TD Ameritrade Senior Engineer, TechOps Services in Omaha, Nebraska
The Senior Systems Support Engineer ensures the stability, integrity and efficient operation of various end-user computing systems such as Citrix, email, instant messaging, file, print, remote access services and other end-user infrastructure products. Serves as the escalation point to provide 3 rd tier support for Incident resolution and a liaison to the Core Services Engineering team. Performs administrative tasks that include but is not limited to: System patching, maintenance, Heath Checks, validation, and applying break fix support.
- End User Platform Operations
Build and maintain End User Platforms utilized by 10,000 associates across 10+ corporate sites and 360+ branch locations
Coordinate with multiple technology teams to perform large-scale system upgrades and migrations
Reduce end user technology vulnerability by participating in quarterly security patch validation and coordinating the deployment and remediation of server operating systems and security related application patches.
Coordinate and perform large-scale associate system upgrades , distributions and data migrations while minimizing associate impact and meeting predefined Service Level targets.
Develop and maintain operational system run books for related server grade systems and processes.
Discover, implement, develop and support tools for the Management, Administration and Maintenance of Associate’s Data, Software, and Mobile Devices.
Participate in quarterly disaster recovery tests
Provide feedback and recommendations on standards and procedures to Engineering teams.
Works closely with peer engineering groups providing recommendations and identifying opportunities to improve the associate experience with end user technologies.
Develop, Update and Perform Internal Controls Assessment Program (ICAP) Reviews.
Build and maintain custom reporting used by multiple departments & management in day to day functions.
Participate or Lead in third party vendor support Escalates
Provide 3rd tier support and direction for end user server platforms, and serve a point of escalation for the Site Support & Service Desk teams, as well as technical liaison for the Core Services Engineering Team.
Utilize IT Service Management tools to document, track, and resolve incidents according to procedures.
Utilize IT Service Management tools to documents system change requests according to Change Management procedures.
Participate in multiple required daily, weekly, monthly administration tasks.
Participate in 24x7 on-call rotation escalation support for operations team.
Make suggestions and work with support teams to implement changes to improve the functioning of the daily support activities.
Develop and document standardized troubleshooting techniques used to analyze system incidents.
Plan changes to enterprise devices/systems, with an end-to-end approach based on Engineering defined standards and practices.
5 years Enterprise Microsoft Systems Administration experience within e-commerce or financial services industry
Advanced knowledge and experience in operational support and administration of:
Experience with Exchange Messaging and Mobile Device Messaging Platforms
Blackberry Enterprise Server Platforms
Experience with File and Print servers
Knowledge and experience with automation and scripting: PowerShell, VBScript, Perl, Batch.
Experience troubleshooting email routing problems as well as OWA and EAS client-related problems.
Knowledge of reporting and query tools and practices in Active Directory.
Knowledge and experience with relevant networking specifications, including but not limited to TCP/IP, DHCP, DNS, etc.
Must be a self-starter with the ability to work independently and in a collaborative team environment.
Excellent time management and organizational skills.
Basic knowledge with VMware is a plus.
Excellent written and oral communication skills.
Some exposure to multiple technology platforms including but not limited to: UNIX/Linux, Networking, Windows Server, Database, or Desktop support.
Ability to work within a team, in a timely manner, to ensure all possible resolutions have been exhausted before escalating.
Experience working with cross-functional teams collaboratively to diagnose technical failures and restore service.
Experience with BMC Remedy or similar enterprise system for tracking and classifying incidents.
Customer Service experience
BA or BS Engineering, Computer Science or related field
Military education or experience may be considered in lieu of civilian requirements listed
TD Ameritrade is an equal opportunity employer. At TD Ameritrade we believe that people matter. We value diversity and believe that it transcends race, national origin, age, marital status, gender identity / expression, sexual orientation, citizenship status, service in the armed forces, disability, thoughts, ideas and perspectives. Our commitment to building an inclusive culture is aimed at attracting and retaining diverse talent, clients and shareholders to the firm. It's a belief that's core to the success of our organization.