Job Description
Engaged in and provides support for transition/transformation efforts. Monitors service delivery compliance to budget, quality standards, and customers and/or internal businesses/end-user requirements. Provides IT infrastructure and/or application infrastructure lifecycle technical support, including planning, project management, installation, ongoing management /monitoring/troubleshooting, and de-installation, following operational policies and processes that are compliant with industry standards (e.g. Information Technology Infrastructure Library (ITIL)). Manages the technical/service relationship between the company and the customer, and between the company and subcontractors/vendors.
Responsibilities
- Apply growing technical knowledge to operate a technology area (e.g. server administration, technical security management, performance management) or customer group with limited risk/complexity.
- Integrates technical knowledge and business understanding to create superior solutions for the company and for customers.
- Resolve routine in-scope technical incidents independently.
- Work with team members to resolve more complex incidents.
- Independently implements changes/solutions to meet customer and/or trade/IT infrastructure needs within the area of technical responsibility.
- Apply patch and security changes per policy.
- Ensure Configuration Management Database (CMDB) entries are complete and accurate.
- Understand the company's solutions set and be able to apply these solutions to meet customer and/or trade infrastructure needs within the area of responsibility.
- Provide continual improvement recommendations for direct responsibility areas (process improvement, technical standard updates, etc).
- Participate in customer and internal projects, including transformation.
- Customer Relationship Management:
- Set expectations with customers and/or internal businesses/end users within defined parameters.
- Work as part of a team, which may be virtual and/or global.
Qualification
- Bachelor's degree in Computer Science, Engineering, Business, or related field or equivalent work experience.
- May hold entry-level certification(s) in the work field.
- Typically 0-2 years of relevant experience with a Bachelor's degree, or 2+ years of relevant experience with a 2-year post-high school degree.
- Developing an understanding of technology in direct responsibility.
- Developing a General understanding of related technologies.
- DevelopingCustomer Service.
- Developing Project Management.