GCI's Service Reliability Engineer III 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):

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

Level Definition

Position Title: Service Reliability Engineer III

Grade: E07

Additional Job Requirements:

This is an expert level technical position requiring the ability to work independently and as a team under limited supervision. Skilled in multiple technical environments that span a broad range of applications with the ability to work on complex, major, and highly visible tasks in support of multiple projects under deadlines and operating constraints. Demonstrated knowledge of a broad range of hardware and software products. Requires the ability to lead efforts and function as a project technical lead, develop and implement software-defined infrastructure, automate tasks, and the following duties:

Review technical design specs of other team members. Check for compliance with all standards, policies, and procedures. Verify functionality of components and services to ensure deployments meet expectations. Evaluate vendor solutions to ensure compliance with requirements and cost-effectiveness. Participate in the design of disaster recovery plans and back up procedures. Provide recommendations for solutions and design. Perform research on best practices for emerging tools and cloud technologies. Establish requirements and automation for routine maintenance. Integrate solutions with other applications and platforms outside the framework. 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 six (6) 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. Designing, developing, testing, and deploying applications using Continuous Delivery/Integration methodologies and emerging technologies.

Preferred:

Experience leading in Agile team environments. Relevant telecom industry or job specific certifications.     Required at ALL Levels

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. Diversity, Equity, and Inclusion: : At GCI, we foster a culture of inclusivity by nurturing an environment where the varied perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community as we grow and empower a diverse workforce that provides equitable opportunity 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.