Principal Systems Engineer (Remote, Any Location, IN)

About Foundever ™

Foundever ™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter

Summary:

The Principal Systems Engineer is a critical technical resource responsible for the end-to-end lifecycle management, optimization, and strategic evolution of our global enterprise server and infrastructure environment. The Senior Systems Engineer acts as a subject matter expert, driving continuous innovation and server infrastructure improvements to ensure our systems consistently meet current demands and anticipate future business needs.

Responsibilities:

- Advanced Infrastructure Management & Optimization: Lead the comprehensive administration, maintenance, and optimization of complex Microsoft Windows Server environments (including Active Directory, DNS, DHCP, IIS, etc.). Manage the full lifecycle of physical and virtual servers across production, development, and training environments, optimizing system performance, scalability, and reliability through capacity planning, load balancing, and resource optimization. Works closely with the Principal Architects to make sure the teams are building cohesive strategies. Collaborates and makes proposals for regional systems engineering teams. Introduces technology across the systems engineering discipline.

- Virtualization Expertise: Design, implement, and maintain highly available and performant virtualized server infrastructures, primarily utilizing VMware vSphere (ESXi, vCenter, vSAN, vMotion, HA/DRS) technologies.

- Strategic System Design & Architecture: Drive the planning, evaluation, and evolution of infrastructure solutions. Evaluate and recommend hardware, software, and services based on business requirements and technical considerations. Identify opportunities for infrastructure consolidation, virtualization, and/or migration to reduce costs and improve efficiency. Ensure that system designs adhere to industry best practices, security standards, and regulatory requirements. Develop detailed design specifications, solution proposals, and architectural recommendations for mission-critical systems.

- Project Leadership & Management: Lead IT projects from inception to completion, including planning, resource allocation, scheduling, and coordination. Manage project budgets, timelines, and risks, ensuring projects are delivered on time and within budget.

- Complex Incident & Problem Management (Level 2/3): Provide expert-level (Level 2/3) support for complex server and application incidents, performing in-depth root cause analysis, implementing resolutions, and executing re-engineering efforts to prevent recurrence. Troubleshoot complex technical issues, identify root causes, and implement solutions to resolve them.

- Monitoring & Proactive Management: Implement monitoring and alerting areas and thresholds to proactively identify and address potential issues before they impact operations.

- Change & Release Management: Serve as a key contributor and sometimes lead in Foundever 's Change Implementation Management (CIM) processes, ensuring all infrastructure changes are meticulously planned, documented, and executed in accordance with established standards.

- Documentation & Knowledge Management: Create and maintain detailed, high-quality documentation including architectural diagrams, system configurations, standard operating procedures (SOPs), application dependencies, and security baselines. Facilitate knowledge transfer within the team.

- Cross-Functional Collaboration & Consultation: Partner effectively with cross-functional teams, stakeholders, and vendors to define project goals, scope, and deliverables. Provide expert technical consult