Senior Citrix Production Service Engineer 3

Operates a company's complex high traffic business critical systems comprised of internet site communications, internal systems, network infrastructure systems, telecommunications, and/or network-based (cloud) production systems. Plans, design, implement, maintain, and monitor, scalable local and wide-area network solutions between multiple platforms and protocols (including IP and VOIP). Responsible for specific underlying production service(s)' system(s) including the performance, maintenance, support(s)/troubleshoots the network or system issues, and coordinates installation and configurations of such items as appliances, firewalls, servers, routers and switches with appropriate vendors. Develops tools to automate the deployment, administration, and monitoring of all facets of a production system. Develops and delivers training, and assists with proposal writing. Demonstrates transparency in the role by sharing information, collaborating, and working cohesively as a group with other employees. Continues to cross-develop skill sets in all facets of the department's role by participating in all facets of production services support. Additionally, senior production service engineers conduct project planning, documentation, cost analysis, vendor comparisons and works on project implementations. Works with the respective teams to enhance and improve system operability. Conducts tests of all production services and their supporting systems ensuring redundancy, resilience, and failover to ensure up-time standards are fully achieved. Will be required to provide on-call service coverage with the other department employees. Lastly, a senior production service engineer will conduct the best customer service which consists of sustained; continued successes, great interpersonal skills, great communications, increased profits in the organization, higher job satisfaction, improved company or organization morale, great teamwork, and market expansion of services/products.

Essential Functions:

• Plans, design, implement, maintain, and monitor, scalable local and wide-area network solutions between multiple platforms and protocols (including IP and VOIP). 
• Responsible for specific underlying production service(s)’ system(s) including the performance, maintenance, support(s)/troubleshoots the network or system issues, and coordinates installation and configurations of such items as appliances, firewalls, servers, routers and switches with appropriate vendors. 
• Develops tools to automate the deployment, administration, and monitoring of all facets of a production system. 
• Develops and delivers training, and assists with proposal writing. 
• Demonstrates transparency in the role by sharing information, collaborating, and working cohesively as a group with other employees. 
• Continues to cross-develop skill sets in all facets of the department's role by participating in all facets of production services support. 
• Conduct project planning, documentation, cost analysis, vendor comparisons and works on project implementations. 
• Works with the respective teams to enhance and improve system operability. 
• Conducts tests of all production services and their supporting systems ensuring redundancy, resilience, and failover to ensure up-time standards are fully achieved. Provides on-call service coverage with the other department employees.

• High School Diploma or GED and six (6) years of systems Support Operations experience installing, analyzing and diagnosing systems hardware and software problems or Associate’s degree and Five (5) years of PC Support Operations experience installing, analyzing and diagnosing PC hardware and software problems OR Bachelor’s degree in computer related field and systems Support Operations experience installing, analyzing and diagnosing systems hardware and software problems .

   

Skills & Abilities:

• Advanced competency in computer-based programs and job-related applications, with the ability to leverage technology to support production services, system integration, and enterprise solutions.
• Ability to seek and understand sponsor and customer challenges or improvement opportunities from a comprehensive, integrated perspective, applying systems thinking to develop strategies and deliver effective short‑ and long‑term solutions.
• Strong interpersonal and communication skills to effectively collaborate across multiple organizational lines, cultivate partnerships, and work in the best interest of TGH, sponsors, and customers.
• Demonstrated ability to organize work, manage multiple simultaneous and dissimilar activities, and maintain focus and productivity in complex project and program environments.
• Ability to adapt to change and uncertainty, and to assist sponsors, customers, and other stakeholders in navigating evolving political, organizational, operational, economic, and technical environments.
• Strong attention to detail with the ability to work effectively both independently and in teams, bringing personal and collective expertise to provide sound, objective evidence and advice that informs and influences stakeholder decision‑making and supports enterprise evolution through innovation.