: Jul 2, 2021
Job Posting End Date
: Aug 1, 2021
: US-WA-Seattle-Starbucks Support Center
Starbucks - Infrastructure Services
Job Summary and Mission
This position contributes to Starbucks success by delivering and supporting technology solutions focused on client computing and collaboration initiatives. As a senior systems engineer in Starbucks Technology, you will identify, design and deploy technology and process solutions enabling key business capabilities. This senior level role also carries accountability for deep technical understanding within the domain and has the ability to translate that to design and implementation for complex infrastructure environments.
This role also continues to build upon a focus of incident resolution and proactive patching of hardware and software assets within the Global Technology footprint. This role provides an opportunity to consult on solution design and implementation in partnership with other Systems Engineers. An effective Senior Systems Engineer will be able to have expertise in support but toggle into design and implementation execution. Additionally, an effective Senior Systems Engineer will be able to keep up with industry changes in their domain and remain technically current in role.
Models and acts in accordance with Starbucks guiding principles.
Summary of Key Responsibilities
Provides 24*7 global support of critical systems in a rotating on-call environment
Is an escalation point in incident resolution leveraging pre-defined work instructions for issue remediation
Leads investigation of root cause analysis for incidents
Acts as an escalation point for provisioning scripts that require correction and/or consult on fulfillment methodologies relevant to the domain
Engage with vendors where needed on complex incidents within the domain
Create and Maintain Systems Documentation:
Updates knowledge base and/or support WIKI articles based on identification of new process (with review by senior staff)
Troubleshooting, audit, system health queries via custom scripts or performance monitoring software
Provides consult in crafting user guides/job aides and facilities training of the other members of the team
Systems Lifecycle Management:
Assist in scoping, testing and validating the execution on Patching/Updates for OS, Firmware or Software components. This could include hardware replacement coordination.
Provides guidance on bug fixes or critical updates that need to be applied urgently and assists in coordination and implementation of such updates
Create, Maintain and Report KPIs
Helps to gather metrics reporting with a guidance from management and/or senior staff
Assists in identifying and prioritizing remediation efforts for recurring issues
Assists in ad-hoc reporting such as trend analysis on recurring incident types
Collaboration with other technical service teams to manage, maintain, and resolve complex IT services
Participates in collaboration with peers to resolve cross-domain infrastructure issues
Technical Service Ownership
Acts as an escalation point on troubleshooting performance issues and outages, and proactive problem identification and remediation
Enterprise solution definition:
Works on projects that include process components and not just IT systems.
Able to translate business requirements into technology solutions
Ability to influence others to collaborate towards a single design
Resource for implementing agreed upon design in alignment with business or app needs
Ensures documentation of test and contingency plans as needed for implementation
Outlines support and sustainment model for service(s) being implemented
Includes detailed technical design components needed for implementation
Defines documentation of design in alignment with requirements gathered (this can be everything from an app flow to physical design...and everything in between)
Identifies new services needed (if necessary) to fulfill design and depict rationale for unique use case, POC for validation, etc.
Participates in eliciting & documenting requirements from all stakeholder communities (business & IT)
As necessary, translating into a service catalog design components, financial estimates and schedules
Iterative Solution Design/Prototyping:
As requirements may change, support need in alignment with standard design and implementation patterns
As required, initiate POC with vendors on solutions that are spawned based on new needs (business, app or tech stack initiated)
Helps to outline support and sustainment model for service(s) being implemented
Provide guidance on implementation through the lens of Operational Sustainability
Receptive and responsive to coaching and guidance from leaders and more experienced engineers. Seeks input and support as required. Begins working in an increasingly self-directed manner.
Effective interaction with other Global Technology partners, responding quickly and thoroughly to issues and requests.
Provides constructive input and perspective to team conversations
Effective in dealing with ambiguity
Senior level experience in negotiating within team, across IT, with business, with 3rd party vendors or systems
Participates in prioritization of requests/initiatives through the use of tracking intake via tool, Kanban method, project manager and/or leadership within the team
Vision/Roadmaps/Release Cycle Management
Begins to contribute to infrastructure, security and/or enterprise strategy and vision
Assists in project scoping and resourcing relevant to the domain represented
Aligns with AOP and PMO initiatives and prioritizes work based on scheduled provided
Helps to guide requirements, design & development, deployment
May participate in compliance and security reviews
System Engineer Specific Competencies for Role
Hardware, Software, OS Implementation and Design:
Capable of independently leading the Install, configure, test and maintenance of operating systems, application software and system management tools
Helps to define work instruction for team to monitor and test application performance for potential bottlenecks, identify possible solutions, and work with developers to implement those fixes
Senior experience in defining security, backup, and redundancy strategies
Hardware, Software, OS Support and Sustainment:
Senior level management and monitoring of all installed systems and infrastructure pertinent to specified role (e.g. Physical Server, Virtual Servers, Storage, Firmware, Pre-Engineered Systems, OS, Monitoring/App Performance Software, Desktop Hardware/OS, general end user infrastructure front line support)
Wherever possible, write and maintain custom scripts to increase system efficiency and lower the human intervention time on any tasks
Continuous Improvement though Assessing OS and HW Technologies, Releases and Upgrades:
Focuses on staying current on new core and app infrastructure technologies that impact OS and HW design
Begins to invest time in staying current on new OS and HW releases and point updates and understanding on how these could impact or benefit user and/or application/DB performance
Hardware, Software, OS Systems Design and Consult:
Has a senior level comprehension of underlying infrastructure components relative to Server OS/HW performance and logical design - Server/HW Space Only
Understands dependencies on Desktop, Mobile OS and/or HW design and implementation to meet requirements
Summary of Experience
8+ years of relevant experience
Required Knowledge, Skills and Abilities
Deep knowledge of both Windows and Apple operating systems, and management. JAMF Pro management experience on an enterprise scale strongly preferred.
Ideal candidate would have education and/or equivalent experience in a prior Senior Systems Engineer position
managing end-user devices at enterprise scale.
Ability to use knowledge, sound judgment, and resourcefulness to support the design and deployment of global technology solutions
Demonstrates leadership skills to help junior staff excel in role
Building on foundational skills to automate manual processes and growing technical acumen in role
Ability to balance multiple priorities and meet deadlines
Starbucks and its brands are an equal opportunity employer of all qualified individuals.
We are committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that enables us to better meet our mission and values while serving customers throughout our global communities. People of color, women, LGBTQIA+, veterans and persons with disabilities are encouraged to apply.
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal state and local ordinances. Starbucks Corporation is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at 206-318-0660 or via email at firstname.lastname@example.org