Technical Requirements:

Summary of Position:

• First responder for resolving alerts.
• Notified of alerts by command center or helpdesk and performs procedures for assessing alerts.
•  Applies advanced skills to resolve complex routine and non-routine tasks.
• Perform issue triage by following pre-defined operational procedures for responding to alarms.
• Has advanced knowledge of the systems and ability to troubleshoot alerts not responding to pre-defined scripts.
• This includes identifying core problems and creating solutions to resolve complex unusual problems.
• Escalates issues to the Technical Operations Support Manager or Lead IT Administrator if the existing documentation or level of knowledge is not sufficient for resolving the alert within the defined timeframes (meet or exceed SLAs).
• May be responsible for entire projects.   
• To ensure all issues are communicated promptly and accurately to the appropriate people.
• Working together with other department personnel as a team to ensure all customers, both external and internal has all of their data processing needs met.
• This position works under limited independence and relies on experience and judgment to plan and accomplish assigned task and goals.
• Maintain Six Sigma level of support for problem resolution.

• Creation of documentation for procedures with Technical Operations Support.
• Collect and validate CMDB information as needed/assigned.
• Review and provide reports on existing procedures to Technical Operations teams, helping to identify any outdated or incomplete operational procedures.
•  Position adapts procedures, process and techniques to accomplish the requirements of the position.
• Position takes pro-active action against data network elements requiring attention, to include trouble and change ticket generation, escalation and submission of outage notifications.
• Position will track, analyze and report on incidents and outage conditions. 
• Assist in generating standard pre-existing reports for customers and Technical Operations.
• Assistance with After Action Report generation and all post mortem documentation for escalated events.
• Position may provide general guidance or direction or train junior level team members. 
• Provide outstanding level of customer service.
• Must be available for night/weekend shift work.
• Must be available for 24-hour on call support on a rotating or emergency basis.
• Must be available to join conference bridges.
• Must be able to report to work in inclement weather.
• Travel as necessary to support the business needs.
• Assist with projects, as assigned.
• Any other assigned tasks required to support the success of Technical Operations Support.

Reporting Relationships:

Directly Report To:

Manager, Technical Operation Support

Positions that report to this position:

N/A

Work Assignment and Review:  This position’s main technical work responsibilities are assigned by the Technical Operations Support Manager or the Lead or SME or from incident tickets generated through ITCC or Helpdesk.   Secondary work may include responsibility for entire projects or may consist of information gathering for projects being conducted by Technical Operations Support Manager, Lead IT Admin or SME’s within Technical operations.  Additional responsibilities may include administrative tasks critical to the successful delivery of SLA’s.  This position independently performs assignments with instruction limited to results expected. 

Secondary and tertiary assignments are monitored and reviewed through status reports, staff meetings and successful project completions.   Work is reviewed upon request and yearly reviews take place at year-end. 

Financial Authority: None. 

Decision Making Authority:  Resolves and serves as a resource for others in resolution of complex or unusual problems and issues.  Receives technical guidance only on unusual or complex issues.

Career Path: Lead IT Admin, Subject Matter Expert, or Managerial