Description

Work where every moment matters.

Every day, almost 30,000 Hartford HealthCare colleagues come to work with one thing in common: Pride in what we do, knowing every moment matters here. We invite you to become part of Connecticut’s most comprehensive healthcare network.

The creation of the HHC System Support Office recognizes the work of a large and growing group of employees whose responsibilities are continually evolving so that we and our departments now work on behalf of the system as a whole, rather than a single member organization.
With the creation of our new umbrella organization we now have our own identity with a unique payroll, benefits, performance management system, service recognition programs and other common practices across the system.

POSITION SUMMARY:

• Under the direction of the Systems Engineering Manager this Tier III senior level position focuses on design, implementation, support, and management of complex IT systems over their lifecycle.
• The Senior Engineer Level III is the final escalation point within the Technical Support Organization.  Technical issues that cannot be resolved by levels 1 & 2 support staff are escalated to the Level III Senior Engineer.  This role is capable of troubleshooting and resolving the most difficult and complicated issues.  This position works closely with Engineers, Administrators, Field Support, Development and Service Desk. 
• Part of a talented team of architects, engineers, and administrators delivering mission critical infrastructure ensuring the highest levels of availability, performance, and security. 
• Fast-paced environment is largely virtualized, scalable architecture, supporting the entire enterprise consisting of over 3,000 Windows servers. 
• This challenging position will present complex problems and requires a highly skilled Engineer able to operate independently as well as within a team.  
• Ideal candidate will demonstrate technical leadership and subject matter expertise across several diverse competencies including networking, virtualization, storage, enterprise system solutions, and ability to translate technical product and architecture to all levels.  Possess strong ability and knowledge to create strategies and plans for integration of multiple IT systems/subsystems into an operational unit, ensuring full functional and performance capabilities are retained.
• Contributes to RFPs, RFQs, RFIs, TCOs, ROIs, Best Practices, and process/procedure. 

KEY ACCOUNTABILITIES:

• The escalation point for issues being escalated from Level 1 & 2 support staff 
• Responsible for reproducing / confirming system defects and reporting such defects to the appropriate teams
• Provide training to Level I and II support and act as a mentor to junior support engineers.
• Provide “on-site” support to HHC customers as needed.
• Act as a back–up for Level II Senior Engineers.
• Provide after-hours coverage as part of an on-call rotation schedule for SLA support as needed.
• Work continuously to increase Level II Engineer knowledge by reviewing escalated cases on a weekly basis.
• Create technical bulletins to serve as a job aid and expand the knowledge base for handling support issues.
• Ensure that all actions pertaining to issues escalated from Level I or II Support are documented in the ticketing system. 
• Ensure that all Engineers are informed and current of all enhancements/ latest releases and sharing that information with the organization. 
• Promotion of shared infrastructure and applications to reduce costs and improve information flows. Ensure that projects do not duplicate functionality or diverge from each other and business and IT strategies.
• Build employee knowledge and skills in specific areas of expertise
• The Systems Engineer will be an active member of the IT Change Advisory Board, the IT Configuration Control Board, and the IT Incident Review Board.
• Other job duties as assigned

** 8+ years’ experience in relevant enterprise roles is highly desired

Desired personal traits or abilities

• Natural leader & mentor
• Excels in “grey areas”, succeeds in complicated political and technical situations
• Thrives in high energy/ fast paced environments and projects
• Ability to work effectively and build relationships with all levels of personnel, customers, suppliers, consultants - both internally and externally
• Exceptional written and oral communication skills
• Ability to manage multiple tasks simultaneously
• Ability and drive to deliver on time, while working in a semi-autonomous environment
• Ability to create and communicate an accurate schedule
• Willingness to learn to work with the tools and solutions selected by the team
• A wide degree of creativity and latitude is expected in this position 
• Insatiable curiosity to understand and improve the state of the art

Desired Technical Competencies

• Converged and hyper-converged technologies
• VMWare Virtualization including VDI, vROPs, vRA, vSAN,
• Extensive knowledge of Microsoft server products and applications, Active Directory, Group Policy, LDAP, ADFS, DNS, DHCP
• Deployment and management of Citrix XenApp, NetScaler, StoreFront, Web Interface, and associated environments
• Epic Healthcare software and systems
• 2 factor authentication solutions such as RSA or Imprivata
• Load Balancing such as F5 or Netscaler
• Enterprise Antivirus solutions such as McAfee and Symantec
• Windows OS Patching
• Root Cause analysis and resolution
• Wireshark network packet captures and analysis
• Microsoft Exchange and Lync
• SSL and Certificates
• Powershell scripting
• Storage and fileshares including DFS, SMB, CIF

Qualifications

QUALIFICATIONS:

• Bachelor’s degree and a minimum of 5 years’ experience
• Knowledge of LAN, WAN and other enterprise technologies
• Excellent written communication and verbal skills, as well as strong listening skills.
• Possesses strong customer relation skills.
• Ability to handle multiple priorities.
• Must speak fluent English
• Perform in an effective and timely manner all the tasks required.
• Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts and drawing valid conclusions.
• Represent HHC in a professional manner, especially when providing on-site support.
• Methodically resolve the more difficult and complex production issues reported by customers and partners.
• Familiarity with project management
• Participate in weekly 24/7 on-call and monthly downtime rotation to support new and existing applications across multiple HealthCare facilities.

• Ability to explain complex technical issues in a way that non-technical people may understand
• Time management and prioritization
• Ability to communicate effectively, develop successful relationships with coworkers and management at all levels within the organization. Ability to work effectively and professionally under pressure.
• Strong critical thinking skills, ability to develop alternative solutions to a posed problem or conflict; ability to independently plan, organize, develop, prioritize, and execute decisions.
• High degree of accuracy, efficiency, and dependability in a fast-paced environment; strong organizational and time management skills. Ability to work independently, manages priorities, and meets deadlines.
• Ability to use personal computer and related software; including knowledge of Microsoft Office products.
• Ability to maintain confidentiality, exercise discretion and sound judgment.
• Ability to travel as required.
• Working knowledge of general information technology policies and procedures.
  • Healthcare experience preferred
• Ability to maintain records and filing systems
• Ability to multi-task
• Ability to work independently
• Process improvement and quality skills
• Project management skills

We take great care of careers.

With locations around the state, Hartford HealthCare offers exciting opportunities for career development and growth. Here, you are part of an organization on the cutting edge – helping to bring new technologies, breakthrough treatments and community education to countless men, women and children. We know that a thriving organization starts with thriving employees -- we provide a competitive benefits program designed to ensure work/life balance. Every moment matters. And this is your moment.