IT Solution Specialist, Network and Technology Operations
As an IT Solution Specialist, you are the technical expert supporting network and industry solutions for the company, understanding their integration across the landscape.
In this role, you are the expert on several IT solution(s) within North America IT Technology Operations and the respective sites/industry facilities. You ensure these solutions evolve, including enhancements requests, management and prioritization to support the business.
From a support standpoint, you ensure support at level 1 and 2 is properly handled and you deliver the level 3 support (incident, problem and change management). You own overall incident, problem, configuration, and change for your solution. You are engaged in any implementation that touches your solution and manage if there is any dependency with other solutions.
As a Level 3 engineer, you act as one of a small group of enterprise/global/regional administrators for your solutions. You are engaged on projects to maintain and evolve the solutions. You have good understanding of project management and in some cases, may be the technical lead on solution projects. You create and execute change plans regularly
In your role, it is fundamental you stay abreast of new technologies and be able to support the company roadmap.
Accountabilities (Main Responsibilities):
Service Operations
- Effectively resolves issues by applying root cause analysis technics and identifies measures to prevent issue repetition.
- Is capable of define the list of task and the steps to resolve issues or deliver objectives, having in mind a deep efficiency and structure with external providers and internal staff.
- Has a deep knowledge of ITIL processes and the way they are implemented. Is able to deliver with the same methodology defined.
- Capacity to participate to a crisis (be able to support the crisis, work on action plans an follow the process). Is accountable for meeting user requirements and addressing issues within an agreed service level agreement.
- Delivers operational excellence to internal and external clients. Is able to detect future client expectations and adjust the service (or what can be adjusted in the way to deliver) accordingly.
- Provides monitoring and maintenance for IT Solutions
Project Management
- Adhere to Project Management policies and procedures
- Plan and rollout global and regional project initiatives
- Perform all related responsibilities as required
- Capture Business and IT requirements and define a broad project scope
- Identify key stakeholders and develop basic communication plan
- Define high-level activities, inter-dependencies, and develop a schedule
- Identify risks and issues (no / limited mitigation plans)
- Ensure adoption by the business
Solution Management – The following can be applied to the responsibilities listed above:
- Network (WAN, LAN, WiFi, Internet and Riverbed)
- Firewall administration (Juniper, Fortinet Fortigate)
- Site Infrastructure (Switches, WiFi, Routers, MPLS, Internet, Telco)
- Cybersecurity (Anti-Virus, Patch Management, Security Operation Center, Access Management and controls)
- Compute (Servers, VMware, Edge, Cloud)
Additional Responsibilities:
- Disaster recovery planning of your solution scope
- Ensure support structure is on track collaborating with the Service Delivery Managers (KPIs)
- Participate in weekly/monthly run and project planning meetings with service partners and regional peers regarding service operations and projects
- Maintain daily, weekly, monthly, quarterly solution KPIs
- Be the point of escalation for all technical service/solution issues
- Continuous improvement to solutions and respective services to users
- Manage all regional changes/enhancement requests relative to service operations and in particular to services provided by the global solutions.
- Collaborate with peers, technicians and service providers to harmonize the services and solutions
- Work with operations, infrastructure teams, and service providers to provide knowledge transfer for day 2 support on newly deployed technologies
- Interface with the Service Desk and Level 1 & 2 support in order to resolve outstanding issues; is the point of escalation
- Ensure the documentation of the Infrastructure solution is up to date
Education
The following is the basic qualification:
Experience
The following is the basic qualification:
- 5+ years of experience in PC/LAN/WAN hardware and software maintenance, such as installing hardware components in machines, loading software and network operating systems
- Working experience of Cisco switching, routers, etc. (CCNP AND CCNA) ? Expertise with Windows Servers\VMWare Operating Systems ? Expertise with Firewall devices and security measures.
- Knowledge of Layer 2 network design and standards, including Ethernet WAN technologies, 802.x
- Knowledge of IT & OT integrations (Plant automation/controls, industrial DMZ, Edge compute)
- Knowledge of industry automation/controls (smart sensors, PLC, HMI, SCADA, etc.) and how they interact with IT systems
- Knowledge of Purdue Model (industrial control system architecture)
- Effective written and verbal communication skills
- Ability to analyze and resolve day-to-day problems independently
- Ability to work independently in a fast-paced environment, handle multiple tasks and prioritize workload ? Ability to meet specified deadlines
- Direct contact with upper management, peers, vendors and service providers