Infrastructure Engineer It s About You Do you have a passion for all types of computer hardware, software, communication and network technology? Do you like to be hands-on and directly involved in improving how business operations and processes work? Do you have an interest in financial services, but not sure how your technology skills and interests apply to these types of organizations? If you answered yes to any of these questions, then an Infrastructure Engineer role in Toronto s financial services sector may be right for you. What is Infrastructure Engineering? Generally speaking, the word infrastructure in technology refers to the underlying technology assets that an organization needs to make its technology applications function. This includes servers, desktop computers, mobile devices and telecommunication networks. Today, the majority of financial transactions occur as electronic data transfers and for this reason financial services organizations are highly dependent on Information and Communications technology for their day-to-day operations and competitive advantage. Without an effective technology infrastructure, funds cannot be transferred, claims cannot be processed, branches cannot provide service to their clients and traders are unable to fulfill transactions. What is the role of the Infrastructure Engineer? Importantly for customers, the work of Infrastructure Engineers enables the safe keeping of organizational data and information, and protects sensitive customer information from breeches in security. Infrastructure Engineers are responsible for designing, developing solutions and maintaining the backbone of an organization s technology. Working in this field requires a broad understanding of operations and deep knowledge of technology to ensure that the financial services organization operates efficiently and delivers products and services that meet the needs external customers. Within the technology department, an Infrastructure Engineer helps to maintain the organization s IT platform. For example, Infrastructure Engineers are responsible for ensuring that all components of the a Bank s operational platform, such as customer access points (e.g. ATMs, point-of-sale devices, Telephone Banking), branch teller terminals, and Head Office networks, are all functioning and are available for use 24-hours a day, 365-days of the year. Areas of Focus An Infrastructure Engineer s duties fall into two main areas:! Adding new components to the existing IT infrastructure for example, when a Bank decides to add new functionality to its telephone banking application, Infrastructure Engineers works as part of a team to ensure the right level of network capacity, data storage, and information security is in place.! Maintaining existing systems and / or resolving problems with existing IT infrastructure components ( Break/Fix ). For example, Infrastructure Engineers work to ensure that servers running applications are up-to-date and working efficiently. If there is a technology failure, Infrastructure Engineers are part of the team responsible for troubleshooting, resolving the issue, and returning the network to full operation. Copyright 2010 Toronto Financial Services Alliance. All rights reserved. 1
A career as an Infrastructure Engineer offers mobility within the organization and across many subsectors, and relevant ongoing training provides the opportunity to work on different parts of the infrastructure in line changes in business needs, and personal interests. Main Duties Commonly, the main duties of an Infrastructure Engineer include: Infrastructure Design and Development Infrastructure Engineers respond to requirements for the development of new systems infrastructure. Frequently, requests come from application development projects that require changes or upgrades in the organization s technology infrastructure. Research for new technologies may be part of the job requirements in response to emerging technologies or a change in end-user requirements. Key Activities:! Document infrastructure components.! Assess and identify changes needed in the current infrastructure in line with changing requirements (e.g. business needs and the overall goals of the technology organization).! Interact with business managers to determine infrastructure improvement needs (e.g. related to levels of capacity, data volume etc.) and provide technical guidance with regards to the design of infrastructure projects.! Refine and enhance technology planning and implementation methodologies and/or standards to keep current with evolving infrastructure management practices. Infrastructure Implementation Infrastructure Engineers are responsible for planning and testing technology changes before they are made to the organization s infrastructure to ensure they will work when they are launched into operation or turned on. In addition, Infrastructure Engineers need to develop plans that outline how the new infrastructure will be effectively maintained in the future. Key Activities:! Manage the implementation of technology and infrastructure changes and effectively communicate customer needs to the technology implementation team.! Test and maintain recovery procedures for problems such as data loss, user errors or network failures.! Ensure adherence to operational requirements (e.g. capacity levels or response time) during the phases of development, systems integration and transition to full operations. Copyright 2010 Toronto Financial Services Alliance. All rights reserved. 2
Infrastructure Maintenance Infrastructures Engineers are responsible for maintaining the operational integrity of the technology infrastructure, and ensuring the security and integrity of data. Infrastructure maintenance could include operating systems, applications software, platforms, networks, servers and printers. Security maintenance may include password files, network access rules, and hardware and software configuration settings. Key Activities:! Review the existing infrastructure to identify opportunities for improvement (e.g. cost savings).! Evaluate the effectiveness of back-up procedures and contingency plans.! Develop and execute plans to ensure that the infrastructure is appropriately maintained in a timely manner (e.g. ensuring that servers are replaced before they become obsolete).! Prepare instruction manuals and technical reports on data flow and the infrastructure.! Partner with various groups that focus on ensure appropriate controls (e.g. audit, compliance and risk) to understand regulatory and governance policies and to provide input to business and technology decisions. Infrastructure Problem Resolution Problem resolution is a key responsibility of Infrastructure Engineers. It involves troubleshooting technical problems, working with other specialists and technology experts (both internal and external) to identify root causes and implement solutions. Key Activities:! Establish procedures to guide problem identification and resolution processes, and a system of controls and reports for managing the problem resolution process.! Document methods and procedures used to resolve the issues, thereby creating a historical reference to aid in future problem situations.! Create contingency and roll-back plans to enable the smooth return to a normal state in the event of issues or failure during the resolution process.! Address and resolve problems and incidents as they arise. Examples include situations such as; the corruption of a data file, a failure in a telecommunication provider s network, a weather related incident, a large power failure, or natural disaster. Copyright 2010 Toronto Financial Services Alliance. All rights reserved. 3
