Service Reliability Engineer II

GCI's Service Reliability Engineer II will provide compute platform administration and engineering support for maximum operational reliability at varying levels of expertise. Emphasis on performing tasks with a focus on continuous improvement, problem-solving, and solution delivery; automating processes through system management practice, judgment, and expertise. Where possible, Agile Methodology will be performed at an enterprise level and scale with large numbers of virtual and physical servers and other devices.  ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:

• Automate and streamline operations and processes to support continuous release capabilities.
• Perform script maintenance and updates due to changes in requirements or implementations.

• Build and maintain tools for deployment and testing in stable and scalable production environments.
• Create release notes and deployment plans.
• Build and develop IT solutions to meet business requirements.
• Document functions and changes to new or modified modules and test activities/results.

• Solve problems related to mission-critical services and create solutions to automate response to all non-exceptional service conditions.
• Troubleshoot existing systems to identify errors or deficiencies and develop solutions.
• Install and configure solutions.
• Develop and implement reusable components.

• Collaborate on the design, implementation, and support of large-scale infrastructure across multiple cloud solutions.
• Work with Change Management to coordinate changes.
• Work with vendors to resolve problems and develop solutions.
• Assist in production support.

• Engage in service capacity planning and demand forecasting, as well as performance analysis and system tuning.
• Review modules for quality assurance.
• Deploy new modules, upgrades, and fixes to the production environment.

 

Focus Areas (see addendum for additional details):

1. Cloud Management & Optimization
   • VMware Engineer and Administrator
   • Splunk Engineer and Administrator
   • Configuration Management Engineer and Administrator
2. Identity and Reliability

Focus Area: Essential Services

Additional Job Requirements:

In addition to regular duties, the role will involve active engagement in security engineering tasks, including the following::

• Conduct discovery and documentation of assets, applications, software, systems, processes, risks, roles, communication pathways, and relationships within Technology Planning & Engineering.
• Develop and document security and compliance standards, controls, processes, and requirements in collaboration with the Enterprise Security Office (ESO), and work with IT teams to implement and validate as necessary.
• Provide security consulting to IT- specific teams, advising on security considerations related to IT projects and other IT initiatives. 
• Perform security and compliance troubleshooting within the IT domain.
• Collaborate with ESO to support and augment security-related incident management and other security efforts.

 

Preferred Additional Qualifications:

• Experience with endpoint configuration and patch management systems, such as SCCM, KACE, or similar tools.
• Experience in configuring and managing identity solutions like Ping Identity, Okta, or similar systems for OAuth, SAML, OpenID and Multifactor Authentication (MFA) integration.
• Proven experience administrating Active Directory, focusing on continuous improvements of directory services, while ensuring adherence to best practices.
• Experience with network scanning system tools like Nexpose, Qualys, or similar systems.
• Experience with data mining and management systems such as Alteryx, Tableau, or similar platforms.
• Possession of certification in one or more of the following areas:
  • CEH: Certified Ethical Hacker
  • GSEC / GCIH/ GCIA: GIAC Security Certifications
  • ECSA: EC-Council Certified Security Analyst
  • GCPM: GIAC Certified Project Manager
  • CISA: Certified Information Security Auditor
  • CCFP: Certified Cyber Forensics Professional
  • CRISA: Certified in Risk and Information Systems Control
  • CISSP: Certified Information Systems Security Professional
  • CISM: Certified Information Systems Manager
  • GSLC: GIAC Security Leadership
  • CSX Certificate, CSX Practitioner, or CSX Specialist
• Other applicable IT, Information Security, and Compliance related Certifications are a plus.

