**_ Responsibilities: _** Incident Management: - Identify performance issues proactively. - Provides support for non - standard or specialized systems including proactive and reactive troubleshooting. - Works within strict time scales and elevates incidents within defined time windows. Problem Management: - Uses proactive monitoring procedures/tools to identify problem prevention opportunities. Change Management: - Configure system hardware, software and network components to meet established standards with assistance. - Perform installations, configurations including security and patch deployment. Configuration Management: - Elevate discrepancies within Configuration Management Database (CMDB) to ensure customer system integrity. Operations Maintenance: - Perform routine maintenance. - May include performing tape/backup operations. Quality: - Understands the impact of operations delivery on the customer's business. - Manage team's ability to meet target goals through coordination of continuous service improvement initiatives. - Project Management: - Contribute to project management initiatives. Escalation Management: - Manage escalations off core business hours. Customer Relationship: - Maintain a high level of customer satisfaction by clarifying customer needs and ensuring that they are met. - Work effectively in a multicultural environment. - Participate in customer visits and service reviews. - Respond to service, product, technical, and customer-relations questions. Teamwork: - Lead a small team focusing on both cost and quality management. **_ Education and Experience Required: _** - High School Diploma or equivalent; may hold 2 year post-high school Degree (technical field); may hold Bachelor's degree. - May hold entry level or intermediate level certification(s) in field of work. - Typically, 6+ years of working experience in related fields. **_ Knowledge and Skills: _** - Able to demonstrate broad knowledge of corporate policies, products/service portfolio, markets and processes. - Ability to resolve or assist in the resolution of complex customer problems. - Able to maximize systems availability in standardized customer environments. - Able to demonstrate good oral, written, and telephone communication skills. - Ability to build and maintain relationships with customers, peers, and support partners. - Able to provide some proactive account management based on good understanding of the Customer's system environment and associated business needs. - Ability to work in a team environment, which may be local, global, virtual, or multi - functional. - Demonstrate good teamwork with peers.