JOB SUMMARY AND MISSION

This position contributes to Starbucks success by ensuring the stability of enterprise wide information technology systems and networks by assisting with problem identification and analysis, solution design, solution implementation, problem resolution, and system lifecycle management. Assists with second and third level support of a continuously-operational production environment. Works under direct supervision of a manager.

This role is an entry level Engineering position where the responsibilities begin to include foundational design and implementation responsibilities in addition to operational support. This role also continues to build upon a System Admin focus of incident resolution and proactive patching of hardware and software assets within the Global Technology footprint. This role provides an opportunity to consult on solution design and implementation in partnership with senior Systems Engineers. An effective Systems Engineer will be able to have expertise in support but also provide input into design as well as assist on implementation execution.

Models and acts in accordance with Starbucks guiding principles.

SUMMARY OF KEY RESPONSIBILITIES

PRODUCTION SUPPORT

End User Support:

• Provides 24*7 global support of critical systems in a rotating on-call environment
• Primary focus on system support, working trouble tickets and escalating to teammates according to priority and required expertise queue, completing resolution within SLA.
• Assists as an escalation point in incident resolution leveraging pre-defined work instructions for issue remediation
• Leads investigation of root cause analysis for incidents
• Fulfill service requests for team and/or write scripts for automating said service requests in support of requirement
• Engage with vendors where needed on low level incidents within the area

Create and Maintain Systems Documentation:

• Updates knowledge base and/or support WIKI articles based on identification of new process (with review by senior staff)

• Troubleshooting, audit, system health queries via custom scripts or performance monitoring software

• Assist in crafting user guides/job aides and facilities training of the other members of the team

Systems Lifecycle Management:

• Assist in execution on Patching/Updates for OS, Firmware or Software components. This could include hardware replacement coordination

• Receives direction from Senior Engineers on bug fixes or critical updates that need to be applied urgently and assists in coordination and implementation of such updates

Create, Maintain and Report KPIs

• Helps to gather metrics reporting with a guidance from management and/or senior staff

• Assists in identifying and prioritizing remediation efforts for recurring issues

• Assists in ad-hoc reporting such as trend analysis on recurring incident types

Collaboration with other technical service teams to manage, maintain, and resolve complex IT services

• Participates in collaboration with peers to resolve cross-domain infrastructure issues

• systems engineer

SOLUTION DESIGN

• Receives direction from senior staff on design patterns and references design documentation as part of Production Support

• Helps to outline support and sustainment model for service(s) being implemented

• Provide guidance on implementation through the lens of Operational Sustainability

• Influences without authority (mainly with other System Admins and peers)

• As requirements from Senior Engineers may change, support need in alignment with standard design and implementation patterns

LEADERSHIP

• Receptive and responsive to coaching and guidance from leaders and more experienced engineers. Seeks input and support as required. Begins working in an increasingly self-directed manner.

• Effective interaction with other Global Technology partners, responding quickly and thoroughly to issues and requests.

• Provides constructive input and perspective to team conversations

• Effective in dealing with ambiguity

• Begins to develop skills in negotiating within team, across IT, with business, with 3rd party vendors or systems

• Participates in prioritization of requests/initiatives through the use of tracking intake via tool, Kanban method, project manager and/or leadership within the team

PORTFOLIO DELIVERY

• Vision/Roadmaps/Release Cycle Management

• Begins to contribute to infrastructure, security and/or enterprise strategy and vision

• Meets with app teams to identify tactical solutions to use cases for support and/or implementation

SYSTEM ENGINEER SPECIFIC COMPETENCIES FOR ROLE

Hardware, Software, OS Implementation and Design:

• Following guidance from senior System Engineers; Install, configure, test and maintain operating systems, application software and system management tools

• Adhering to work instructions from team, monitor and test application performance for potential bottlenecks, identify possible solutions, and work with developers to implement those fixes

• Strengthen understanding in maintaining security, backup, and redundancy strategies as defined by senior staff

Hardware, Software, OS Support and Sustainment:

• Tier 1 and Tier 2 management and monitoring all installed systems and infrastructure pertinent to specified role (e.g. Physical Server, Virtual Servers, Storage, Firmware, Pre-Engineered Systems, OS, Monitoring/App Performance Software, Desktop Hardware/OS, general end user infrastructure front line support)

• Wherever possible, write and maintain custom scripts to increase system efficiency and lower the human intervention time on any tasks

Hardware, Software, OS Systems Design and Consult:

• Begin to deepen comprehension of underlying infrastructure components relative to Server OS/HW performance and logical design - Server/HW Space Only

• Begin training and comprehension of dependencies on Desktop, Mobile OS and/or HW design and implementation to meet requirements

Continuous Process Improvement though Assessing OS and HW Technologies, Releases and Upgrades

• Begins to develop in staying current on new core and app infrastructure technologies that impact OS and HW design

• Begins to develop in staying current on new OS and HW releases and point updates and understanding on how these could impact or benefit user and/or application/DB performance

SUMMARY OF EXPERIENCE

• 4+ years of relevant experience

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

• Growing Knowledge of systems engineering and administration.
• Ideal candidate would have education and/or equivalent experience in a prior Systems Engineer position
• Ability to use knowledge, sound judgment, and resourcefulness to support the design and deployment of global technology solutions
• Demonstrates junior leadership skills to help junior staff excel in role
• Building on foundational skills to automate manual processes and growing technical acumen in role
• Ability to balance multiple priorities and meet deadlines

Starbucks and its brands are an equal opportunity employer of all qualified individuals. 

We are committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that enables us to better meet our mission and values while serving customers throughout our global communities. People of color, women, LGBTQIA+, veterans and persons with disabilities are encouraged to apply. 

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal state and local ordinances. Starbucks Corporation is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at 206-318-0660 or via email at applicantaccommodation@starbucks.com.  

Starbucks is about more than just a coffee; they're dedicated to employee and community growth. Starbucks even runs a program that pays for their baristas tuition to help them finish their education. That’s why when you launch your career inspired by human connection and the opportunity to become your personal best, the possibilities are endless. SCAP - Starbucks College Achievement Program