Job Summary (This job's purpose and primary focus.) 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, coordinate prevention plan execution) and addressing escalations as appropriate. Essential Responsibilities (The primary job duties this position is responsible for achieving are listed in order of importance.) Completes work assignments and supports business-specific projects by applying expertise in subject area; supporting the development of work plans to meet business priorities and deadlines; ensuring team follows all procedures and policies; coordinating and assigning resources to accomplish priorities and deadlines; collaborating 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 promotes 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 to resolve system problems and application-specific issues. Supports the stability, availability, and performance of enterprise systems (e.g., systems, applications, network, 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 configurations 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.RequisitosJob Qualifications Bachelor's degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field and Minimum six (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 three (3) years experience in application support. Minimum one (1) year in an informal leadership role working with IT or operational team 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. Two (2) years of experience of remotely login on Windows server Two (2) years of experience on ITIL processess Three (3) years experience in mainframe administration. One (1) Experience of experience in writing minor SQL scripts Three (3) years of experience in using Remedy or ServiceNow Basic understanding of Powershell scripting Preferred Qualifications (For each role - a defined number of the following preferred qualifications may apply: years of job experience, education or degree, license, certification, registration or designation, knowledge, skills and abilities). Four (4) years system administration experience. One (1) year of work experience in a role requiring interaction with senior leadership (e.g., Director level and above) Three (3) years experience working in a large matrixed organization. Two (2) years experience working with IT vendors. Four (4) years experience writing documentation or standard operating procedures related to system administration. One (1) year of experience in the basics of message broker IB. One(1) year of experience of using SAAS and vendor hosted application One (1) year of experience in writing technical support and administration documents. One (1) year of experience in prepackaging ITIL certification One (1) year of experience in woking on load balanced applications and clustered servers Basic understanding of prepackaging Understanding of incident management, change management, problem management and release management processess One (1) year of experience in implementing or coordinating application disaster recovery Basic understanding of DNS, DHCP, IP, Switches, router, active directory and workstation
