardening.
• Deep understanding of core systems architecture including resource requirements, constraints, potential vulnerabilities and interdependencies.
• Experience with Database Technologies such as SQL
• Experience with Desktop Scripting Languages such as Python and PowerShell
• Experience with Microsoft365 Administration and Hardening
• Experience with Systems Audit and Optimization Tools
• Experience with IP (TCP/UDP), DNS, DHCP, and NTP
• Extensive experience as a technology owner/Subject Matter Expert (SME) for core IT infrastructure components including:
  • Linux Server
  • Windows Server
  • Radius / LDAP / MSAD / EntraID / MFA Providers
  • Enterprise Storage
  • Systems Virtualization Technologies
  • Data Backup and Restoration Systems
  • Disaster Recovery and Redundancy Systems
  • Cloud Hosting Provider Management and Operations

Skills:

• SME knowledge of system administration standards including backup & recovery, security administration, performance analysis & tuning, capacity planning, hardware and O/S maintenance.
• Strong analytical and problem-solving skills.
• Strong organizational and multi-tasking skills.
• Ability to manage multiple complex problems under pressure while maintaining a positive and professional demeanor.
• Advanced level knowledge of computer fundamentals, computer operations, network/telecommunications systems, and help desk methodologies
• Able to effectively execute multi-stage, multi-dependency upgrades in highly available critical infrastructure environments
• Able to troubleshoot network protocols as is relates to inter-system communications and client access.
• Experience with database administration.
• Should also have a general knowledge of the healthcare business and information systems as they affect clinician’s workflow.
• Ability to work independently and execute a task to a given set of requirements, seeking clarification and assistance as required to meet timelines and objectives.
• Ability to work as part of a project team, collaborating and regularly reporting status to project managers and multidiscipline project teams.
• The position requires dedicated attention to detail as well as the ability to maintain confidentiality of work-related information
• Ability to diagram systems architecture for presentation to management and other IT staff to communicate future requirements and current IT systems’ operation.
• Ability to flow chart processes to identify bottlenecks and streamline procedures
• Advanced knowledge of HIPAA as it relates to information security policies, procedures, and technical systems in order to maintain the confidentiality, integrity, and availability of assigned IT infrastructure systems.

Interpersonal Skills:

• Able to communicate in an effective and professional manner with co-workers, vendors, associates and other departments.
• Able to control tense situations to remain focused on the problem at hand.

Standards of Performance: Demonstrate performance by adhering to established policies and procedures and exhibiting the defined characteristics associated with attendance and punctuality.

Physical Effort: Attendance is an essential function of the job. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee may participate in the following activities: moderate to heavy physical exertion.  Must be able to lift up to 50lbs.

Hours of Work:

• Normally, works eight hours Monday through Friday.
• Occasionally, must work late in the evening or on weekends to complete project deadlines or emergency situations.
• Hours will vary according to work demands.
• Must be available by pager and/or cell phone 24 hours a day 7 days a week according to a scheduled rotation for on-call coverage.
• Exempt