Infrastructure Production Support Engineer

Job DescriptionJob Description

Who are we?

A strategic and trusted insurance partner, Berkshire Hathaway Specialty Insurance (BHSI), provides a broad range of commercial property, casualty and specialty insurance coverages and outstanding service to customers and brokers around the world. Part of Berkshire Hathaway’s insurance operations, we bring our solutions to market with our stellar brand name, top-rated balance sheet and the expertise of our global team of professionals, who exude excellent capabilities and strong character.

We are a values-based organization where respect, integrity, excellence, collaboration, and passion define who we are and how we do business. We value of backgrounds, experience and perspectives and strive to foster an inclusive environment that enables all our team members to bring their best selves to work. We are one team committed to building a culture where every teammate has the opportunity to contribute and be recognized. Want to be part of the team building the finest property, casualty, and specialty lines insurance company in the world?

Learn more about our unique culture and history.

Job Opportunity: 

Berkshire Hathaway Specialty Insurance (BHSI) has an exciting opportunity for an Infrastructure Production Support Engineer. In this role, you will work closely with Infrastructure, development, and application product owners to support the day-to-day operations of BHSI efficiently and effectively. Specific areas of focus for this role include:

• Receive escalations from L1/L2 support team, coaching and providing guidance and ensuring they have the resources needed for success.
• Collaborate closely with Infrastructure Engineers, Architects, DevOps team, and Application Architects to support the software, technologies and systems, and teammates that are the lifeblood of BHSI.
• Focus on incident management, process implementation, and continuous improvement initiatives, all while keeping BHSI’s strategic goals in mind.

This position will require strong technical problem solving, organizational, and analytical skills.

Reporting to this Position:

No direct reports at this time, however the individual in this role is expected to act as a team lead, coordinating and managing work, providing technical expertise, mentoring junior staff members, being the point of contact for escalations.

Duties & Responsibilities:

• Support the Service Desk Team:

• Act as escalation path for teammate reported issues, monitoring alerts, and system outages that cannot be handled at the Service Desk.
• Ensure Service Desk team has the necessary knowledge and resources to effectively troubleshoot and resolve issues on first teammate contact whenever possible.
• Foster a collaborative environment where knowledge sharing, and continuous improvement are encouraged between all teams.

• SME-level support for Infrastructure Engineering and Information Security:

• Assume day-to-day support and maintenance tasks. Work collaboratively with Engineering and Architects to influence how systems and technologies are introduced and adopted by BHSI.
• Be prepared to specialize in some technologies but be directly involved in many technologies.

• Incident Management:

• Respond to and resolve incidents, ensuring timely and efficient resolution.
• Collaborate with other teams, such as development and infrastructure Engineering, to resolve complex issues.
• Respond to after-hours calls on a scheduled rotation.

• IT Support, Process Implementation, and Improvement:

• Work with the Service Desk team and business stakeholders to implement new processes, streamline support, and craft internal documentation as needed.
• Liaison between areas of the business during implementations, production releases and maintenance activities, uphold Information Security guidelines.
• Assist with system maintenance and follow change management processes.
• Contribute to the continuous improvement of the BHSI platform and its integration with other systems.

Qualifications, Skills and Experience:

• Computer Science or other relevant degree
• 5+ years of industry experience in service desk, infrastructure support, cloud support or relevant field
• Considered to have expert level skills in several of these technologies: Microsoft Windows Server, Microsoft Azure platform services, Intune/MEM, Windows & Azure Active Directory, Windows IIS, Ubuntu, Kubernetes
• Proficient in troubleshooting and identifying issues in networking technologies, including IP, DHCP, DNS, WAN, LAN, Azure firewall and NSG, Cloudflare or other ZT systems. Experience in supporting applications in PaaS, SaaS and cloud environments
• Significant experience designing, deploying, managing, and supporting cloud infrastructure and services, preferably AzurePrevious production support of Microsoft SQL Server, Azure DBaaS , and PostgreSQL ServerScripting experience using Python, Bash/shell, PowerShell, and other scripting
• Actively drive decisions that involve multiple technologies knowing who and how to pull in others for consensus
• Initiate and lead highly complicated work, setting the direction for what they and others do to accomplish a project. Able to quickly assess and apply priority to work to meet timelines
• Ability to work as part of a global team, coach others, provide direction to team members, and assist with escalations
• Strong oral and written communication. Ability to convert ideas into practical applications. Effective time management and prioritization skills
• Ability to multi-task in a fast-paced environment

BHSI Offers:

• A competitive package and exciting growth opportunities for career-oriented teammates
• A dynamic, action oriented and thoughtful environment centered on always doing the right thing for our customers, teammates, and our other stakeholders
• A purposely non-bureaucratic organization that embraces simplicity over complexity and emphasizes individual excellence in a team framework

NOTE: Compensation will be commensurate with experience. This job description is not intended to be all-inclusive. Team Member may perform other related duties as negotiated to meet the ongoing needs of the organization.