Job Summary:

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:

• Pursues professional growth by soliciting and acting on performance feedback; building collaborative relationships; training and developing talent for growth opportunities; delegating tasks and decisions; fostering open dialogue amongst team members; supporting execution of performance management guidelines and expectations; ensuring team collaboration; and coaching to drive performance improvement.
• Supervises day-to-day activities of designated work team or unit by overseeing the execution of tactical action items; ensuring all policies and procedures are followed; delegating tasks to meet short term deliverables; overseeing the completion of work assignments; aligning team efforts and measuring progress in achieving results; identifying and recommending improvement opportunities; and removing obstacles that impact performance.
• 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.
• Bachelors 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.

Additional Requirements:

N/A