**_ Responsibilities: _**
- Integrates technical knowledge and business understanding to create superior solutions for the company and for customers.
Incident Management:
- Resolve most technical incidents independently within your technical area.
- Work with team members to resolve more complex or cross-technology incidents.
Escalation Management:
- identify potential escalations and alert management proactively.
Problem Management:
- Begin to proactively and reactively provide solutions to prevent problems from occurring in area of responsibility.
Change Management/Implementation:
- Independently reviews, implements, and verifies changes/solutions of moderate complexity and risk to meet customer and/or trade/IT infrastructure needs within area(s) of technical responsibility.
Patch and Security Management:
- Proactively monitor the environment for patch compliance.
Configuration Management:
- Ensure Configuration Management Database (CMDB) entries are complete and accurate.
- Solution Design: Applies the company solutions to meet moderately complex customer and/or trade/IT infrastructure needs within area(s) of technical responsibility.
Quality:
- Provide continual improvement recommendations/direction
- setting advice within work team.
Project Management:
- Participate in customer and internal projects, including transformation.
- Lead projects from own responsibility area.
Customer Relationship Management:
- Balance internal needs with customers and/or internal businesses/end user's needs within defined parameters.
Teamwork:
- Work as part of a team, which may be virtual, global, and/or multi-functional.
- Seen as a resource to the team within area of technical responsibility.
**_ Education and Experience Required: _**
- Bachelor's degree in Computer Science, Engineering, Business, or related field or equivalent work experience.
- May hold entry-level or intermediate-level certification(s) in work field.
- Typically 2-5 years of relevant experience.
**_ Knowledge and Skills: _**
Typical skills include:
- Understanding of technology in direct responsibility (developing).
- General understanding of related technologies.
- Customer Service General Project Management (developing).
- Customer/Vendor Management (developing).
- Business Analysis (developing).
- General Financial Management.