Engio

• Perform daily health checks, monitor alerts, and execute routine backup jobs across diverse client environments. • Handle, triage, and resolve Level 1/2 incidents and service requests related to failed backups, working within defined Service Level Agreements (SLAs). • Learn and apply fundamental troubleshooting techniques for Windows Server, networking (DNS, DHCP), and virtualization layers (VMware). • Log all activities accurately and assist in keeping Standard Operating Procedures (SOPs) up-to-date. • Work designated shifts, participate in knowledge-sharing sessions, and learn directly from senior engineers.

• Utilize CRM/ITSM tools to perform accurate data entry, ensuring sales orders and customer details are correctly recorded for provisioning and billing. • Strictly follow Standard Operating Procedures (SOPs) for basic provisioning tasks, inventory management, and service activation handoffs. • Assist senior specialists with resource allocation and scheduling by updating project statuses and managing basic workloads. • Maintain records for new inventory requirements and assist in physical inventory audits and monthly reconciliations. • Gain a basic understanding of the sales-to-delivery lifecycle and the importance of the customer journey during implementation.

• Independently negotiate and own project timelines with customers, internal engineering teams, and vendors to ensure projects are delivered efficiently, and revenue is realized expediently. • Take responsibility for financial reconciliation; ensure accurate billing triggers are set in the CRM and lead the QA process for tasks handed off to Finance. • Manage routine operational vendor relationships critical for provisioning services and oversee monthly inventory audits and reconciliations autonomously. • Act as the primary communication lead with customers, providing transparent status updates and managing expectations throughout the contract-to-fulfillment process. • Effectively manage internal resource allocation to balance team workload and maintain a smooth delivery pace.

• Take lead responsibility for maintaining, monitoring, and optimizing highly available, enterprise-grade backup solutions (e.g., Veeam, Commvault, etc.). • Lead detailed Root Cause Analysis (RCA) for recurring and complex backup failures, implementing permanent fixes and service improvements. • Act as a key reviewer and executor for service changes, ensuring strict adherence to ITIL change enablement procedures. • Actively identify, propose, and implement opportunities for automation and process enhancement to boost service reliability and efficiency. • Serve as the Subject Matter Expert (SME) for customer and internal team inquiries, translating technical problems into clear business impacts.

• Employ advanced, proactive risk management skills to "look around the corner" and identify systemic or complex delivery challenges, implementing preventative measures across the delivery methodology. • Drive continuous improvement by aligning the delivery methodology with ITIL framework best practices. • Mentor junior staff on advanced process execution and governance. • Take responsibility for expert resource forecasting, capacity planning, and reporting on team workload/utilization to senior management to optimize operational efficiency. • Own and manage high-level, complex customer and vendor escalations to ensure rapid resolution and a positive outcome, protecting key relationships and revenue streams. • Manage and coordinate large-scale implementations that span Finance, Engineering, and Operations, ensuring all functional heads are aligned on project objectives.

• Independently prepare accurate technical quotes and estimates for mid-to-high complexity solutions, including multi-site WAN connectivity, local storage, and various backup/disaster recovery (BDR) options. • Own the process of reviewing and validating technical questionnaires. • You must be able to flag missing or inconsistent information and guide Account Managers on resolving technical gaps. • Identify technical bottlenecks in the existing sales-to-provisioning workflow and implement operational improvements or train junior staff on new processes within the CRM/Project tools. • Leverage your deep understanding of specific backup solutions (e.g., Veeam, ShadowProtect) to size solutions, calculate storage requirements, and ensure recovery point objectives (RPOs) are technically achievable. • Proactively review existing client infrastructure data to identify technical gaps and recommend logical service expansions.

• Execute routine maintenance tasks, including patching, minor upgrades, and following established Standard Operating Procedures (SOPs) for server builds and decommissioning. • Serve as the initial point of contact for Level 1-2 incidents within the ticketing system. • Troubleshoot user access, basic file permissions, and resolve simple system failures, escalating complex issues efficiently. • Utilize basic Bash or Python scripting skills to read, test, and execute existing automation scripts designed to improve daily workflows. • Apply your understanding of basic networking concepts (IP addressing, DNS lookups) to assist with server connectivity troubleshooting. • Maintain accurate system records and assist senior engineers in updating technical documentation and service data sheets.

• Provide expert, hands-on administration for production servers (RHEL/Ubuntu), focusing on Kernel tuning, deep boot processes, and performance optimization to ensure maximum uptime. • Design, code, and test robust Bash or Python scripts from scratch to automate routine operational tasks, significantly reducing manual intervention and improving service consistency. • Lead the technical investigation for operational failures, driving the Root Cause Analysis (RCA) process and implementing verifiable, long-term fixes. • Take ownership of complex administration tasks related to DNS (Authoritative/Recursive), Routing, and enterprise Mail services (Postfix, Dovecot). • Actively participate in peer-reviewing changes (Change Enablement) and provide technical guidance and training to Associate Engineers.

• Lead the design and long-term planning for complex, large-scale network infrastructure, incorporating advanced protocols like MPLS, VXLAN, and EVPN. • Serve as the technical authority in pre-sales activities, designing solutions, estimating capacity, and contributing technical specifications for proposals and client statements of work. • Take ownership of network governance, ensuring global compliance with security policies and regulatory standards. • Drive research and development for emerging technologies (Cloud Networking, Automation). • Manage relationships with high-level customers and internal stakeholders regarding long-term network capacity planning and investment. • Champion the adoption of network automation tools (Python/Ansible) to standardize configuration deployments and lifecycle management.

• Exhibit a "look around the corner" strategic mindset to identify systemic delivery risks and implement robust, preventative measures across the entire service delivery methodology. • Lead high-stakes project negotiations involving competing priorities from internal (Engineering, Finance) and external (Customer CTO/IT Director) stakeholders to align expectations and ensure expedited revenue realization. • Utilize an advanced understanding of the ITIL framework to identify areas for continuous improvement and architect consistent, high-quality delivery methodologies across all product lines. • Take full accountability for the overall team resource balancing, ensuring balanced workloads and smooth execution across all customer segments. • Leverage advanced proficiency in data analytics tools (e.g., Power BI, Tableau) to analyze delivery bottlenecks, measure RFT/OTIF performance, and drive strategic improvements.