Job Summary
• This role is responsible for overseeing critical and high-risk technology areas and customer groups, addressing intricate incidents and escalations up to L3 independently and collaborating on escalations up to L5. The role assesses and verifies complex changes and participates in or leads projects across various technology customers and internal areas. The role manages the technical and service relationship of the organization with customers, subcontractors, and vendors. The role also develops and nurtures customer and internal business relationships while solving complex problems and supporting operational and strategic plans.
Responsibilities
• Applies advanced technical expertise to oversee one or more critical or high-risk technology areas like server administration, technical security management, and performance management or customer groups.
• Addresses single and cross-technology incidents independently and collaborates with team members to resolve unusually intricate or cross-technology incidents.
• Recognizes, oversees, and leads escalations up to L3, while collaborating with others to assist in managing escalations up to L5.
• Assesses, implements, and verifies changes/solutions characterized by high complexity and risk to fulfill customer and/or trade/IT infrastructure requirements, while also participating and potentially leading the Change Advisory Board.
• Monitors the environment for patch compliance and evaluates patch compatibility with various customer or internal infrastructure settings, applying patch and security modifications following established policies.
• Validates that entries in the Configuration Management Database (CMDB) are both comprehensive and accurate.
• Participates in, suggests, or leads customer and internal projects spanning various technology customers and/or internal businesses/end user areas, including transformation efforts.
• Develops and nurtures assigned customer and/or internal business/end user account relationships, fostering trust, collaboration, and growth.
• Solves difficult and complex problems with a fresh perspective, demonstrating good judgment in selecting creative solutions and managing projects independently.
• Leads moderate to high complexity projects, delivering professionally written reports, and supports the realization of operational and strategic plans.
Education & Experience Recommended
• Four-year or Graduate Degree in Computer Science, Engineering, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 4-7 years of work experience, preferably in maintenance, quality, or a related field or an advanced degree with 3-5 years of work experience.
Preferred Certifications
• ITIL Certifications
Knowledge & Skills
• Active Directory
• Agile Methodology
• Amazon Web Services
• Ansible
• Automation
• Computer Science
• DevOps
• IT Infrastructure
• Kubernetes
• Linux
• Microsoft Azure
• Operating Systems
• Python (Programming Language)
• Scripting
• SQL (Programming Language)
• System Administration
• Systems Engineering
• Virtualization
• Windows PowerShell
• Windows Servers
Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity
Impact & Scope
• Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.
Complexity
• Responds to moderately complex issues within established guidelines.
Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.