Descripción del puesto
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.
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.
Requisitos
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 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.
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