You Are Great At
Apply broad technical background and knowledge of industry trends to operate several critical or high risk technology areas/customer groups.
Integrate technical knowledge and business understanding to create superior solutions for the company and for customers.
Mentor/consult with team members, other organizations, customers, and vendors on complex issues.
Incident Management: Resolve technical and some business incidents independently.
Mentor/assist less-experienced team members on complex incidents.
Escalation Management: identify, mange, and lead escalations through L4.
Work with others to help manage escalations through L5.
Proactively and reactively look for solutions to prevent complex problems from occurring across teams/technologies
Change Management: Independently review and verify changes/solutions of high complexity and risk to meet customer and/or trade/IT infrastructure needs.
Lead or participate in a Change Advisory Board or Technical Advisory Board.
Patch And Security Management
Provide input to security policies.
Proactively monitor the environment for patch compliance.
Analyze patches for compatibility with each customer or internal infrastructure environment.
Approve patch and security changes.
Ensure Configuration Management Database (CMDB) entries are complete and accurate.
May provide feedback/influence change in internal and/or vendor-provided products/service offerings.
Participate, propose, and/or lead complex customer and internal projects, including transformation, across technology/ customers and/or internal businesses/end user's areas. Provide review/advice to projects inside/outside responsibility areas.
Customer Relationship Management: Influence with customers and/or internal businesses/end users on a broad range of technical and operational topics.
Becoming a trusted advisor to the customers and/or internal businesses/end users.
Develop and grow assigned customers and/or internal businesses/end users account relationships.
Lead or work as part of a team, which may be virtual, global, and/or multi- functional, and addressing complex issues.
Trusted advisor inside technology area and recognized outside team/technology area.
Education And Experience Required
Bachelor's degree in Computer Science, Engineering, Business, or related field or equivalent work experience.
May have Master's degree in related field.
Often holds intermediate-level certification(s) in work field.
Typically 5+ years of relevant experience
What It Takes
Typical skills include:
(Expert) in one or more technology sub-areas.
(strong) understanding of related technologies.
(strong) Customer Service.
General Project Management.
General Financial Management .