Job Description :
Researches, designs, develops operates and maintains support services for existing and new business applications and / or information systems solutions through integration of technical and business requirements per standard company IT process methodology (such as ITIL and ITSM).
Includes identification, development and prioritization of support services according to business criticality. Applications and information systems solutions include both 3rd party software and internally developed applications and infrastructure.
Responsibilities include, but are not limited to, analysis of business requirements, configuration of 3rd party software implementation of infrastructure solutions, creation of documentation, testing and maintenance of applications, and support and maintenance of infrastructure and information systems.
Works within the Information Technology function, obtaining resources and working in support of objectives and strategies.
Participates in architecture reviews to ensure that solutions comply with standards and uses approved technologies. Typical customers are company end users and various functional areas such as Supply Chain, Research and Development, Marketing, Finance, a business, or the company.
Incident Management (24x7)
Major Incident Management (24x7)
Independently resolves some highly complex technical issues within a given technical area. Partners with members of a given team or other IT teams as appropriate.
May act as an Incident Life Cycle coordinator or service delivery lead to provide resolution for complex issues. Identifies potential escalations and proactively alerts management, leads escalation through L4.
Education and Experience Required :
Knowledge and Skills :
Foundational knowledge and experience with Information Technology Infrastructure Library (ITIL) reference model.
Demonstrated ability to work with geographically dispersed teams. Ability to translate business needs into technical requirements and solutions.