Senior Technician/Engineer IT Infrastructure Operations

Under the direction of the Manager, this position is responsible for monitoring and managing the configuration of the fleet of workstations and servers, developing automation to remediate known device vulnerabilities, and maintaining application installs and upgrades.

Production Maintenance 
•    Supports production environment: Logs and tracks problems, responds to questions / support requests, and meets established service levels. 
•    Assesses and communicates impact of user problems. Assigns outstanding problems to appropriate support group/individual, and ensures priorities and deadlines are established.
•    Performs regular follow-up according to procedures, and confirms resolution with user prior to closing problem reports.
•    Monitors system performance levels, and develops appropriate alerting and reporting processes.
•    May lead problem analyses, initiate corrective actions and resolution, and ensure status updates are provided to those impacted in support of the IMSG Service Level Agreements. (Engineer) Leads problem resolution efforts, including complex and cross functional issues.
•    Implements program/system updates and enhancements in accordance with corporate policies and Information Technology (IT) standards.
•    Assists in system updates, and ensures processes are in place so similar updates are applied to underlying infrastructure and associated interfaces.
•    Maintains documentation of IT procedures, system configuration standards, maintenance, and upgrades. Maintains knowledge of assigned products and services. (Engineer) Develops documentation of IT procedures, system configuration standards, maintenance, and upgrades. Maintains knowledge of assigned products and services.
•    Follows risk management guidelines and procedures, and ensures compliance with applicable BOH policies.
•    Writes and maintains PowerShell scripts. (Engineer) Participates in disaster recovery execution and testing.

Implementation
•    Implements and maintains systems as specified by a given set of requirements.
•    Provides logic, data flows, and diagrams from technical specifications depicting system integration.
•    Participates in design and configuration reviews. Ensures systems configuration changes produced individually or by vendors adhere to the Bank’s standards and applicable business requirements.
•    Develops and maintains documentation of all technical development and subsequent revisions.
•    Maintains and enhances third-party software.
•    Plans and executes application and systems installations and upgrades, including security and program configuration and maintenance for business applications and databases in production, development, test, and disaster recovery environments. (Engineer) Identifies technical and resource pre-requisites and dependencies in order to ensure successful project completion. Communicates with stakeholders to gather requirements, explain objectives, and coordinate tasks.

Systems Analysis 
•    Provides systems and/or process analysis and design to meet functional and organizational requirements.
•    Provides input and recommends alternative solutions while costing/estimating. (Engineer) Provides solutions to address systemic issues or address new requirements.
•    Incorporates Bank of Hawaii information security policies and procedures into all system designs.
•    Incorporates the reuse of existing components within designs where feasible and efficient.
•    Supports full systems life cycles which include hardware or software replacement and redesign. (Engineer) Proactively researches new technologies and presents recommendations including costs/timeframes. Develops processes and systems to support technology recovery efforts.

Testing 
•    Develops test plans, incorporating Corporate Testing Standards and independently performs testing activities.
•    Works with business partners and IT teams to identify and define processes for acceptance testing and for reviewing results.
•    Participates in design and pre-implementation walk-throughs. (Engineer) Builds and ensures test environments and conditions are accurate and realistic representations of production systems
•    Works with business partners and IT staff members to provide a test environment.
•    Ensures that testing results are documented and that testing approvals are received.
•    Analyzes problems and ensures resolution.
•    Participates in the development of application recovery plans.
•    Ensures application recovery plans are reviewed, tested, and documented according to corporate policies.

Vendor Management 
•    Assists in managing vendor to deliver agreed-upon service levels and delivery commitments related to systems performance.
•    (Technician) Addresses issues with vendor performance on production and project delivery. Participates in contractual negotiations and recommends appropriate changes based on corporate IT standards and support requirements.
•    Initiates communication with vendor and, if needed, escalates with vendor management for problem resolution.
•    Works with vendor to identify opportunities for innovation, cost reduction, and improved functionality and efficiencies with provided solutions. (Engineer) Serves as a primary interface with vendors or other service providers, ensuring maintenance of vendor and Bank relationships
•    Develops or assists in the development of Request for Information (RFIs), Request for Proposal (RFPs), and business cases.
•    Participates in evaluation of vendor proposals and performance, taking into account corporate strategy and IT architecture standards.

