Service delivery engineer i
Intermediate professional roleModerate skills with high level of proficiencyWorks under general supervision with increased latitude for independent judgmentIdentifies non-routine issues and routes/escalates to appropriate team memberWorks on multiple concurrent projects of medium complexityIs an active team member, contributes to complex projects to gain experience, shares ideas and suggests process improvements appropriate for level of experienceConsults with senior peers on semi-complex processes to learn through experienceTypically requires a minimum of 3 - 5 years of experience in service delivery/production support network support.
Job summary:
Performs support activities required to maintain a high level of availability and stability for one or more applications including but not limited to, incident/problem analysis and resolution, change deployment and certification, application performance, application operations management, and development support.
General duties & responsibilities:
Provides technical support activities for a software production processing environment.
Installs, maintains and supports application/source code and/or its components and subsystems, including 3rd party software.
Detects, diagnoses, and reports related problems.
Analyzes and resolves incidents, problems, or known errors related to failures in application and supporting software components.
Provides technical assistance to programming staff in the analysis of application software amends, performance, and resource consumption.
Creates and maintains complete documentation relative to the support of application software.
Provides twenty-four-hour support for applications and supporting software.
Provides consultation to internal users with regard to software capabilities and use.
Follows escalation procedures, when appropriate, to resolve incidents, problems or known errors in a timely manner.
Uses appropriate diagnostic tools to isolate and resolve incidents, problems or known errors.
Assists development teams in requirements definition, system design and delivery of projects.
Verifies technical specifications for development projects.
Acts as project liaison/services delivery advocate on projects.
Assists client support with development of internal and client directed communications related to incidents, problems or known errors.
Plans and supports application specific disaster recovery activities, including development and maintenance of documentation.
Conducts production support validations/certifications and accepts turnover from development.
Provides standardized operational reporting metrics to business as well as information technology management.
Monitors and maintains product availability, capacity and performance for products based on defined service level.
Provides support to the application security functionality and related administrative and audit services.
Participates in change management reviews, confirmation of changes implemented and validate associated documentation.
Ability to provide on-call support and extended working hours when called upon and willingness to accept periodic rotation to primary 24hour on-call role, responding within prescribed response times.
Performs other related duties as assigned.
Educational requirements:
Associate degree or bachelor’s degree or the equivalent combination of education, training, or work experience.
General knowledge, skills & abilities:
Communicates ideas both verbally and in written form in a clear, concise, and professional manner appropriate to audience including executive levels
Requires a working knowledge of applications and utilities used by supported products
Skill in basic diagnostic techniques and corrective actions to resolve day-to-day problems
Ability to demonstrate interpersonal and teambuilding skills and manage conflict
Ability to understand and apply concepts
Ability to analyze and solve problems using learned techniques and tools including escalation practices
Skilled use of microsoft office package and related software applications is required
Team skills, including the ability to establish and maintain effective working relationships
General business skills, industry knowledge, financial management and planning skills
Strong analytical, statistical, and problem-solving skills
Ability to utilize judgment in decision making process and decisions related to job tasks
Strong organizational skills and ability to handle multiple tasks and meet deadlines
Requires the ability to establish and maintain effective working relationships with all levels of management (internally/externally), employees, clients and public
