Take responsibility for the entire day-to-day administration of assigned platform while acting as systems technology administrator that can facilitate the construction, maintenance, and enhancement of our world-class voice and IP communications platform. Use experience in operating and administering production systems, datacenters, and redundant environments to help guide systems technology direction and provide a robust and highly available Application Service Provider-style platform to our customers.
Use experience and passion for learning to simultaneously act as mentor, leader, team member, and student among all organizational groups. Major Job Accountabilities
Administration and Design Functions – Seek to understand all current and future technologies and components that together comprise our service products. Use this knowledge to interface with Systems, Service, Engineering, Project Management, Sales, and Support teams to support and refine overall products and systems. Conduct cost, ROI, and other analysis and gauge the viability of new or enhanced product components. Comprehend underlying architecture, design, and processes and seek opportunities for improvement. Keep documentation current and share documented information with the Service Delivery team as a technology mentor.
Production Support – Maintain detailed documentation of all parts of the production and laboratory systems. Deploy new software code and patches to production systems. Act as gatekeeper to ensure that all production changes are tested and documented. Respond to and resolve client complaints and problems, providing accurate and timely evaluation of problems and recommend alternative solutions. Provide on-call support as part of a team of first responders.
Platform technologist supporting all system components both current and future.
Act as administrator for production and laboratory environments and keep comprehensive configuration management between them.
Track issues and look for common patterns that could lead to product improvements.
Work with Engineering teams to escalate product issues and assist them with troubleshooting and issue identification.
Work with corporate EIT Systems Administrators to drive issue resolution as they relate to voice and Internet infrastructure.
Monitor, track, and predict network and system growth to anticipate when system expansion needs.
Understand capacity bottlenecks and track their usage to predict when expansion may be necessary.
Team with Sales, Client Services, and leadership to secure capacity for new customer implementations.
Team Interfaces/Customer Service - Establish and maintain a professional relationship with internal/external customers, team members and department contacts.
Develop a sense of ownership of the products being supported and make decisions on behalf of these products as if they were your own.
Provide customer service that exceeds everyone’s expectations.
Related Duties as Assigned - The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents. Consequently, job incumbents may be asked to perform other duties as required. Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above. Please contact your local Employee Relations representative to request a review of any such accommodations. Reporting Relationships
Supervisor: <link outdated-removed>
Senior Information Services Manager
Information Services Manager Subordinate(s): None KNOWLEDGE, SKILLS, AND ABILITIES
Incumbents will be expected to master the following knowledge, skills, and abilities to successfully perform this job. Knowledge
Based on area of responsibility and departmental need, knowledge of one program platform is required (Tandem, Windows, Unix, or Web) and/or one standard programming language is required (e.g., C, C#, SQL, Visual Basic, Visual C++, HTML, PERL, Java/J2EE, VXML, etc.)
Internet and telephony infrastructure components
3rd party application integration
Citrix servers and applications
Microsoft application suite including Active Directory, IIS, COM, MDAC, Cluster Server, and MSMQ
Internet protocols and services including TCP/IP, UDP, SMTP, DNS, VoIP, SIP,
Design principles as related to applications and/or system performance
Advanced troubleshooting techniques
Project planning, estimating, and scheduling methods
Corporate and departmental policies and procedures
Knowledge of database design and file design
Active Server Pages Skills and Abilities
Excellent verbal and written communication skills
Excellent organizational and time management skills
Excellent attention to detail
Assimilate and utilize technical information
Analyze problems, identify alternative solutions, and implement recommendations in support of goals
Establish and maintain cooperative working relationships
Review and recommend new technology and techniques
Manage multiple concurrent projects MINIMUM QUALIFICATIONS
Applicants for this job will be expected to meet the following minimum qualifications. Education
Bachelor’s degree in computer science or engineering, MIS, or a related field required. Equivalent work experience in a similar position may be substituted for educational requirements. Experience
Minimum three years experience working in a multi-platform IT environment, including direct experience with one or more of the following operating systems: Microsoft Windows, Unix/Linux, or Solaris required
Minimum three years technical experience with installing, configuring, and supporting enterprise-class server hardware and associated equipment required.
Minimum three years operating systems management and troubleshooting experience required.
Minimum three years experience designing and deploying complex platform solutions required.
Minimum one year project coordination experience preferred Other
Advance knowledge of MS Word, Excel, and PowerPoint required.
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