Job description

The Systems Management Specialist supports implementation and ongoing operations of hosted and managed application environments, with a focus on InterSystems TrakCare. Responsibilities include supporting deployment of TrakCare builds/releases/patches in line with defined processes and procedures; monitoring, reviewing, and reporting service level metrics and taking corrective actions on issues or negative trends; validating operational acceptance criteria during handover from delivery teams to operations; and providing technical support across hosted services to ensure timely incident/problem resolution and to deploy approved changes and updates. The role performs hands-on administration and maintenance of hosted servers and related infrastructure—covering firewalls, switches, and storage—with proactive remediation of potential incidents; tracks server issues, troubleshoots and remedies hardware problems, and manages RMA with vendors; delivers technical troubleshooting and performance analysis for implementations; supports and tests TrakCare internal/external utilities (e.g., patching tool, print service); monitors and responds to technical team calls via the TRC logging system; and assists Presales with technical requests such as architecture, configuration, and hardware sizing. The specialist produces technical documentation (system administration guides, reference materials, installation instructions, user guides, knowledge-base articles, how-to’s), participates in on-site technical training as required, and owns scripting, maintenance, and verification of backups. Required expertise spans Linux server administration and shell scripting; VMware vSphere 6.5 with vCenter; service monitoring/alerting (Nagios); recent 24x7 production support; complex troubleshooting; primary server administration (installs, upgrades, day-to-day operations); creation of support documentation and coordination of service handover; building servers to Group standards with high reliability/redundancy and documenting builds; implementation planning and change records; cross-team coordination to move services through testing to production; and installing/configuring/managing InterSystems Caché and its scripting language. Value-add capabilities include L2/L3 networking, Avamar & DataDomain, Cisco UCS blades, load balancing (F5 BIG-IP), configuration management (Puppet/Chef), strong scripting (Perl, Python), VMware certifications (e.g., VCP), and ServiceNow.