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The Associate Director of Systems Engineering will be expected to lead a team of Systems Engineers, be a technical and management escalation point for that team, engage with clients, lead projects, and be a technical escalation point for support staff.

About Agio

Agio is a hybrid managed IT and cybersecurity provider servicing the financial services, health care and payments industries. The company has extensive experience supporting the alternative investment space, specializing in hedge funds, private equity firms and asset managers. Agio offers technology hosting, monitoring, management, helpdesk, disaster prevention and recovery, as well as managed security, 360° cybersecurity programs, virtual CISO (vCISO) support and cybersecurity consulting. With nearly 280 employees, the company is headquartered in New York, NY with its Network Management Center (NOC) in Norman, OK and Security Operations Center (SOC) in Raleigh, NC. For more information, please visit https://agio.com/. 

Objectives - year one

  • Lead a team of Engineers, be a technical and management escalation point for that team, engage with clients, lead projects, and be a technical escalation point for support staff.  
  • Become a subject matter expert in many of the following technologies: Microsoft Exchange, VMware, Citrix, Remote Access Platform, or Microsoft Windows Server OS.

Job Description

  • Set team schedules and daily/weekly priorities  
  • Perform resource allocations and planning  
  • Host Weekly Team Meetings, bi-weekly one-on-one meetings  
  • Provide weekly status reports to the management team  
  • Keep track of engineer cases and perform case management  
  • Report to high profile clients on monthly support activities  
  • Provide Coaching: in the moment and during scheduled one-on-one meetings  
  • Recruit engineers to fill open positions  
  • Communicate clearly and concisely, and adhere to company standards and procedures  
  • On-call is required as a part of this role. Managers are expected to be available when necessary to take escalations from their systems engineers and team leads, and other groups   
  • Expected to work as part of a team, not on an island, and be openly collaborative when working through issues with other team members and managers   
  • Must be a self-starter, able to work through issues from start to finish with little assistance, reporting on root cause providing recommendations for resolution  
  • Must be willing to dig in and get ‘dirty’ on server issues from time to time when there are issues with high profile users at high touch clients   
  • Must be flexible to work long days or weekends when necessary for client implementations, systems upgrades, or other projects  
  • Ownership of change management, incident management, and problem management across all of Systems Engineering organization 

Requirements

  • 3+ years’ experience managing medium-large teams of technical analysts and engineers  
  • Should be comfortable coordinating different priority activities in a fast-paced environment supporting multiple clients  
  • Experience coordinating resource schedules for coverage of shifts  
  • Experience working with clients to coordinate resources, and reallocate when necessary  
  • Experience providing feedback to employees based on client responses  
  • Experience with hiring processes and onboarding of new team members  
  • Should be comfortable speaking with clients regarding their technology needs and making recommendations  
  • Should be comfortable managing projects, and taking on project workstreams from larger projects as they relate to systems (Windows or Linux/Unix)  
  • Keen understanding of customer service and relationship management, and ease communicating all technical and business functions   

The most technical candidates will have at least one of the following:   

  • 3-5 years’ Linux/Unix experience    
    • File-Sharing technology including NFS, CIFS, and SAMBA  
    • Security best practices   
    • Patch/package technology including rpm, yum, puppet and dpkg   
  • 3-5 years’ window server experience including but not limited to:   
    • File-Sharing technology including (NTFS, DFS, and Backups)  
    • Understanding of group policies and troubleshooting advanced GPO application issues for servers and clients  
    • Strong understanding of DNS and how it relates to Active Directory  
  • 1-3 years’ VMware / Citrix experience  
  • 1-3 years' Azure and Office 365 experience
     

Education

B.S/B.A. degree or relevant experience preferred  

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