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.#J-18808-Ljbffr
