Lead Infrastructure Engineer

H&R Block, Inc. Kansas City , MO 64126

Posted 2 months ago

What you'll do...


The Lead Infrastructure Engineer participates in developing an Enterprise approach to system specification, engineering, operational, administrative, capacity management, maintenance and support services for the H&R Block information technology infrastructure.

The Lead position will be responsible for managing day-to-day work activities for one other Sr. Network engineer and leads activities in the areas of technical support escalation, internal resource application, operational logistics, incident and problem resolution services resulting in deployments with optimal Mean Time to Restore (MTTR) and Mean Time Between Failure (MTBF) characteristics.


  • Participate in as appropriate the engineering and deployment planning of infrastructure systems for IT and business customers. Contribute to the proactive identification of automation opportunities in workflow, electronic information availability, and new systems management tools.

  • Proactively engage as the Tier 3 escalation point to satisfy requests for new applications or functionality or resolve system, software or hardware deficiencies in existing systems. These actions may include initiating technical research, presenting and leading a corrective plan of attack, interface with vendors for additional analysis, or executing a system recovery in the case of failure.

  • Provide timely and consistent communication on overall systems status and operational issues as required by support and customer groups.

  • Assure quality workmanship is performed by utilizing industry best practices and following H&R Block corporate standards and guidelines.

  • Participate in and lead as appropriate efforts to define and implement proactive fault detection and capacity monitoring systems. Lead activities that actively review configuration to assure these systems quickly and accurately detect and mitigate incidents/problems through proper testing and maintenance. (i.e., CPU, Disk, Memory utilizing H&R Block corporate systems and standards.)

  • Assure optimum systems performance by implementing and following sound system tuning practices, swift fault isolation and rigorous problem resolution management.

  • Participate/lead in the planning, development and execution of backup and recovery services.

  • Provide efficient and effective project assistance to the internal and external H&R Block user community. Provide input that identifies hardware and software requirements, alternatives, implementation of solutions, and expanded use of network systems.

  • Ensure procedures and industry best practices on performance, confidentiality, integrity, and availability of applicable systems or solutions are being utilized within the Enterprise.


  • CCIE Routing/Switching certification or passed written exam.

  • Minimum 5 years experience with routing protocols such as: OSPF, BGP, (E)IGRP and MPLS, Frame Replay, VLANs, Ethernet, Access Lists, TCP/IP, DNS, DHCP, SMTP, SNMP, WINS, etc.

  • Eight years proven experience in problem solving Data Networks

  • Working knowledge/experience with Cisco Nexus switches a plus

  • Experience with Cisco VPN concentrators

  • Working knowledge of SSL VPNs on Cisco ASA's

  • Working knowledge of Cisco SPA modules 65xx chassis

  • Working knowledge of enterprise management/monitoring applications such as CiscoWorks, Openview, SolarWinds and Netscout (nGenius Performance Manager)

  • Working knowledge of F5 BigIP and Ace Module

  • Working knowledge of firewall components including Crossbeam, Blue Coat and Cisco ASA's

  • Basic experience with Windows XP, 2000 and 2003 Advanced Server a plus

  • Project planning tools and techniques including resource allocation, time management, cost/benefit analysis.

  • Practical experience with process mapping tools and techniques.

  • Quality assurance techniques and protocols.

  • Information technology implementation and management methodologies.

  • Bachelor's degree in Computer Science or equivalent through a combination of education and work experience.

  • In-depth understanding of inter-operational relationships of various infrastructure components of an IT infrastructure including but not limited to server systems, storage technology, network technology, information security and operational knowledge of application tools.

  • Strong analytical ability, including network and network systems design, capacity planning, operations methodology, and error detection and resolution techniques.

  • Ability to manage rapidly shifting priorities and workloads.

  • Strong oral, written and interpersonal communication skills and customer service skills.

  • People management and leadership skills including evaluation, coaching, conflict resolution and team building.

What you'll bring to the team...


  • Bachelor's degree in a related field or the equivalent through a combination of education and related work experience.

Work Experience:

  • 8 years Minimum related work experience
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