Engineer IT Infrastructure Operations; Network​/Voice

Overview

Under the direction of the Manager, this position is responsible for the installation, configuration, testing, and production support of Bank of Hawaii’s Network Systems.

Production Maintenance

• Supports production environment: logs and tracks problems, responds to questions/support requests, and meets established service levels.
• Assesses and communicates impact of user problems. Assigns outstanding problems to appropriate support group/individual, and ensures priorities and deadlines are established.
• Performs regular follow-up according to procedures, and confirms resolution with user prior to closing problem reports.
• Monitors system performance levels, and develops appropriate alerting and reporting processes.
• May lead problem analyses, initiate corrective actions and resolution, and ensure status updates are provided to those impacted in support of the IMSG Service Level Agreements.
• Implements program/system updates and enhancements in accordance with corporate policies and Information Technology (IT) standards.
• Assists in endpoint device updates, and ensures processes are in place so similar updates are applied to underlying infrastructure and associated interfaces.
• Maintains documentation of IT procedures, system configuration standards, maintenance, and upgrades. Maintains knowledge of assigned products and services.
• Follows risk management guidelines and procedures, and ensures compliance with applicable BOH policies.

Implementation

• Implements and maintains systems as specified by a given set of requirements.
• Provides logic, data flows, and diagrams from technical specifications depicting system integration.
• Participates in design and configuration reviews. Ensures systems configuration changes produced individually or by vendors adhere to the Bank’s standards and applicable business requirements.
• Develops and maintains documentation of all technical development and subsequent revisions.
• Maintains and enhances third-party software.
• Plans and executes application and systems installations and upgrades, including security and program configuration and maintenance for business applications and databases in production, development, test, and disaster recovery environments.

Systems Analysis

• Provides systems and/or process analysis and design to meet functional and organizational requirements.
• Provides input and recommends alternative solutions while costing/estimating.
• Incorporates Bank of Hawaii information security policies and procedures into all system designs.
• Incorporates the reuse of existing components within designs where feasible and efficient.
• Supports full systems life cycles which include hardware or software replacement and redesign.

Testing

• Develops test plans, incorporating Corporate Testing Standards and independently performs testing activities.
• Works with business partners and IT teams to identify and define processes for acceptance testing and for reviewing results.
• Participates in design and pre-implementation walk-throughs.
• Works with Business Partners and IT staff members to provide a test environment.
• Ensures that testing results are documented and that testing approvals are received.
• Analyzes problems and ensures resolution.
• Participates in the development of application recovery plans.
• Ensures application recovery plans are reviewed, tested, and documented according to corporate policies.

Vendor Management

• Serves as a primary interface with vendors or other service providers, ensuring maintenance of vendor and Bank relationships.
• Assists in managing vendor to deliver agreed-upon service levels and delivery commitments related to systems performance.
• Addresses issues with vendor performance on production and project delivery. Initiates communication with vendor and, if needed, escalates with vendor management for problem resolution.
• Works with vendor to identify opportunities for innovation, cost reduction, and improved functionality and efficiencies with provided solutions.
• Develops or assists in the development of Request for Information (RFIs), Request for Proposal (RFPs), and business cases.
• Participates in evaluation of vendor proposals and performance, taking into account corporate strategy and IT architecture standards.
• Participates in contractual negotiations and recommends appropriate changes based on corporate IT standards and support requirements.

Leadership

• Participates in team events and projects.
• Educates users on endpoint devices, and acts as an IT consultant.
• Provides cross training with other team members to maintain effective back up.
• Participates in the evaluation and implementation of new technology. Takes initiative to become educated and knowledgeable on topics that pertain to technology and role.
• Monitors trends and new developments in specific technologies.
• Develops and communicates career goals to management, works with management to develop plan for achieving career objectives.
• Participates in interviews and selection of prospective new staff members.

Business Partnership

• M…