Provide expertise for IT infrastructure (e.g. servers, network), application infrastructure (e.g. SAP), and related services (e.
g. Business Continuity) throughout the lifecycle of a deal in accordance with contractually established terms and conditions and established technical standards.
Provides technical input, solutions, and recommendations to deal pursuit. Engaged in and provides support for transition / transformation efforts.
Monitors service delivery compliance to budget, quality standards, and customers and / or internal businesses / end user requirements.
Provides IT infrastructure and / or application infrastructure lifecycle technical support, including planning, project management, installation, on-going management / monitoring / troubleshooting, and de-installation, following operational policies and processes that are compliant with industry standards (e.
g. Information Technology Infrastructure Library (ITIL)). Manages the technical / service relationship between the company and the customer, and between the company and subcontractors / vendors.
Works with the key customers and / or internal businesses / end user representatives (Infrastructure Support Managers, Client Manager and the Account Delivery Manager) to retain customers and build the business.
ITO Service Delivery work is generally performed remotely from the company facility, but may be performed at the customer’s location when required / justified.
Incident Management :
Change Management / Implementation :
Patch and Security Management :
Configuration Management :
Solution Design :
Project Management :
Education and Experience Required :
Knowledge and Skills :
Typical skills include :
developing) understanding of technology in direct responsibility.
developing) General understanding of related technologies.
developing) Customer Service.
developing) Project Management .