Responsibilities: Integrates technical knowledge and business understanding to create superior solutions for the company and for customers.
Incident Management: Resolve single- and cross-technology incidents independently.
Work with team members to resolve unusually complex or cross-technology incidents.
Escalation Management: Identify, manage, and lead escalations through L3.
Work with others to help manage escalations through L5.
Problem Management: Proactively and reactively look for solutions to prevent problems from occurring in team/technology area.
Change Management/Implementation: Independently review, implement, and verify changes/solutions of high complexity and risk to meet customer and/or trade/IT infrastructure needs.
May lead or participate in a Change Advisory Board.
Patch and Security Management: Proactively monitor the environment for patch compliance.
Analyze patches for compatibility with each customer or internal infrastructure environment.
Configuration Management: Ensure Configuration Management Database (CMDB) entries are complete and accurate.
Solution Design: Applies the company solutions to meet highly complex customer and/or trade/IT infrastructure needs.
Quality: May provide feedback/influence change in internal and/or vendor-provided products/service offerings.
Project Management: Participate, propose, and/or lead customer and internal projects across technology customers and/or internal businesses/end users areas, including transformation.
Customer Relationship Management: Influence with customers and/or internal businesses/end users regarding operational details, solutions, and proposals.
Becoming a trusted advisor to the customer.
Teamwork: Work as part of a team, which may be virtual, global, and/or multi-functional.
Lead teams which address operational processes and policies in work area.
Seen as a resource to the team in one or more technical or business areas.
Becoming a trusted advisor inside and outside the team/technology area.
Education and Experience Required: Bachelor's degree in Computer Science, Engineering, Business, or related field or equivalent work experience.
May have a Master's degree in a related field.
Often holds entry-level certification(s) in work field.
May hold intermediate-level certification(s) in work field.
Typically 5+ years of relevant experience.
Knowledge and Skills: Strong understanding of technology in direct responsibility (developing understanding of other technology sub-areas).
General understanding of related technologies.
Strong Customer Service.
General Project Management.
Developing Influencing Others.
Developing Customer/Vendor Management.
Developing Business Analysis.
Developing General Financial Management.
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