Portfolio Engineer

Portfolio Engineer Opportunity

blueAPACHE is an Australian owned award-winning Managed Service Provider, recognised for the 6th year running, as Mid-Market Partner of the Year at the ARN Innovation Awards.

We pride ourselves on being a genuinely great place to work, with a vibrant culture, clear vision, and strong leadership. When joining blueAPACHE, you are joining an organisation that is driven by our core values of employee and customer experience.

We have an exciting opportunity for an experienced Portfolio Engineer to join our growing team!

Role Description:

• Provide advanced 3rd levels of proactive engineering infrastructure support and service our customers from a proactive lens.
• Mentor L3 systems engineers, be escalation point for L3 support/BAU engineers and provide guidance where needed.
• Perform technical hands-on small-scale projects and billable work and drive to outcome.
• Undertake pre-sales scoping work for opportunities raised by either yourself or via other teams for your customer group
• Undertake projects delivery work (non-time sensitive) for opportunities raised by either yourself or via other teams for your customer group
• Drive MS infrastructure service promise: Ensure all infrastructure deliverables are performed by the support teams per customer group. Audit, identify & drive areas of non-reactive infrastructure core-deliverables & value-add tasks. Collate and categorize them as BAU vs billable vs proactive work. (such as infra health checks, best practice infrastructure & security, Infrastructure optimization, Capacity management)
• Investigate root cause/trends analysis to proactively reduce noise and incidents before they happen.
• Adhere to incident, problem and change management processes as per blueAPACHE/customer standards (ITIL Framework).
• Be the highest escalation point for critical infrastructure incidents and guide the support teams technically to resolve the incident.
• Value-add: Attend key meetings with SDMs, presales, projects, support teams and customers - acting as key technical advisory and technical point of contact for your customer group. This includes driving the onboarding to MS of new solutions for your customer group.
• Attend war-room meetings and incident management channels and provide value where applicable
• Log time daily for all your work as per the standards defined by your team leader. This includes billable time and non-billable time via ITSM tool