Infrastructure Engineer

The Technology Infrastructure Engineering and Operations Team delivers and supports all foundational technology used across the organization. The team supports two data centers, one service desk, 14,000 distributed platforms, 24 mainframe regions, and processes approximately 635,000 automated jobs per month. The mission is to deliver innovative, reliable, and compelling technology solutions that enhance the internal customer experience and empower business partners to succeed.

This is a team of makers, doers, and builders working to create advanced technology solutions within the financial services industry. This is not a stereotypical suit‑and‑tie environment—it''s an innovative group of technical experts pushing boundaries, taking smart risks, and building modern, agile solutions. The team is composed of skilled and creative professionals solving complex problems, architecting scalable systems, writing high‑performance software, and shaping the future of the organization. Join the team and be part of building tomorrow’s technology foundation today.

Primary Responsibilities

• Respond promptly to incident, service request, and problem tickets related to Citrix Netscaler Load Balancing technologies, providing 2nd‑ and 3rd‑level troubleshooting
• Prioritize and manage a queue of support tickets, ensuring timely resolution and escalation as needed to support application stakeholders
• Document all relevant information, troubleshooting steps, and resolutions in the ticketing system; conduct post‑ticket quality reviews
• Perform root‑cause analysis for major incidents and implement preventive measures
• Monitor and maintain the health of the Application Delivery infrastructure, including physical and virtual servers/appliances, cloud platforms, and supporting systems
• Conduct routine checks and proactive maintenance to identify issues before they impact operations
• Collaborate with IT teams to implement changes and updates
• Work closely with cross‑functional teams—developers, system administrators, network engineers—to resolve complex issues
• Provide technical expertise and guidance to other teams
• Contribute to the knowledge base to support efficient issue resolution

Technical Knowledge

• Intermediate to advanced understanding of application‑based TCP/IP networking and protocols, including DNS, VLANs, HTTP(S), SSL, PKI, and certificate technologies
• Familiarity with scripting languages used for automation (Ansible, Python, etc.)
• Demonstrated experience reviewing, interpreting, and responding to packet captures and log data (PCAP, HAR, etc.) during troubleshooting
• Ability to read, decrypt, and assist operational teams with Wireshark and Fiddler packet captures
• Understanding of enterprise technologies such as load balancers, firewalls, VPN, remote access, Windows packaging, and GPOs
• Strong troubleshooting skills in security and networking
• Experience with Windows and Linux web server administration preferred

Experience Required

• Minimum of 3 years of professional experience in a technical engineering role involving Application Delivery (Load Balancing) technologies within a complex enterprise environment
• Demonstrated experience with and proficiency in Citrix Netscaler ADC technologies, appliances, SSL offloading, content switching, and global service load balancing (GSLB)