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Job Overview
The Senior Infrastructure Engineer provides advanced technical expertise within the Managed Services organization, serving as the senior escalation point for complex infrastructure issues. This role is primarily focused on Cisco UCS compute, VMware vCenter/vSphere virtualization, and Citrix Virtual Apps and Desktops (VDI) environments. In addition to resolving advanced incidents, this role contributes to technical leadership, root cause analysis, documentation, and the planning and implementation of infrastructure solutions. You are expected to have deep expertise in these core technology areas, with a broad understanding of adjacent infrastructure disciplines.
Key Responsibilities
- Incident Lifecycle Ownership: Own the full lifecycle of complex infrastructure incidents — from detection through resolution and post-incident review — ensuring accountability for technical outcomes, stability, and documentation.
- Critical Incident Leadership: Lead investigation and resolution of critical incidents, driving coordination across internal teams, vendors, and customer stakeholders.
- End-to-End Technical Ownership: Make technical decisions and take end-to-end ownership of infrastructure issues, driving resolution without reliance on further escalation.
- Project Delivery: Lead technical delivery of infrastructure projects, including scoping, estimation, design, and implementation.
- Root Cause Analysis: Perform root cause analysis and develop long-term remediation strategies to prevent recurrence of infrastructure issues.
- Change Validation: Validate and approve infrastructure changes, designs, and remediation strategies to ensure quality and compliance.
- Mentorship: Provide technical guidance and mentorship to junior engineers.
- Documentation: Contribute to architecture documentation, diagrams, and operational runbooks.
- Automation & Process Improvement: Design and implement automation and process improvements to enhance reliability and operational efficiency.
- Change Management: Participate in change management and project planning activities.
Qualifications
- Education: A degree or equivalent experience in Computer Science, Information Technology, or a related field.
- Experience: 6–10 years of experience supporting enterprise IT infrastructure, with deep hands-on expertise in Cisco UCS, VMware vCenter/vSphere, and Citrix Virtual Apps and Desktops (CVAD).
- Technical Skills: Deep, hands-on experience with Cisco UCS including blade/rack server administration, Fabric Interconnects, UCS Manager (UCSM) or Intersight, service profiles, and firmware management. Deep experience with VMware vCenter and vSphere including ESXi administration, vMotion, HA/DRS, distributed virtual switches, and VM lifecycle management. Deep experience with Citrix Virtual Apps and Desktops (CVAD) or Citrix DaaS including Delivery Controllers, StoreFront, NetScaler/ADC, machine catalogs, and VDA troubleshooting. Strong experience troubleshooting complex multi-system infrastructure issues and designing and implementing infrastructure solutions.
- Soft Skills: Strong analytical and problem-solving skills with the ability to lead technical teams and drive resolution independently. Excellent interpersonal skills with a customer-first mindset and the ability to mentor and guide junior engineers.
- Language: Excellent written and verbal English communication skills required for client-facing and cross-team collaboration.
Preferred Qualifications
- Certifications such as Cisco CCNP/CCIE Data Center, VMware VCP-DCV, Citrix CCP-V, or equivalent cloud infrastructure certifications.
- Experience working in a Managed Service Provider (MSP) environment with exposure to ITIL-based service delivery models.
- Experience delivering customer-facing IT infrastructure projects.
- Experience with Cisco Unified Communications Manager (CUCM) and enterprise voice/unified communications infrastructure.
- Experience with enterprise storage platforms.
- Familiarity with identity platforms (Active Directory, Okta), firewalls (Palo Alto, Cisco FTD), and backup/disaster recovery solutions.
Work Arrangement & Schedule
- Fully remote; employees are expected in-office 1–2 times per month for team engagement activities.
- 4x10 compressed workweek — 4 days per week, 10 hours per day. Offsetting hours is the norm to align with US client time zones.
- After-hours and weekend coverage may be required on occasion.
- All necessary equipment is provided.
Ready to experience the #AcxelsusAdvantage? Join our team today!
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