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If Primary Focused on Service Delivery: Put forward accurate time estimates of work to be done on a project Complete all scheduled tasks on time Develop customer focused test plans Set-up and maintain testing environments Perform test cases and maintain associated test records Develop and utilize automated test scripts to perform duties Record issues into a defect-tracking system Follow-up and close issues entered into the defect-tracking system Escalate issues to a higher level where issue resolution is not achieved within a reasonable amount of time Provide information to technical documentation (i.e. SOP / Runbooks) Review product documentation (SOP / Runbooks) for operational accuracy Work with development team to understand assigned modules/new product features for the purpose of developing test cases Participate in the design spec reviews to understand design, contribute quality requirements and ensure testability If Primary Focused on System and Platform Administration Install, upgrade, support SaaS Services Able to research and comprehend new SaaS Services as well as 3rd party applications Able to take ownership and be accountable of processes or applications Resolve complex business issues through hands-on technical solutions Manage and execute deliverables and timelines within work stream Resolve issues through self-research, peer groups networks, or discussion forums Represent area of sub expertise in integration sessions and business forums with moderate Supervision. Make and communicate decision made within these sessions. Adheres to systems implementation methodology Monitor enterprise application integration (EAI), service oriented architecture (SOA), system, server, application, and network performance following operator and control instructions. Maintain tools that support and automate processes for service release. Modify, maintain, and update services. Manage platform end user accounts, permissions, access rights in accordance with best practices regarding privacy, security and compliance. Manage the load of configuration of platforms and systems and make recommendations for purchase or upgrade of services. Provide daily operations analysis, support, troubleshooting and maintenance of systems. Monitor proactively to provide stable, dependable services. Execute operational jobs and activities to successful completion. Participate as a project team member and work on project implementations. Recommend system enhancements that will improve the performance and reliability of the system During times of emergencies, outages and project planned work; be on call and available until the event is addressed. During system conversions, extra effort may be required in order to ensure the roll out of the system is successful. Perform other job-related duties as assigned. Keep up with latest technology trends and innovations around SaaS architecture/technologies and other infrastructure technologies Participate in relevant technology forums Assist junior team members Effectively work with the end users and provide good customer support Perform 24x7 on call duties Recognized as a go to person for one or more key technical competencies within the team
Advanced design/debugging/systems administration skills. Complex problem solving skills. Communication skills. Organizational skills. Analytical skills. Technical skills. Quality management. Teamwork. Familiarity with multiple hardware and OS platforms. Business solutions Education technical operations Enterprise Infrastructure Services Ability to write test cases and procedures to an approved specification. Good trouble shooting skills. Familiarity with software coding concepts. Work with others to resolve problems, clarify or interpret information/policies, and provide initial screening/negotiations. Use of professional concepts. Understand company policies and procedures which are used as a guideline to resolve issues. Knowledge and experience with one technology/language/application (e.g., ATM, MPLS, Wireless, IPV6, SSL, IDM, Java, security suites, automated network configuration, SAP, C++, Java, XML, Windows, Linux, Unix, EAI, Middleware, SOA) method, and expanding to become fully versed on all including emerging technologies, methods, and design considerations.
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