Work Context, Knowledge, Skill Requirements and Applicable Experience Work context Infrastructure Engineers work in a dynamic technology environment, typically in an office setting or in a data centre where technology equipment such as servers and storage units are housed. For organizations with several technology operations centres, travel maybe required. Infrastructure Engineers work with multi-disciplinary technology teams in order to support the organization and the various lines of business. Given the requirement to provide problem-solving and customer support, Infrastructure Engineers may be required to work on rotating shifts and/or be on call to support 24/7 operations. Knowledge Infrastructure Engineers require specific knowledge of:! Various technologies, their usage parameters, design protocols and principles (e.g. UNIX).! Multiple Technology platforms (e.g. mainframes, servers, operating systems, network equipment, data centres, utility software, and security tools).! Project planning and Change management methodologies to guide how changes are made to the infrastructure and the steps to implement the changed system.! Specific solutions for resolving potential issues that could arise during the implementation of changes to the technology infrastructure. Skill Requirements Infrastructure Engineers require specific technical competencies:! Expertise in computer programming.! Expertise in hardware configuration and interfacing different components.! Ability to configure and manage complex databases.! Superior analysis, design and problem solving skills.! Use of methods and tools including interviewing and prototyping, to effectively gather and analyze business and systems requirements.! Expert use of Re-engineering/process improvement methods and techniques used to implement technology platforms. Soft skills Infrastructure Engineers require specific soft skill competencies:! Strong attention to detail to ensure that potentially conflicting requirements are uncovered and resolved before being incorporated into the software code.! Ability to multi-task, manage multiple priorities and work on many projects simultaneously.! Strong written and excellent verbal communication skills to present technical information to all levels of employees (including employees with little to no technology experience).! Good presentation and negotiation skills in order to secure the support of management and executives. Copyright 2010 Toronto Financial Services Alliance. All rights reserved. 4
Applicable Experience People with experience in the following areas may do well as an Infrastructure Engineer:! Infrastructure design and support! Application and operating systems development! Database analysis and design! Technology enthusiasts and hobbyists ( power users ) Education, Certifications, Designations and/or Licences Entry Level Positions Entry level positions typically require: " College diploma or " Undergraduate university degree In the fields of:! Engineering! Computer science! Mathematics Senior Level Positions Senior positions may require: " Graduate degree In the fields of:! Information Systems! Engineering! Business Administration " Breadth of Experience Increasing Level of exposure to more complex solutions and technologies Increased scope and scale of assignments Copyright 2010 Toronto Financial Services Alliance. All rights reserved. 5
Additional Certifications Certifications, designations and license may include:! Cisco Certified Network Associate (CCNA)! Cisco Certified Network Professional (CCNP)! Certified Information Systems Security Professional (CISSP)! Microsoft Certified Systems Engineer (MCSE) Additional Training Additional training may include:! MS SQL Server Reporting! Tools such as Perl, Python, Bash, AWK! Information Technology Infrastructure Library Management Professional Associations Information Technology Association of Canada (ITAC) Canadian Information Processing Society (CIPS) Representative Job Titles Infrastructure Engineers may hold various job titles depending on the sub-sector in which they work. Examples include:! Database Engineer! Network Engineer! Infrastructure Architect! Middleware Engineer Copyright 2010 Toronto Financial Services Alliance. All rights reserved. 6
Career Pathways Moving into the role There are a variety of entry points for Infrastructure Engineers. It may be possible to enter the Infrastructure Engineer directly if you have the required educational requirements and the right level of experience with infrastructure maintenance. Alternatively you may first join the technology group in systems maintenance or technology maintenance role, and then move into the Infrastructure Engineer role with additional training, certification and experience. Progression beyond the role Being an Infrastructure Engineer can be a lifelong career. The opportunity to specialize in various technology areas allows for career paths that focus on developing deep technical expertise. Increasingly, organizations are recognizing and rewarding specialized technology experts. As you progress into a Senior Infrastructure Engineering role, you will have a greater focus on the overall infrastructure strategy. You may choose to move into the Infrastructure Architects role, which is responsible for developing the long-term strategy for the organization s technology infrastructure (e.g. choice of platforms, decision to focus more on distributed systems). Alternatively, you may choose to broaden your skills through lateral moves, which could include application or systems development or project management roles. Eventually with the right training and breadth of experience, you may move into leadership roles such as Director or VP of Infrastructure Engineering. External Factors Impacting the Role There are several external factors and environmental trends that can influence the demand and qualifications for this role. Following are some of these factors.! Ongoing technology change requires Infrastructure Engineers to commit to continual learning and skill upgrading in order to stay current.! Increasing Technology Complexity and the increasing dependence on Technology will no doubt increase the demands and pressure on Infrastructure Engineers.! Unplanned situations and emergencies (e.g. power outages, fires). Copyright 2010 Toronto Financial Services Alliance. All rights reserved. 7
Employment Trends and Outlook Employment Outlook The demand for Infrastructure Engineers is likely to increase given that financial institutions are becoming more innovative in terms of the technology they use internally to operate the business with increasing cost effectiveness (e.g. cloud computing), as well as the technology solutions they to provide to their clients (e.g. mobile banking). Accordingly there will be an increasing need for Infrastructure Engineers to be able to work with evolving technologies. Compensation Compensation levels for Infrastructure Engineers vary greatly based on experience, seniority, the scope of responsibilities and the size of the organization. They are typically salary based with performance based components. Copyright 2010 Toronto Financial Services Alliance. All rights reserved. 8