Infrastructure Engineer, Incident Response – Bethesda, MD

• Analyze, test, troubleshoot, and evaluate existing Server Infrastructure, such as servers and other data communications, and perform server maintenance to ensure servers operate correctly with minimal interruption. • Identify the causes of Server problems using diagnostic testing software and equipment. • Document Server support activities. • Install, upgrade and maintain the platform hardware and operating systems (Windows, AIX, Redhat). • Troubleshoot and resolve issues related to file systems, disk usage, CPU, memory, applications across RedHat, AIX and Windows Servers. • Administer virtualization technologies using VMWare for Redhat and Windows, Hardware Management Console (HMC) for IBM AIX for centralized maintenance of server environment. • Provide hands-on infrastructure support for priority incidents as directed by US/Canada Incident Commander. • Collaborate with network, application, and other technical teams as well as service providers to identify problem root causes and restore services (examples: Property Management Systems, Point of Sales, File and Print, Key Servers, etc.). • Close incidents or initiate process to transition to next shift following established processes. • Work with support vendors and providers to ensure proper global coverage, phone support, parts replacement and on-site assistance. • Execute Problem Management activities, including customer communication and creation of Root Cause Analysis reports. • Provide training, guidance, and mentorship to team members and peers as needed in procedures related to Server infrastructure or related systems. • Identify and recommend improvements to service delivery, operational workflows, and continual service improvement processes. • Evaluate and propose technical solutions that enhance the stability and reliability of property infrastructure. • Develop technical implementation steps, test approaches, and task timelines for operational changes and system enhancements (not project management). • Create, update, and maintain administrative, operational, and technical policies and procedures, ensuring alignment with best‑practice standards for employees, contractors, and vendors. • Maintain regular communication with US/Canada teams and other partner organizations to stay aligned on deployment and production support activities. • Collaborate closely with application development and engineering teams to troubleshoot and resolve complex technical issues. • Support ongoing refinement of internal processes to improve efficiency and service quality. • Coordinate with IT service providers and vendors to drive incident resolution and ensure timely restoration of services. • Participate in a 24x7x365 support environment, including work outside standard business hours when required and document Server support requests and resolutions. • Serve as a technical resource, offering expertise and support to stakeholders within and outside the department • Design, develop, and maintain scripts or automated processes to streamline operational tasks. REQUIREMENTS : Bachelor’s degree or equivalent in Engineering, Computer Science, or a closely related technical discipline followed by 5 years of progressive technology experience. Experience must include: • 3 years’ experience in the operational support of critical solutions in large scale environments and organizations with specific experience in Windows, RHEL, and VMWare (vCenter and ESXi Hypervisor) • 3 years’ experience in AIX Server Administration • 2 years’ experience with CI/CD pipeline technologies such as Git, Docker Trusted Registry, Artifactory, HashiCorp Vault, Maven, etc. • 2 years’ experience with Security Protocols like SSL, SAML, LDAP, etc. • 2 years’ experience in Automation and Scripting languages (Ansible, PowerShell, VB, ShellScript) • 2 years’ experience in server