Ito Svc Delivery Cons Iv

**_ Responsibilities: _**
- 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.

Problem Management:

- 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.

Configuration Management:

- EnsureConfiguration Management Database (CMDB) entries are complete and accurate.

Solution Design:

- Provide feedback to create new the company solution sets.

Quality:

- May provide feedback/influence change in internal and/or vendor-provided products/service offerings.

Project Management:

- 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.

Teamwork:

- 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 8+ years of relevant experience.

**_ Knowledge and Skills: _**
Typical skills include:

- (Expert) in one or more technology sub-areas.
- (strong) understanding of related technologies.
- (strong) Customer Service.
- General Project Management.
- Influencing Others.
- Customer/Vendor Management.
- Business Analysis
- General Financial Management.