Responsible for monitoring and responding to environmental alerts, outage notifications, and assists in routine patching and maintenances. Makes and receives calls to customers on a routine and on-call basis. Creates and manages requests and alerts via ticketing system. Escalates to Senior Engineers on team when needed. Assists in software deployments and change control. Implements best practices for system performance, interoperability, and automated provisioning while providing excellent customer support. Conducts pre-sales activities, assists with proposal development, and evangelizes Exchange both internally and externally.
Ownership of infrastructure build out and upgrade.Assists in the design, architecture, implementation, security, and support of small to large scale Exchange messaging server environments.Supports visioning for enhancements and future product offerings, supports projects, prepares scope documents and project plans.Implements best practices for system performance, interoperability, and automated provisioning while providing excellent customer support.Consults with clients to determine requirements and design solutions to meet these requirements, such as system structure, sizing, and configuration; scaling; documentation, long-range requirements, operational guidelines and protection.Develops internal tools and practices for efficient and effective operations and support.Formulates and monitors policies, procedures, and system management and operational standards.Proposes and implements enhancements that will improve the performance and reliability of the system.Technical responsibilities include problem identification, system architecture definition, hardware/software specification and/or design, and implementation.Evaluates the analysis of the short-term or long-term capacity needs for messaging systems.Provides direction for design activities.Makes recommendations on approaches and architectures and helps evolve our best practices, tools and framework as appropriate.Recommends server configuration and high availability (HA) setups.Reads and interprets monitoring stats and provides cause and solutions.Becomes familiar with operational and support issues and takes ownership of process improvements.
Key Performance Indicators
Stability of Exchange environments.Implementation reviews with senior storage engineers.Weekly ticket reviews.All maintenances successfully planned, proposed, executed and followed up.
KPIs Include (not limited to):
MAIN CONTACTS (external/internal):
Monitor systems and resolve issues
Coordinate system updates and escalate issues
Receive direction and goals
Understands advanced Exchange messaging and collaboration server technologies.Knowledgeable in advanced troubleshooting techniques at the server and application level.Understands high availability (HA) setups.Experience with large scale production messaging and collaboration systems, managing multiple Exchange servers.Advanced knowledge of email protocols (SMTP, IMAP and POP).Advanced knowledge of Active Directory and DNS.Advanced level knowledge of Exchange centric hardware deployment and data communications networks.Advanced knowledge of SCCM and SCOM products.Ability to troubleshoot and create monitoring solutions.Advanced level knowledge of current Exchange operational strategies including data recovery, performance tuning, transaction log replay, replication, and mail flow.Ability to interpret and write complex PowerShell scripts.Ability to read and understand SQL syntax.Excellent interpersonal skills.Advanced verbal and written communications.Ability to present to internal customers.Should have a strong desire to grow within the messaging field.Ability to provide FANATICAL support.Bachelors degree in computer science or engineering related field or equivalent combination of education and experience.At least 3-5 years of related messaging experience.Basic programming skills preferred.MSCE: Messaging certification preferred.MCITP certification or ability to demonstrate equivalent knowledge preferred.Continued interested in developing and expanding technical knowledge.