Key Responsibilities

System Installation &
Configuration – Software Administration:

- Monitors and
maintains operating systems to ensure effective installation and performance.

- Administers
middleware products in environments.

- Supports the deployment,
maintenance, and operation of internal applications as needed.

- Performs
regular administration and conducts standard performance trend analyses and
manages server capacity to ensure service performance meets standards.

- Leverages
working knowledge of application monitoring tools to ensure efficiency.

System Installation &
Configuration – Installation and Configuration:

- Installs and
configures servers, cloud infrastructure, and all software and environments.

- Performs system
configurations and backups independently to ensure optimization of server
infrastructure.

- Supports
hardware maintenance, auditing, installation, and provisioning as necessary.

- Collaborates
with internal technical experts and third-party vendors to resolve integration
challenges.

System Installation &
Configuration – Identity & Access Management:

- Administers
access privileges in the identity and access management system to ensure
accurate access to IT resources.

- Monitors user
activity in the identity and access management system and reports on system
activity.

- Learns to
provision access management systems.

Service Lifecycle Management
– Batch Processing:

- Monitors the
batch process to ensure the updates are applied and triages any issues that
arise.

- Implements
batch management using different work schedulers to configure jobs and job
streams, define dependencies, and report job performance.

- Ensures
scheduling and budgets of batch monitoring services comply with Service Level
Agreements (SLA).

Service Lifecycle Management
– Security Maintenance:

- Follows
existing procedures to provide assurance that compute and storage devices are
secure.

- Maintains
privileged accounts/secrets integrity of systems and compute and file system
security for the compute and storage environment.

- Monitors and evaluates
high-level service and infrastructure dashboards and takes action to address
identified anomalies.

- Implements
monthly, quarterly, or hotfix patches to address security vulnerabilities or
bugs across the technical stack.

Service Lifecycle Management
– System & Security Improvements:

- Deploys
enhancements to improve the performance, reliability, and security of systems
and environments.

Incident Management &
Support – Incident Management:

- Supports the
end-to-end incident management lifecycle to ensure systems are stable, secure,
and performing accurately.

- Collates
incident-based data for team metrics and key performance indicators (KPIs) by
assisting with system and network incidents to identify patterns, root causes,
and solutions.

- Participates in
incident review meetings to provide feedback for operational performance and
solution implementation.

- Partners with
third party vendors and cross-functional teams (e.g., Development, Cloud
Engineering, Product Engineering, other IT teams) to drive collaboration for
implementation and/or resolution for high-severity incidents, risks, or
migrations.

- Investigates
standard system issues and triages high-severity incidents by implementing
Corrective and Preventative Action plans (CAPA) as instructed.

Incident Management &
Support – Escalation Cases:

- Coordinates
escalated support cases by collaborating with internal technical teams and
third party vendors to drive issue resolution for a wide range of production
environment problems (e.g., immense growth, scaling, leveraging the cloud,
extremely high performance, high availability requirements).

Incident Management &
Support – Technical Support:

- Proactively
monitors the production environment by checking system error logs, monitoring
ticket queues, and consulting with other teams involved in maintaining the
environments.

- Adheres to team
schedule to contribute to ongoing technical support and service objectives.

- Resolves
complex, critical customer system issues and implements and documents technical
solutions.

Incident Management &
Support – Backups and Disaster Recovery:

- Leverages
working knowledge of systems to perform backup, restore, and disaster recovery
processes.

- Participates in
disaster recovery drills to ensure preparedness and compliance.

- Implements
disaster recovery solutions to ensure preparedness and regulatory compliance.

Communication &
Documentation – Technical Communication:

- Communicates
technical information to both technical and nontechnical personnel.

- Serves as a
technical liaison and provides domain-specific expertise to cross-organization
projects, programs, and activities.

Communication &
Documentation – Documentation & Reporting:

- Maintains
documentation on ticket updates, code contributions, infrastructure,
configurations, processes, and procedures (e.g., Disaster Recovery plans,
Standard Operating Procedures, Corrective and Preventative Action Plans).

- Generates
weekly and monthly reports on system performance and incident progress to
support operational and management outcomes, and builds an awareness of the
business impacts.

- Researches,
proofs, and authors technical documentation in the area of standards and best
practices for internal use.

Additional Responsibilities
(as needed)

Cloud Infrastructure
Support:

- Collaborates
with DevOps and Site Reliability Engineer (SRE) teams to provide support for
large-scale infrastructure.

- Implements
continuous integration and continuous deployment (CI/CD) pipelines
independently.

- Performs
patching and version upgrades independently to support cloud infrastructure.

Automation:

- Supports
Workload Automation tools through design support, administration, and
optimization efforts.

- Troubleshoots
issues with automation tools, agents, and other connectivity to 3rd party
applications.

- Maintains and
supports cloud technologies.

Core Responsibilities

Planning & Execution:

- Independently
manages work, monitoring timelines and deliverables to ensure projects or
initiatives stay on track and meet requirements.

- Proactively
prioritizes work and adapts to resource or timeline shifts, suggesting
adjustments to maintain project efficiency.

Collaboration &
Partnership:

- Collaborates
across teams to align on expectations and achieve shared objectives.

- Builds and
maintains a comprehensive understanding of business, stakeholder, and/or
customer needs to build and support effective partnerships.

- Actively
listens to diverse perspectives and asks questions to ensure understanding of
others.

Problem Solving:

- Independently
identifies and addresses standard and non-standard issues in accordance with
standard practices, escalating more complex issues as appropriate.

- Analyzes data
and/or information from multiple sources to troubleshoot standard and
non-standard errors.

- Contributes to
knowledge sharing and best practices.

Continuous Learning:

- Embraces
continuous learning by actively seeking to build knowledge and new skills
and/or tools and staying current with industry trends and best practices.

- Seeks out and
leverages feedback and training to improve skills.

- Contributes to
a culture of continuous learning and knowledge sharing with team members.

Continuous Improvement:

- -Develops ideas
and recommends updates to increase the efficiency and effectiveness of
processes, protocols, and workflows within a team.

- Seeks input
from team members on alternative approaches and methods for improving work.