This position assists technical and project team members to resolve system problems and application-specific issues. This role supports the stability, availability, and performance of enterprise systems and provides first and second level support for enterprise systems. This role also supports communications with product users and suppliers to share information, identify opportunities, resolve problems, prioritize customer requirements, and maintain continuous improvement through customer feedback. In addition, this position plans the implementation of hardware and software changes into environments and participates in and influences change management processes.
Essential Responsibilities: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.
Minimum Qualifications: Minimum one (1) year in an informal leadership role working with IT or operational teams. 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 may be substituted for the degree requirement.
Preferred Qualifications: 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)
Two (2) years experience working with IT vendors. Four (4) years experience writing documentation or standard operating procedures related to system administration.
Expertise with managing Wintel servers in distributed environment, working familiarity with UNIX and SDLC, and ability to plan and document execution of small-to-medium size system integration activities. Cloud, Cyber Security, Ticket management, Help Desk