Sr. Incident Response Engineer

Job Summary:

Our Sr. Incident Response Engineers are primarily tasked with providing escalated remote support and project delivery to our Incident Response clients. Issues range from backups, workstation, Active Directory, network, and hypervisor restoration to migrations, upgrades, and solutions-building. Project tasks could involve a mix of restoration, re-design, and even security toolset deployment to get IR clients back to an operational state, whilst shoring up known security vulnerabilities. Our Sr. Incident Response Engineers work as part of a dynamic, flexing team – ready to respond at a moment’s notice and take part in a rotating, on-call rotation for Incident Response On-Call. In periods of lower activity, our engineers may flex into more traditional infrastructure project delivery aimed at optimizing client environments. This position reports directly to our Manager of Incident Response.

Responsibilities (including, but not limited to):

Perform IR Project Tasks

• Collaborate on project planning, project design, preparation of deliverables, timelining, and contingency planning.
• Perform advanced systems configuration, management, and maintenance in areas including the following (as a sample but not an exhaustive listing):
  • Microsoft-related technologies: Windows Server, Exchange, SQL Server, SharePoint, Active Directory, GPO, LAPS, SCCM, MDT, etc.
  • Virtualization technologies: VMware and Microsoft Hyper V
  • Backup and disaster recovery solutions for both desktops and servers
  • Remote access solutions: VPN, Remote Desktop, Citrix, etc.
• Leverage diagnostic tools; review event logs, Syslogs, monitoring data, and memory dumps to troubleshoot issues.
• Restore and reimage virtual servers from images and various backup solutions
• Restore and rebuild ESX and Hyper-V hosts, domain controller, etc.
• Employ a solid understanding of networking concepts and troubleshooting
• Deploy and configure security-enhancing solutions for systems and applications (including MFA and endpoint protection).

Meet Measurables

• Maintain billable utilization targets
• Record complete change details, time worked entries, and work notes in ServiceNow platform on a real-time basis
• Contribute to the team’s attainment of high customer satisfaction scores on project delivery

Follow Process:

• Follow our project process to execute project deliverables: configure, test, implement, refine, document, monitor, and transition to appropriate stakeholders.
• Follow our Change Management Process to perform approved changes in client environments

• Communicate internally and (as directed) externally to provide timely information regarding project status, promised follow-ups, and requested feedback on a detailed and professional basis. 
• Take ownership for client experience:
  • Guarantee project deliverables are met; ensure customers are satisfied
  • Look for ways to improve project experience (internally & externally)

Escalation & Troubleshooting

• Receive escalated systems issues from more junior engineering resources work to resolution
• Own the issue through completion; determine root cause, locate a clear path to resolution
• Participate in incident response on-call rotation for incoming IR projects.  Assist in the initial triage and establishment of access for project kick-off.  

Flex into Project Delivery

• Remain flexible to changing needs within the Incident Response team, employ knowledge and prior experience to provide additional support for additional infrastructure projects in seasons of minimized incident project volume.
• Sample Projects Deliverables may include but are not limited to:
  • Infrastructure Migrations: On-Prem to Cloud
  • Systems Upgrades
  • Toolset Implementation & Configuration

WHO YOU ARE: REQUIRED SKILLS AND EXPERIENCE:

• You’re a knowledge seeker. Regardless of method, you have obtained and exposed yourself to knowledge centers that have qualified you to master technical systems design, recovery, and deployments. You ideally have a four-year degree in a relevant field and have earned vendor-level certifications such as Microsoft MCSE, VMWare, and VCP. Network-related certifications such as Cisco CCNA/CCNP are a big plus.
• You have at least 5 years of experience delivering IT projects or support working with systems and virtualization, ideally with exposure to enterprise infrastructures.
• You’re the ultimate gladiator of the IT environment. Not only do you have a stellar foundation in hardware and operat