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Corp Systems Engineer - Database

Company: SHI International Corp.
Location: Somerset
Posted on: April 8, 2021

Job Description:

Job Summary

The CORP Systems Engineer - Database will work in our Call Center for incident and problem management related to the maintenance and support of the company Cloud Support customer environment. The CORP Systems Engineer - Database will provide a single view to the organization for Cloud Customer technology related incidents. through telephone and email support and guidance to users of the Cloud Services portfolio. The CORP Systems Engineer - Database will report to the Director - Corp IT Services Support .

About Us

Founded in 1989, SHI International is an $11 billion global provider of IT solutions and services. SHI currently has 5,000 employees worldwide.

To learn more about SHI International Corp, visit our website:

What SHI Can Offer

  • World Class Facility includes on site gyms and cafeterias
  • Ongoing opportunities for personal and professional growth and development due to our strong promote from within philosophy
  • Work in an up-beat, creative, and fun environment
  • Benefits including medical, vision, dental, 401K, and flexible spending

    Includes, But Are Not Limited To

    Responsibilities
    • Answer incoming calls and/or requests when required, troubleshoot, resolve issues and provide first call resolutions for customers
    • Assists Service Desk Analysts as a subject matter expert resource for database products
    • Assists Cloud Account Managers and Technical Account Managers with customer engagements by attending managed service customer's monthly cadence calls to assist with technical questions.
    • Coordinate resources, both internal and external vendors to solve IT problems for AWS, Azure and O365 cloud venders.
    • Configuration and management of Cloud-based Databases such as SQL Managed Instances, SQL PAAS, Azure Data Factory, Amazon Aurora, MongoDB, Cosmos DB, etc
    • Configure Database backups and monitoring tools for our Managed Service customers
    • Create knowledge base articles for our Managed Service customers
    • Develops, documents, and conducts various training for Service Desk Analysts
      • Enter and manage all incidents and problems in the incident management system and act as a liaison between customers and technical escalation teams
      • Energetically follow-up on open incidents and problems and provide status updates and feedback to end users while problems are being investigated
      • Guide end users on best practices when using SHI's Cloud solutions
        • Investigates user problems and identifies their source; determines possible solutions; tests and implements solutions and consults with users
        • Maintains and updates documentation in CRM and/or SharePoint/Teams for customer specific runbook processes.
        • Maintain Database security by controlling database access permissions and privileges while complying with regulatory requirements. User Management and linked servers.
        • Perform Database Maintenance activities such as upgrades and patching.
        • Provide L2 support for Databases such as SQL Managed Instances, SQL PAAS, Azure Data Factory, Amazon Aurora, MongoDB, Cosmos DB, etc.
        • Provide first line response for remote customers requiring assistance with information technology issues and problems within SHI's Cloud Support customer portfolio.
        • Provide support for AWS, GCP and Microsoft account teams.
        • Provide Performance Tuning and assist developers with complex query tuning and schema refinement.
          • Keep tickets up to date with all contact attempts and details of ticket work and problem resolution information.
            • Support application functionality and remain current on release updates and product knowledge.
              • Support evening and weekend on call activities as necessary.
                • Support multiple versions of Windows/Linux Operating Systems.
                • Support projects as assigned by the Service Desk Manager, Senior Engineers and TAM's.
                  • Work closely with other departments on follow up and communications to ensure clients/end users receive the best support possible.
                    • Work with the DevOps team and Development teams integrating Databases into the CI/CD pipeline to ensure database deployments and implementation support efforts meet expectations.

                      Qualifications
                      • 5+ years of (tier 2 or 3) administration or engineering experience in an enterprise IT environment
                      • 3+ years of AWS or AZURE support in an enterprise IT environment
                      • Bachelor's degree or equivalent knowledge and work experience
                        • One or more certifications (Database certifications: MS SQL, MYSQL, Oracle, Amazon Aurora, MongoDB, Cosmos DB, etc) The primary skill should be in MS SQL
                          • Basic scripting and development & PowerShell
                            • Expertise with professionally coordinating and assisting customer support (tier-2 or tier-3) personnel with AWS or AZURE related incidents and tasks
                            • Expertise in coordination and escalation to AWS or Microsoft support and ability to coordinate with first- and third-party software vendors as needed for resolution of business-impacting problems
                              #Corp

                              Required Skills
                              • Ability to remain calm and focused under pressure
                              • Ability to work both independently and as a member of a team
                              • Ability to communicate technical information to non-technical personnel
                              • Ability to identify and resolve computer system malfunctions and operations problems
                              • Ability to learn and support new systems and application
                              • Excellent organizational and time management skills
                              • Excellent verbal and written communication skills
                                • Exceptional customer service and communication skills
                                • Exceptional troubleshooting skills
                                  • Able to adjust queries to improve performance
                                  • Expertise with data warehousing
                                    • Initiative to research and resolve problems
                                    • Must demonstrate proper escalation processes
                                    • Professional telephone manner
                                    • Skill in organizing resources and establishing priorities
                                    • Strong network troubleshooting skills

                                      Preferred Certifications

                                      Certifications Required
                                      • Azure Data Factory
                                      • Amazon Aurora
                                      • Amazon DynamoDB
                                      • Amazon SimpleDB
                                      • Cosmos DB
                                      • MongoDB
                                      • MS SQL
                                      • MYSQL
                                      • Oracle
                                      • SQL PAAS,

                                        Unique Requirements
                                        • Must be able to work various shifts to support 24 by 7 by 365 operations
                                        • Must participate in on-call rotation

                                          Additional Information
                                          • FLSA Status: Exempt
                                            Equal Employment Opportunity - M/F/Disability/Protected Veteran Status

                                            #corp

Keywords: SHI International Corp., Trenton , Corp Systems Engineer - Database, IT / Software / Systems , Somerset, New Jersey

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