Leadership 
•    Participates in team events and projects. (Engineer) Leads team events and projects.
•    Educates users on endpoint devices, and acts as an IT consultant.
•    Provides cross training with other team members to maintain effective back up.
•    Participates in the evaluation and implementation of new technology. Takes initiative to become educated and knowledgeable on topics that pertain to technology and role.
•    Monitors trends and new developments in specific technologies.
•    Develops and communicates career goals to management, works with management to develop plan for achieving career objectives.
•    Participates in interviews and selection of prospective new staff members. (Engineer) Assists with departmental project management, including identifying tasks, risks and timeline development. 

Business Partnership
•    Maintains a positive business relationship with business units and partners.
•    (Technician) Works with business users to understand their needs and to define requirements for new or existing applications and systems. Provides technical alternatives and solutions to meet business community requirements. Identifies and proposes deliverables required from multiple business groups. Leads, with direction, project planning sessions with clients, business analysts, and team members.
•    Understands business processes and business strategy, and provides input to Business Partners in support of those processes/strategies.
•    Communicates project status and schedules proactively.

Performs all other miscellaneous responsibilities and duties as assigned.

 

• Education:  Bachelor’s degree from an accredited institution or equivalent work experience.
• Experience:  Level is dependent on years of experience and size/complexity of prior positions held.    
  • Senior Technician:  Minimum of 4 to 5 years of work experience in information technology supporting Cisco Network Operating Systems.
  • Engineer: Minimum of 5 years of work experience in information technology supporting server operating systems and data center technologies, or equivalent work experience. Project/process management experience.
• Technical Skills: Proficiency and expertise with personal computers and Microsoft Office applications. Implementation and maintenance of local and wide area networks. Configuring and troubleshooting Cisco routers, firewalls, switches, Wi-Fi, & VoIP devices.  Configuring and troubleshooting network security solutions (ISE, VPN, etc.). Familiar with network load balancing, and virtualization solutions.  Experience with network performance and management tools. Experience with IP management solutions. (Engineer) Expert knowledge of Windows systems administration, systems monitoring, troubleshooting, installing and configuring Windows, and patching and securing the Windows Operating System. Advanced knowledge of server virtualization concepts, imaging, and configuration management. Proficient scripting languages such as Windows PowerShell, VBScript, and DOS. Knowledge and understanding of industry trends and new technologies and ability to apply this to day-to-day work activities.
• Other Job Qualifications: Excellent oral and written communication skills. Effective interpersonal skills and collaborative style to include teamwork and team building ability. Understanding of contractual agreements. Ability to work independently and drive assigned tasks through to completion.Understands the discipline of business process management. Effective conflict management and negotiating skills. A self-starter with a strong willingness to learn and accept instruction. Capacity to take initiative, and ability to accept change and adapt to shifting priorities.Willingness to identify problems and come up with creative solutions. Willingness to become a 'subject matter expert' in multiple support areas. Possess critical thinking, analytical ability, and problem solving skills. Able to think and react positively and professionally even in stressful situations. Effective time management and prioritization skills. Ability to work flexible hours including holidays, weekends and evenings as needed and assigned.

As a Bank of Hawaii employee, you ensure (or assist with ensuring) compliance with applicable laws, regulations, regulatory requirements and Bank policies and procedures, including but not limited to those related to Fair Banking, Anti-Money Laundering laws and regulations, Bank Secrecy Act and USA PATRIOT Act.

Delivering exceptional customer experiences is at the heart of what we do at Bank of Hawaii.  We listen, understand and deliver what our customers need to help them build a better tomorrow.

We are an EEO/AA employer, including disability and veterans.  For Bank of Hawaii's full EEO statement, please visit  https://www.boh.com/careers.