Job Description :
Apply deep and broad technical background and knowledge of industry trends to operate several critical or high risk technology areas / customer groups.
Integrate technical knowledge and business understanding to create superior solutions for company and for customers. Mentor / consult with team members, other organizations, customers, and vendors on complex issues.
Incident Management : Resolve technical and some business incidents independently. Mentor / assist less-experienced team members on complex incidents.
Escalation Management : identify, mange, and lead escalations through L4. Work with others to help manage escalations through L5.
Problem Management : Proactively and reactively look for solutions to prevent complex problems from occurring across teams / technologies.
Change Management : Independently review and verify changes / solutions of high complexity and risk to meet customer and / or trade / company Information Technology infrastructure needs.
Lead or participate in a Change Advisory Board or Technical Advisory Board.
Patch and Security Management : Provide input to security policies. Proactively monitor the environment for patch compliance.
Analyze patches for compatibility with each customer or internal infrastructure environment. Approve patch and security changes.
Configuration Management : Ensure Configuration Management Database (CMDB) entries are complete and accurate.
Solution Design : Apply company solutions or, when justified by business needs, create solutions to meet highly complex customer and / or trade / companyIT infrastructure needs.
Provide feedback to create new company solution sets.
Quality : May provide feedback / influence change in internal and / or vendor-provided products / service offerings.
Project Management : Participate, propose, and / or lead complex customer and internal projects, including transformation, across technology / customers and / or internal businesses / end user’s areas.
Provide review / advice to projects inside / outside responsibility areas.
Customer Relationship Management : Influence with customers and / or internal businesses / end users on a broad range of technical and operational topics.
Becoming a trusted advisor to the customers and / or internal businesses / end users. . Develop and grow assigned customers and / or internal businesses / end users account relationships.
Teamwork : Lead or work as part of a team, which may be virtual, global, and / or multifunctional, and addressing complex issues.
Trusted advisor inside technology area and recognized outside team / technology area. Typically advises or sets direction for :
Large customers / groups of customers
Education and Experience Required :
Bachelor’s degree in Computer Science, Engineering, Business, or related field or equivalent work experience. May have Master’s degree in related field.
Often holds intermediate-level certification(s) in work field. Typically 8+ years of relevant experience
Knowledge and Skills Required :
Typical skills include :
Expert) in one or more technology sub-areas
strong) understanding of related technologies
strong) Customer Service
General Project Management
Customer / Vendor Management
General Financial Management