* Assisting in leading the Systems Engineering team by identifying necessary initiatives, determining project focus and priority, and representing team interests in stakeholder and client meetings.* Working with stakeholders in conducting incident post-mortems and setting goals for remediation of future incidents.* Continued handling shared technical responsibilities of the Systems Engineering team.

* Involved in planning, developing, and deploying new production-ready products such as an on-premises Public Cloud.* Utilized Ansible and Puppet to manage configuration management of infrastructure across several global datacenters.* Utilized and maintained Atlassian Confluence and Jira for documentation and issue tracking respectively.* Utilized monitoring systems such as Zabbix to proactively identify and prevent issues that would otherwise place 99.9% uptime SLO at risk.

* Assisted Support Technician team as needed to resolve time sensitive, high priority or issues outside of the team's capability.* Maintained infrastructure related to the Shared Hosting, Dedicated Server, and VPS (KVM, OpenVZ, Xen) products.

* Responsible for resolving escalated L3 priority tickets and directly collaborating with other departments to address complex and/or longstanding issues.* Worked with other Support Technician III and II to plan and execute client initiatives related to the Shared Hosting, Dedicated Server, and VPS products.* Maintained infrastructure related to the Shared Hosting and Dedicated Server products.* Developed and maintained internal Bash and Python scripts for other technicians to in daily administration tasks as well as for fulfilling project initiatives.

* Responsible for resolving escalated L2 priority tickets and working with other teams in order to determine appropriate escalation path if necessary.* Performed transfers of client data using Plesk Migrator, cPanel Transfer Tool and proprietary transfer procedures.* Assisted Support Technician III and System Administrators with planning and executing maintenance and projects related to the Shared Hosting product.* Mentored and worked with Support Technician I as needed to address periods of high support volume.* Developed and maintained internal Bash scripts for other technicians to use in optimizing daily administration tasks.

* Responsible for initial triage and handling of issues that arrived to the helpdesk via ticket, live chat, and e-mail.* Provided clients assistance with troubleshooting issues related to DNS, application compatibility issues, and general e-mail problems.