Responsibilities: Integrates technical knowledge and business understanding to create superior solutions for the company and 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: Proactively and reactively provide solutions to prevent problems from occurring in area of responsibility.
Change Management/Implementation: Independently reviews, implements, and verifies changes/solutions of moderate complexity and risk to meet customer and/or trade/IT infrastructure needs.
Patch and Security Management: Proactively monitor the environment for patch compliance.
Configuration Management: Ensure Configuration Management Database (CMDB) entries are complete and accurate.
Solution Design: Applies the company solutions to meet moderately complex customer and/or trade/IT infrastructure needs.
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.
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: Understanding of technology in direct responsibility (developing).
General understanding of related technologies.
Customer Service General Project Management (developing).
Customer/Vendor Management (developing).
Business Analysis (developing).
General Financial Management.
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