COMPETENCIES:

• ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.
  • Own and manage priorities and individual tasks without direct supervision.
  • Take the initiative and seek out opportunities.
  • Assess and accept risks and learn from mistakes. 
  • Take ownership and accountability of problems and facilitate finding a solution, involving other groups as necessary.
• BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI’s Code of Conduct for Employees – the Basic Principles.
• COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
  • Work collaboratively as a project team member, with an eye towards continuous improvement and providing operational excellence.
  • Guide development teams in a manner that creates success and allows for future self-sufficiency. 
  • Foster innovation and promote teamwork, working to resolve problem relationships directly.
  • Build and maintain effective working relationships with leadership, peers, customers, and vendors. 
• COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.
  • Create clear and concise written documentation for a variety of audiences, including developers, business analysts, and business users. 
  • Use a blend of written communication techniques, including detailed documentation, diagramming, and slide presentations. 
  • Take the initiative to initiate communication among teams, including remote team members. 
  • Initiate and deliver presentations to internal groups on domain topics.
  • Translate business and technical requirements into test cases, test scenarios, and scripts.
• COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI’s Code of Business Conduct & Ethics.
• CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
  • Provide a professional level of service to both external and internal customers.
• RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.
• RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.
  • Strong knowledge of agile methodology and continuous integration and delivery.
  • Knowledge of automation and orchestration tools for automated deployments and SDLC.
  • Knowledge of virtual environment tools such as VMWare and cloud services.
  • Understanding of configuration management and software-defined infrastructure.
• Strong organizational and time management skills.
• Excellent troubleshooting and problem-solving skills.
• SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
• Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively. 

Grade: E06

Additional Job Requirements:

This is an advanced level technical position requiring the ability to work independently and as a team under general supervision. Skilled in multiple technical environments, with ability to work independently on straightforward projects. Works on moderate to complex duties in support of one or more projects under deadlines and operating constraints. Requires the ability to provide functional/technical guidance, develop and implement software-defined infrastructure, automate tasks, and the following duties:

• Create and share development estimates and operational requirements to enable accurate planning with realistic timelines.
• Serve as a liaison between client partners, IT, and vendors in coordination with project managers to provide technical solutions that address user needs.
• Analyze customer needs to uncover opportunities for improvements.
• Participate in integrating solutions with other applications and platforms outside the framework.
• Develop and document custom test automation frameworks.
• Maintain new and existing object reference files.
• Build automated deployments using configuration management technology.
• Document and complete knowledge transfer to production support.
• Validate deployments with tests (pre and post).
• Assist in establishing requirements and automation for routine maintenance.
• Evaluate existing applications and platforms and provide recommendations for improving performance.
• Participate in the development of contingency plans, including reliable backup and restore procedures.
• Develop user guides and training documentation for systems.
• Evaluate new application packages and tools.
• Provide technical coaching and mentoring to less-experienced team members.
• Assist in performing duties required of lower levels of position.

Minimum Qualifications:

Required: *A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis

• High School diploma or equivalent.
• Bachelor’s degree in Computer Science, Engineering, or related field. *
• Minimum of four (4) years of related experience in a Telecommunications or Computer Sciences/IT field to include any combination of the following: *
  • Working knowledge of two or more programming languages.
  • Proficiency in frequent incremental code, testing, and deployment.
  • Work experience in Automation tools, applications, systems, or IT operations.

Preferred:

• Relevant telecom industry or job specific certifications. 

DRIVING REQUIREMENTS: 

• This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.

PHYSICAL REQUIREMENTS and WORKING CONDITIONS:  

• Work is primarily sedentary, requiring daily routine computer usage.
• Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.
• Ability to accurately communicate information and ideas to others effectively.
• Physical agility and effort sufficient to perform job duties safely and effectively.
• Ability to make valid judgments and decisions. 
• Available to work additional time on weekends, holidays, before or after normal work hours when necessary. 
• Must work well in a team environment and be able to work with a diverse group of people and customers.
• Virtual workers must comply with remote work policies and agreements.

The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to the immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services. Culture, Engagement, and Connection: At GCI, we foster an environment where the unique perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community by nurturing and empowering each member of our workforce, ensuring equal opportunities for every Trailblazer. EEO: GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law.  DISCLAIMER:  The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.

 

 

Headquartered in Alaska with additional locations throughout the U.S., GCI has worked for more than 40 years to deliver communication and technology services to some of the most remote communities and in some of the most challenging conditions in North America. GCI is a pioneer in its field, bringing telemedicine and online education capabilities to communities across the state and continuing efforts to connect the Arctic globally as well as providing strong services to consumer and business markets. GCI’s introduction of 1 GIG internet speeds in the state as well as its innovative partnership with Apple are among the countless ways the company has transformed communication and quality of life for Alaskans.

EEO: We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or another characteristic protected by law.