Infrastructure Engineering Services Supervisor

Orlando, FL

Post Date: 03/28/2018 Job ID: 11010886
  Position Title: Infrastructure Engineering Services Supervisor
Department: Infrastructure Engineering
Reports To: Infrastructure Engineering & Support Manager
Effective Date: January, 2018
Purpose of Position:
Provide supervision and guidance to the systems and network staff for project activities and associated tasks, and deliverables related to the engineering, development and implementation of the systems infrastructure on all production and non-production systems. Lead the engineering designs for complex infrastructure architecture.

CUSTOMER SERVICE EXCELLENCE (CSE) PRINCIPLES:
Ø Recognize that " customer” includes both internal and external customers.
Ø Support the Mission Statement and the CSE Philosophy.
Ø Practice the essential elements of CSE: Respect, Accountability and Service Excellence.
Ø Understand that all employees play a primary role in fulfilling the Mission and essential elements of CSE.
Ø Utilize the latitude to treat the customers' problems as your own.
Ø Provide friendly, helpful and positive assistance.
Ø Ensure a good understanding of the customer' s issue, communicate clearly and take ownership until it is resolved.
Ø Be a CSE role model by promoting and communicating Customer Service Excellence.
Primary Responsibilities:
Ø Provide strategic planning input to the Infrastructure Engineering & Support Manager related to network, server, desktop, mobile systems and applicable applications.
Ø Lead various complex infrastructure systems related projects to define technical requirements for infrastructure and security, and provide server design and deployment guidelines and training to Systems Administers and other applicable personnel.
Ø Assist the Security Manager in identifying computer security threats, vulnerabilities and risks to computer security; along with providing inputs into developing and the implementation of any remediation plans.
Ø Establish and maintain schedules and budgets for all Engineering activities. Ensure projects are managed within budget limits.
Ø Keep informed of emerging technology, customer needs, the title insurance industry, the customer' s view of current product and service offerings, and opportunity to maintain or improve its leadership mission of providing high quality state-of-the-art products and services to its members and the industry.
Ø Interview, select, recommend, hire, train, supervise assigned staff, and initiate personnel actions as required. Provide direction to staff and assist in the investigation and resolution of problems. Evaluate performance and provide counseling and coaching to employees
Ø Ensure Helpdesk escalated/callback response times for calls that are escalated to the infrastructure engineering team are met 100% of the time. .
Ø Ensure IR' s are worked to completion based on member FSE level and corresponding SLAs.
Ø Ensure all SR' s related to corporate objectives are completed by the deadline.
Ø Foster and support change within the organization to achieve strategic and operational objectives.
Ø Ensure all functional responsibilities are carried out in keeping with standard process manual and guidelines.
- May perform other duties as assigned.
Job Specifications:
- Education:
- Bachelor' s degree related to Computer Science or Engineering or equivalent combination of relevant education and work experience required, with Microsoft MCSE preferred.
- Experience:
- Seven years of Information Technology experience related to infrastructure systems software / hardware required with 3 years supervisory required.
- Knowledge/Skills/Abilities:
- Oral and written communication skills
- Training
- Relationship Building
- Managing Others
- Managing Resources
- Leadership
- Coaching and building personal relationships
- Decision Making
- Detail Oriented
- Operational efficiency and prioritization
- Developing and delivering presentations
- Requires proficiency in mathematics with analytical skills
- Problem solving and conflict resolution
- Planning and organization skills
- Requires proficiency in Windows and Microsoft Office including but not limited to word processing, spreadsheet design and maintenance, navigating in databases, and creating presentations
- Change Management
- Developing and delivering presentations, Spreadsheet and Graphics
- Coaching and building personal relationships
- Strategic planning and execution
- Troubleshooting hardware and software related issues
- SAN/NAS
- Server Virtualization and Desktop Virtualization
- Microsoft Clustering
- IIS and SharePoint
- Microsoft PowerShell Scripting
- Citrix XenApp and XenDesktop
- Active Directory
- Azure/O365
- TCP/IP networking
Travel:
Ø Occasional in-state travel may be required.

 

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