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Form of workJob Requisition ID: 7749
Under the direction of the Supervisor, Integrated Operations, the Engineer II - Integrated Operations will be focused on overall monitoring of the Infrastructure/Application landscape and L1/L2 support/troubleshooting activities including but not limited to patch management, capacity management, health checks, Troubleshoot escalated tickets from Service Desk, initial triage of all alerts from various monitoring systems, etc. The Engineer II - Integrated Operations is also expected to manage, maintain and troubleshoot IEHP’s observability tools.
1. Application Performance/Infrastructure Monitoring - Use APM/ITIM tools to optimize application performance and identify performance bottlenecks in web applications, Infrastructure services (network, server performance, VMWare, SQL, Citrix, etc.) and provide solutions. Identify opportunities through APM/ITIM tool and perform root cause analysis for insights gained from User Experience tools like Dynatrace/AppDynamics. Partner with application development, application support, and other IT infrastructure resources to define measurement frameworks, develop KPI's and performance dashboards.
2. Design and Support – Act as a subject matter expert assisting the Engineer III with responsibilities for overall design and implementation of Application Monitoring and User Experience Analytics tools. The Engineer II will assist the Engineer III with research of the existing tools and solutions and will recommend means of enhancing the architecture to gain insights and improve overall Infrastructure/Application Owner’s experience.
3. Patch Management – Support the Engineer III with responsibilities for all patch management activities across the enterprise (server and end points).
4. Monitoring and SOP Based Troubleshooting – Monitor overall Application/Infrastructure landscape and will perform initial triages for all reported alerts from the various monitoring tools.
5. Act as Subject Matter Expert (SME) working with some of our observability tools used (Dynatrace/AppDynamics, SolarWinds, ExtraHop, Thousand Eyes, Citrix Director, Ushur, etc.
6. Identify automation opportunities for all repeat activities and work with the Engineer III toward implementation.
7. Proactive application monitoring, timely health checks and balances, on-call support for key deployments and/or production support needs.
8. Navigate and support Incident and Change Management processes with an end-to-end understanding of system workflows and technology infrastructure.
9. Collaborate with the Engineer III to configure and monitor new alerts, as needed, to prevent production issues from affecting application availability.
10. Collaborate with the Engineer III to create dashboards, publish alerts, or proactively identify issues raised after key releases to keep all applications and processes performing optimally. Communicate changes to community.
11. Provide ongoing technical support to remote area networks, Internet, and VPN communications.
12. Drive identification, assessment, and execution of ongoing process improvement opportunities for the benefit of equipment reliability, serviceability, and operations productivity.
The following experience may be concurrent:
- Minimum of Six (6) years of operational support experience is required.
- Six (6) or more years of experience with design/administration of APM/ITIM products.
- Exposure to monitoring and configuration management for scalable environments.
- Proven ability to script Python and PowerShell.
- Some Experience with DevOps and SRE activities / best practices.
Bachelor’s degree in Computer related field or similar technical field from an accredited institution required.
Proficiency in automating processes and integrating tools using REST APIs. Strong knowledge of APM/ITIM tools like Dynatrace or AppDynamics. Proficiency with Microsoft Windows Server operating system, Microsoft Windows 10/11, Microsoft Office 2013/2016/O365 products: Word, Excel, PowerPoint, and Access. Solid understanding of TCP/IP networking, Citrix, VDI knowledge.
Strong planning, organization, critical thinking, decision-making and communication (verbal and written) skills. Convey information and express thoughts and facts clearly, orally, and in writing. Demonstrates effective use of listening skills. Problem solving, analytical thinking, teamwork, interpersonal skills, communication skills, proactive application monitoring, and technical troubleshooting.
Displays openness to other people’s ideas and thoughts. Ability to collaborate and communicate in a team-based environment.
The IEHP Team environment requires a Team Member to participate in the IEHP Team Culture. A Team Member demonstrates support of the Culture by developing professional and effective working relationships that include elements of respect and cooperation with Team Members, Members and associates outside of our organization.
Word processing and data entry involving computer keyboard and screens, distribution of supplies and equipment to in-house departments. Must be able to lift, push or pull up to 50 lbs. Items weighing more than 50 lbs. will require assistance when moving. Back support belts must be worn when lifting, pushing, or pulling items. Projects involving lifting server appliance weights up to 50 lbs. and heavy eye strain with computer monitors.
A reasonable salary expectation is between $91,000.00 - $116,022.40, based upon experience and internal equity.
Inland Empire Health Plan (IEHP) is the largest not-for-profit Medi-Cal and Medicare health plan in the Inland Empire. We are also one of the largest employers in the region. With a provider network of more than 7,000 and a team of more than 2,500 employees, IEHP provides quality, accessible healthcare services to more than 1.5 million members. And our Mission, Vision, and Values help guide us in the development of innovative programs and the creation of an award winning workplace. As the healthcare landscape is transformed, we’re ready to make a difference today and in the years to come. Join our Team and make a difference with us! IEHP offers a competitive salary and a benefit package with a value estimated at 35% of the annual salary, including medical, dental, vision, team bonus, and state pension plan.
