Lead System Engineering

Job Description:

Join AT&T and reimagine the communications and technologies that connect the world. Our Consumer Technology experience team is delivering innovative and reliable technology solutions to power differentiated, simplified customer experiences. Bring your bold ideas and fearless risk-taking to redefine connectivity and transform how the world shares stories and experiences that matter. When you step into a career with AT&T, you won’t just imagine the future-you’ll create it.

As a Lead Systems Engineer with the Engineering Operations team, the job-seeking candidate will have an SRE mindset, have a strong sense of ownership, a relentless drive and passion to detect and resolve problems.  As functionality gets operationalized and adopted across the enterprise, he/she will be entrusted to help maintain a healthy production ecosystem that is responsive, user friendly and reliable to our user community. 

The role will partner with various stakeholders including product development teams, business leaders, end-user communities to ensure production applications are designed for Non-Functional Requirements. This is an exciting, hands-on, technical System Engineering position responsible for Problem Mgmt Engineering such as proactive problem detection, intake of problems from end users, functional triage, customer impact assessments, preliminary technical analysis, and working with product/dev/quality teams in resolving problems.

Additionally, the role is also responsible for Site Reliability Engineering aspects such as developing a deep functional and technical knowledge-base of the application, creation of run books, developing observability of the application in terms of alerts, monitoring and dashboards that enable proactive incident and problem detection, triaging of the incidents and conducting blameless post-mortems (after action reviews). 

Seeking a candidate with 5+ years of supporting large scale applications in production – such as ERP, CRM in an operations capacity. You will be responsible for operations support aspects of one of the Salesforce tracks – such as Sales Cloud, Service Cloud, Marketing Cloud or Mulesoft Integrations.

Responsibilities and Day-to-Day View

•  5+ Years of experience in Salesforce Applications with production support responsibilities 
• Problem Management Engineering expertise - Proactive problem detection, trend and pattern analysis, assessment of impact of problems, functional analysis of problems.
• Technical expertise to be hands-on and resolve the issues. 
• Site Reliability Engineering skills:
o Observability focus – build alerting, monitoring and dashboards that identify problems proactively; 
o Work with dev teams to define Non-Functional Requirements such as reliability, performance, scalability, application logging for observability, etc.
o Technical and Functional Triaging skills with a focus on immediate impact mitigation and 
o Conducting after action reviews – identifying patterns of failures and work with dev teams to resolve to make the application resilient
• Own and Manage production support activities of Salesforce ecosystem – Sales Cloud, Service Cloud, Marketing Cloud or Mulesoft
• Work with Dev teams in triaging Incidents and helping resolve the outage situation in a timely manner
• On-call 24x7 support for agent facing applications – Salesforce, Salesforce Marketing Cloud and Mulesoft
• Work with Release Management related to upcoming changes to production to identify risks and mitigate them
•Provide metrics and status reports and review with leadership and stakeholder communities; establish processes surrounding metrics gather, reporting and communication
• Work closely with Product Development teams to ensure Knowledge Transfer related to changes to the system well in advance of change getting operationalized
• Management of Escalated issues, incidents and outages, triage and driving prompt resolution 
• Provide prompt visibility and status of escalated issues, incidents and outages to leadership, business partners and other key stakeholders
• Provide technical leadership with great communication skills, with an ability to create and organize self-motivated teams

Qualifications

• Bachelor’s degree in Computer Science, Information Systems or related field
• 5+ Years of supporting large scale applications in production – such as ERP, CRM in a leadership capacity
• 5+ Years in developing and supporting Salesforce applications,
o Sales & Service Cloud 
o Experience with Marketing Cloud 
o Experience within high tech, software and/or wireless/telecom industry highly desired
• Understanding of integration technologies and API Gateway, Mobile and ios technology stack
o Experience with MuleSoft desired
• Solid technical background with understanding and/or experience in software development, web technologies and customer communications such as email, SMS and push notification
• Experience working within scaled agile development team
• Excellent written and verbal communication skills with demonstrated ability to present complex technical information in a clear manner to peers, developers, and senior leaders
• Technical skills should include: Salesforce Development (Apex, Visual Force, Lightning), Salesforce Sales Cloud & Service Cloud, Mulesoft, Dynatrace and ELK (Elastic, Logstash, Kibana) for monitoring and logging, 
• 2+ Years of SRE experience
• 2+ Years of Problem Management experience

Our Lead System Engineering earns between $143,800.00-$215,800.00 USD Annual, Not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.

 Joining our team comes with amazing perks and benefits:

· Medical/Dental/Vision coverage

· 401(k) plan

· Tuition reimbursement program

· Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)

· Paid Parental Leave

· Paid Caregiver Leave

· Additional sick leave beyond what state and local law require may be available but is unprotected

· Adoption Reimbursement

· Disability Benefits (short term and long term)

· Life and Accidental Death Insurance

· Supplemental benefit programs: critical illness/accident hospital indemnity/group legal

· Employee Assistance Programs (EAP)

· Extensive employee wellness programs

· Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone.

AT&T is leading the way to the future – for customers, businesses and the industry. We're developing new technologies to make it easier for our customers to stay connected to their world. Together, we’ve built a premier integrated communications and entertainment company and an amazing place to work and grow. Team up with industry innovators every time you walk into work, creating the world you always imagined. Ready to #transformdigital with us? Apply now!

Weekly Hours:

40

Time Type:

Regular

Location:

Plano, Texas

Salary Range:

$143,800.00 - $215,800.00

It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities.