Wintel & Middleware Admin

**_ Responsibilities: _**
- Integrates technical knowledge and business understanding to create superior solutions for the company and for customers.

Incident Management:

- Resolve single
- and cross
- technology incidents independently.
- Work with team members to resolve unusually complex or cross
- technology incidents.

Escalation Management:

- identify, manage, and lead escalations through L3.
- Work with others to help manage escalations through L5.

Problem Management:

- Proactively and reactively look for solutions to prevent problems from occurring in team/technology area.
- Change Management/Implementation: Independently review, implement, and verify changes/solutions of high complexity and risk to meet customer and/or trade/IT infrastructure needs.
- May lead or participate in a Change Advisory Board.

Patch and Security Management:

- Proactively monitor the environment for patch compliance.
- Analyze patches for compatibility with each customer or internal infrastructure environment.
- Configuration Management: Ensure Configuration Management Database (CMDB) entries are complete and accurate.
- Solution Design: Applies the company solutions to meet highly complex customer and/or trade/IT infrastructure needs.

Quality:

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

Project Management:

- Participate, propose, and/or lead customer and internal projects across technology customers and/or internal businesses/end users areas, including transformation.

Customer Relationship Management:

- Influence with customers and/or internal businesses/end users regarding operational details, solutions, and proposals.
- Becoming a trusted advisor to the customer.

Teamwork:

- Work as part of a team, which may be virtual, global, and/or multi-functional.
- Lead teams which address operational processes and policies in work area.
- Seen as a resource to the team in one or more technical or business areas.
- Becoming a trusted advisor inside and outside the 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 entry-level certification(s) in work field.
- May hold intermediate-level certification(s) in work field.
- Typically 5+ years of relevant experience.

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

- (strong) understanding of technology in direct responsibility (developing) understanding of other technology sub-areas.
- General understanding of related technologies.
- (strong) Customer Service.
- General Project Management.
- (developing) Influencing Others.
- (developing) Customer/Vendor Management.
- (developing) Business Analysis.
- (developing) General Financial Management.