ITO Svc Delivery Cons I (00S15F)

Provide expertise for IT infrastructure (e.g. servers, network), application
infrastructure (e.g. SAP), and related services (e.g. Business Continuity)
throughout the lifecycle of a deal in accordance with contractually
established terms and conditions and established technical standards. Provides
technical input, solutions, and recommendations to deal pursuit. Engaged in
and provides support for transition/transformation efforts. Monitors service
delivery compliance to budget, quality standards, and customers and/or
internal businesses/end user requirements. Provides IT infrastructure and/or
application infrastructure lifecycle technical support, including planning,
project management, installation, on-going
management/monitoring/troubleshooting, and de-installation, following
operational policies and processes that are compliant with industry standards
(e.g. Information Technology Infrastructure Library (ITIL)). Manages the
technical/service relationship between the company and the customer, and
between the company and subcontractors/vendors. Works with the key customers
and/or internal businesses/end user representatives (Infrastructure Support
Managers, Client Manager and the Account Delivery Manager) to retain customers
and build the business. ITO Service Delivery work is generally performed
remotely from the company facility, but may be performed at the customer's
location when required/justified.
Responsibilities:
* Apply growing technical knowledge to operate a technology area (e.g. server administration, technical security management, performance management) or customer group with limited risk/complexity.
* Integrates technical knowledge and business understanding to create superior solutions for the company and for customers.

Incident Management:
* Resolve routine in-scope technical incidents independently.
* Work with team members to resolve more complex incidents.

Change Management/ Implementation:
* Independently implements changes/solutions to meet customer and/or trade/IT infrastructure needs within area of technical responsibility.

Patch and Security Management:
* Apply patch and security changes per policy.

Configuration Management:
* Ensure Configuration Management Database (CMDB) entries are complete and accurate.

Solution Design:
* Understands the company's solutions set and be able to apply these solutions to meet customer and/or trade infrastructure needs within area of responsibility.

Quality:
* Provide continual improvement recommendations for direct responsibility area (process improvement, technical standard updates, etc).

Project Management:
* Participate in customer and internal projects, including transformation.
* Customer Relationship Management:
* Set expectations with customers and/or internal businesses/end users within defined parameters.

Teamwork:
* Work as part of a team, which may be virtual and/or global.
Education and Experience Required:
* Bachelor's degree in Computer Science, Engineering, Business, or related field or equivalent work experience.
* May hold entry-level certification(s) in work field.
* Typically ‎0-‎2 years of relevant experience with Bachelor's degree, or ‎2+ years of relevant experience with ‎2 year post-high school degree.
Knowledge and Skills:
Typical skills include:
* (developing) understanding of technology in direct responsibility.
* (developing) General understanding of related technologies.
* (developing) Customer Service.
* (developing) Project Management .