Job Description :
Apply technical knowledge to operate a technology area (e.g. server administration, technical security management, performance management) or customer group with moderate risk / complexity.
Integrate technical knowledge and business understanding to create superior solutions for company and for customers.
Incident Management : Resolve most technical incidents independently within your technical area. Work with team members to resolve more complex or cross-technology incidents.
Escalation Management : identify potential escalations and alert management proactively.
Problem Management : Begin to proactively and reactively provide solutions to prevent problems from occurring in area of responsibility.
Change Management / Implementation : Independently review, implement, and verify changes / solutions of moderate complexity and risk to meet customer and / or trade / company Information Technology infrastructure needs within area(s) of technical responsibility.
Patch and Security Management : Apply patch and security changes per policy. Proactively monitor the environment for patch compliance.
Configuration Management : Ensure Configuration Management Database (CMDB) entries are complete and accurate.
Solution Design : Apply company solutions to meet moderately complex customer and / or trade / companyIT infrastructure needs within area(s) of technical responsibility.
Quality : Provide continual improvement recommendations / direction setting advice within work team.
Project Management : Participate in customer and internal projects, including transformation. Lead projects from own responsibility area.
Customer Relationship Management : Balance internal needs with customers and / or internal businesses / end user’s needs within defined parameters.
Teamwork : Work as part of a team, which may be virtual, global, and / or multi-functional. Seen as a resource to the team within area of technical responsibility.
Typically advises or sets direction for :
May provide leadership for small customer(s) or provide input for larger customer(s)
Sub-region or region
Education and Experience Required :
Bachelor’s degree in Computer Science, Engineering, Business, or related field or equivalent work experience. May hold entry-
level or intermediate-level certification(s) in work field. Typically 2-5 years of relevant experience
Knowledge and Skills Required :
Typical skills include :
Understanding of technology in direct responsibility
developing) General understanding of related technologies
General Project Management
developing) Customer / Vendor Management
developing) Business Analysis
developing) General Financial Management