Senior Premier Services Engineer

Overview
Job Purpose
The Sr. Premier Services Engineer (Sr. PSE) is a senior position responsible for working across all Premier Services accounts and assigned Premier Services Engineers (PSEs) to lead or assist in the mission to achieve all stability & performance goals of the assigned accounts. Also, this position will have a focus on the role of the Technical Lead Consultant on customer facing engagements such as: Enhanced Client Engagement (ECE) & Encompass 360 Health Checks (e360).
The Sr. PSE will be a key player of a team responsible for ensuring ICE Mortgage Technology services are highly available, reliable, secure & scalable but for the benefit of Premier Services customers. The Sr. PSE will work with PSEs to constantly review & help resolve blocking factors related to infrastructure hardware, software, or services. The ideal candidate is fluent in systems programming &/or automation & can leverage their experience to solve complex problems associated with running production environments at massive scale in multi-tenant environments. The Sr. PSE may have some account-specific responsibilities but otherwise is a resource across the Premier Services accounts & will be supporting both recurring infrastructure & planning meetings as well as some of the Sev-1 or Sev-2 incident bridges. The SR. PSE needs to be very customer focused as well as internally astute in order to be the best advocate internally with Product Management, Engineering & Cloud Operations on behalf of Premier Services customers.
The Sr. PSE will have primary reporting to the Premier Services team & have dotted-line responsibilities to the Professional Services Project team overseeing Enhanced Client Engagement (ECE) & Encompass 360 Health Checks (e360). The Sr PSE will act as the Technical Lead Consultant to the ECE & e360 engagements. These engagements will have the following focus areas:

• Issue Resolution & Guidance
  • Conduct client discovery to further identify issues, risks, & concerns for developing a remediation strategy to increase client satisfaction & overall adoption of ICE MT Solutions.
  • Escalate critical issues to the appropriate internal departments.
• Enhance Client Satisfaction
  • Strive to understand& meet the needs of each client ensuring their satisfaction, loyalty, & adoption of ICE MT solutions that fit their business needs through proactive, timely assistance & remediation.
• Foster Client Engagement
  • Proactively engage with clients for feedback to establish strong ties & become a trusted partner in their success.
• Drive Client Retention & Growth
  • Contribute to client retention through one-on-one partnership, as well as identify opportunities for upselling, cross-selling, & expanding our solutions to our clients.
• Improve Communication & Collaboration
  • The ECE will facilitate effective communication & collaboration between clients & internal departments, ensuring seamless delivery of services & prompt issue resolution.

Responsibilities

• Employ proactive deep performance related troubleshooting & scripting skills to improve the availability, performance, & security of ICE Mortgage Technology Services.
• Documenting technical analysis, findings, problem areas, & recommendations for optimizing performance improvements with our services.
• Participate as a technical lead for ICE Mortgage Technology ECE & e360 projects.
• Work collaboratively & cross-functionally with customers & teams across ICE to advocate & drive for ideas that increase the customer's & ICE Mortgage Technology's productivity on our solutions.
• Facilitate meetings with SRE, Engineering, Product Management & PSEs to help drive improvements with our customer experience.
• Implementation of proactive monitoring, alerting, trend analysis & self-healing systems.
• Participate in restoration & repair of service-impacting issues.
• Conduct Root Cause Analysis & drive repair to prevent recurrence through to closure including, but not limited to, resolution of product/service defects or design changes, infrastructure changes, or operational changes.
• Define non-functional requirements as part of the product lifecycle to influence the new designs, standards, & methods for scalable, highly available distributed systems.
• Author support architecture white papers where needed to document key reliability engineering factors as guidelines for the other PSEs & Tier 3 Support.
• Acquire & maintain knowledge of existing systems & new systems to understand any product, professional services, or 3rd party dependencies.
• Execute on resolution of complex problems or transactions, with context/direction from more senior staff.
• Emerging expertise in specific skill set, business area or product but focused on daily execution.
• Generally, has full ownership for one or more processes, reports, procedures, or products within a broader initiative or process.
• May supervise day to day work of junior level employees but without formal management role.

Knowledge and Skills

• 10+ years of Systems Engineering in 24x7 Production Services environments.
• BS in Computer Science, Computer Engineering, Math, or equivalent professional experience.
• Seasoned professional in critical incident triage & response.
• A fundamental understanding of core software skills including software lifecycle management principals, & an understanding of client server, cloud computing & APIs.
• Excellent troubleshooter, utilizing a systematic problem-solving approach spanning code, systems, & network.
• Demonstrated experience in designing, analyzing, & diagnosing large-scale distributed systems.
• Fluency with at least one current generation scripting language used by DevOps professionals (Python, Bash, Perl..).
• Deep knowledge of Windows Server or Linux systems internals (system libraries, file systems, client-server protocols).
• Experience with network theory & protocols (TCP/IP, UDP, ICMP, DNS, Load Balancing...), ability to read a packet capture/tcpdump as well as Encompass client & server-side logs.
• Self-starter who can take ownership of technical issues & follow-through to repair.
• Experience in both Windows Server (2k8R2+) or Linux (centos a plus) systems administration.
• Security triage & forensic analysis.
• Experience in supporting microservices.
• MongoDB experience.
• Familiarity with CRM, Case, & Defect management Tools such as SalesForce & JIRA.
• Familiarity with the use of the following or similar tools; Tableau, Sharepoint, Confluence, MS Office, collaboration tools such as Teams.
• Strong personal skills in collaboration, time management, stress management, drive, sense of urgency, decision making, & risk management.
• Customer Focus: Exhibits a sense of dedication to meeting the expectations & requirements of the customer. Actions are considerate of customer need & perception; builds & maintains functional & appropriate relationships; gains trust & garners the respect of multiple customers.
• Communicates effectively: develops & delivers, by written & oral communications, information which is clear, salient, & audience appropriate. Listens attentively; Adapts communication style to the audience & setting; Communicates effectively in large & small groups, & one-to-one. Deliver salient information & complete solutions with confidence. Exemplary customer services skills for active listening, communication, presentation, project management, patience, empathy, resilience, & social skills.
• Drives Results: Is able to consistently demonstrate achievement of results toward goals & objectives. Persistent; Empowered; Promotes & appropriately encourages others to meet/exceed goals.
• Manages Ambiguity: Demonstrates an ability to remain productive & function effectively in the role when situations are uncertain, unclear, or where situational information is not complete. Adaptable; Flexible; Resilient.
• Manages Complexity: Obtains relevant diagnostic information & apply to issue analysis & resolution efforts. Possesses the capability, capacity, & patience to collect & consider complex, large quantities, &/or potentially contradictory information in the process of triage, problem analysis, & resolution. Critical thinking; Problem solving.

Advanced or Working knowledge of at least one or more of the following technologies:

• Encompass
• SDK
• Python
• Java
• SaaS Infrastructure & Web-Based Applications
• TCP/IP Network Infrastructure Layers
• Amazon Web Services / Azure
• Microsoft IIS/Win NT/.net
• Database (SQL / No SQL)
• App Dynamics
• REST API
• Web Services

Schedule
This role offers work from home flexibility.
Intercontinental Exchange, Inc. is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability or veteran status, or other protected status.