In addition to the responsibilities listed below, this position leads the incident and problem management process by resolving complex issues (e.g., root cause analysis, coordinating prevention plan execution) and addressing escalations as appropriate.
Essential Responsibilities
Completes work assignments and supports business-specific projects by applying expertise in the subject area; supports the development of work plans to meet business priorities and deadlines; ensures team follows all procedures and policies; coordinating and assigning resources to accomplish priorities and deadlines; collaborates cross-functionally to make effective business decisions; solving complex problems; escalating high priority issues or risks, as appropriate; and recognizing and capitalizing on improvement opportunities.
Practices self-development and promote learning in others by proactively providing information, resources, advice, and expertise with coworkers and customers; building relationships with cross-functional stakeholders; influencing others through technical explanations and examples; adapting to competing demands and new responsibilities; listening and responding to, seeking, and addressing performance feedback; providing feedback to others and managers; creating and executing plans to capitalize on strengths and develop weaknesses; supporting team collaboration; and adapting to and learning from change, difficulties, and feedback.
Meets timelines to drive the delivery of appropriate, sustainable, and prompt solutions.
Assists technical and project team members in resolving system problems and application-specific issues.
Supports the stability, availability, and performance of enterprise systems (e.g., systems, applications, networks, databases, storage, security) by performing complex systems analysis to identify problems, trends, and opportunities for improvement.
Provides first and second-level support for enterprise systems and systems in one or more additional IT domains by diagnosing, troubleshooting, and resolving complex incidents to minimize system issues.
Escalates unresolved or critical issues, risks, or problems to system engineers.
Supports communications with product users and suppliers to share information, identify opportunities, resolve problems, prioritize customer requirements, and maintain continuous improvement through customer feedback.
Plans and performs complex system configuration.
Participates in installs, upgrades, or decommissions of designated systems, products, and infrastructure.
Creates documentation of new and existing system configuration and procedural information, and ensures system configuration documentation is complete and accurate.
Plans the implementation of hardware and software changes into environments and one or more additional IT production environments by performing impact analyses of system changes.
Supports vendor support activities, as appropriate.
Participates in and influences change management processes.
Defines the maintenance, modification, and documentation of complex and advanced applications.
Supports the development of guidelines to prevent and/or resolve recurring problems. Recommends and executes performance tuning and optimization activities.
Basic Qualifications:
● Bachelor's degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field and Minimum 6 years working in IT or operations.
● Additional equivalent work experience of four (4) years may be substituted for the degree requirement, in addition to minimum years of experience (10 years total)
● Minimum 3 years experience in application support.
● Minimum 2 year in an informal leadership role working with IT or operational teams. Three (3) years experience in the administration and custom configuration of large off-the-shelf applications or software packages.
● Experience in handling Putty, Linux, and Unix OS.
● 2 years of experience providing support on a Windows server
● 2 years of experience in ITIL processes
● 3 years experience in mainframe administration.
● 3 Experience of experience in writing minor SQL scripts
● 3 years of experience in using Remedy or ServiceNow
Preferred Qualifications
● 4 years of system administration experience.
● 3 year of work experience in a role requiring interaction with senior leadership (e.g., Director level and above)
● 3 years experience working in a large matrixed organization.
● 2 years experience working with IT vendors.
● 4 years of experience writing documentation or standard operating procedures related to system administration.
● 1 year of experience in the basics of message broker IB.
● 1 year of experience using SAAS and vendor-hosted application
● 1 year of experience in writing technical support and administration documents.
● 1 year of experience in prepackaging
● ITIL certification
● 1 year of experience in working on load-balanced applications and clustered servers
● Basic understanding of prepackaging
● Understanding of incident management, change management, problem management, and release management processes
● 1 year of experience in implementing or coordinating application disaster recovery
● Basic understanding of DNS, DHCP, IP, Switches, router, active directory and workstations.
● Crystal reporting experience.
Tipo de empleo
Jornada completa
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