Triage customer issues quickly and work with other teams to resolve those issues, Demonstrate excellent interpersonal and customer-relations skills, Work directly with the customer (internal and external), conduct problem identification and troubleshoot activities, as necessary, to isolate the root cause of a problem, Resolve or escalate problems upwards, following guidelines. Will be held accountable for delivering projects on time, every time, Lead the analysis of complex data using a variety of IT tools and prepare reports on system performance, availability, and other statistics for consumption by the IT Director and Program Management office. Identifying and implementing solutions to increase efficiencies and ensure continuous improvement within the service-desk function. Maintaining Replication, Trust Relationship and enforcing Domain wide Group Policies. Windows XP, Vista, 7 / MAC OS Proficient in Applicant Tracking Systems, time management systems (IEX), Peoplesoft, Oracle, Active Directory, Remedy, Social Media, and Web 2. Skills : SQL, T-Sql, PERL, XML, HTML, Asp.Net, Citrix, Active. Designed and managed defect management process to ensure quality assurance, assist project management and risk management for a web portal, reducing defects by 40%. company merger and acquisition, divestiture aligned with market business plan and priorities, Ensure the works related to IS/IT to be successfully and smoothly delivered as planned in accordance with service level agreement, and meet the business requirements as defined, Provide regular reports to key stakeholders in regards to issues, actions, escalations, etc, Improve, streamline and standardize IS/IT support processes leveraging capabilities of Nestle staff and external partners, Ensure that the root causes of systems failures are identified and the appropriate actions or escalations are taken to prevent the recurrence, Prepare overall GLOBE budget (CAPEX and OPL) and propose for approval, including monitor, control cost upon leading initiative for the cost effective IT network infrastructure cost, Lead initiatives related to IT Security Awareness within market/region, Ensure adherence to the principles and practices of Nestle Continuous Excellence (NCE) e.g. This means an individual working forty hours every week earns about $30 per hour. Plan, coordinate, and implement network security measures to protect data, software, and hardware. (including multiple legacy environments, distributed environments, Cloud, and data networks spanning North America), ITIL Essentials certificate Demonstrated sound understanding of Incident, Change, and Problem Management methodologies as well as solid experience in a large Production environment, Collaborative: formulate continuous improvement strategy and assemble the resources necessary to deliver against plans, Facilitate and communicate well to manage internal and external relationships to ensure seamless delivery service to the business. Monitor and provide data to internal customers, University degree in Computer Science or equivalent, In general some experience in a people management role or relevant experience in a coordinator or project management role would be preferred, Demonstrate leadership ability and management skills, Solid foundation in and appreciation of ITIL service management process, Good knowledge in Operating Systems components and environment, Good knowledge in data store repositories (Databases, etc), Adaptability / Flexibility / Analytical and conceptual thinking, Excellent written and oral communication skills, fluency in English, Leads, directs, supervises, assigns, and evaluates the mission of Operations and Maintenance operation, Provides direction, establishes objectives, and assigns responsibility and timetables to ensure the successful accomplishment of assigned tasks and projects, Responsible for completing employee performance evaluations, employee training plans, and implementing quality procedures, Tracks, documents, and evaluates functional performance against Department metrics and provides a monthly metrics evaluation report to the Program Manager and upon request to the customer, Assists the CIO and performance monitors with organizational budget development, Assists the customer with task and project management, Bachelors degree in a technical or management discipline or equivalent years of experience, 7+ years of directly related job-related experience, 3+ years in a management role, General knowledge of computer networking, server architecture, desktop hardware, software configuration management and computer help desk functions, Determines what personnel and IT resources are required to meet the deployed systems plan, objectives, SLAs and KPIs by reviewing plan documents and maintaining strong communications with the external customer and the relevant internal managers, Manages the cost budgets for the IT System Support components or contracts, Stays current with the latest technology, organizational concepts, management skills and business relationship concepts, Establishes and maintains an IT infrastructure that supports all customer services activities, by assessing cost in terms of System Availability, Capacity and Security, including, Providing all levels of technical support, depending on the application, Monitoring live systems and networks and responding to alerts, Establish a robust security regime and monitor accordingly, Providing periodic routine and preventive maintenance of live systems, Maintaining all division or supporting all communications infrastructure, including LAN/WAN, telephony, hosting facilities, etc, Establishes and maintains an IT Application Support team that supports all engineering and IT program management activities, including, Supporting new business and proposal efforts in designing hardware, utility and network/communications solutions, Deploying and supporting production systems, whether internally hosted or at customer sites, Managing software/hardware licenses and software/hardware maintenance purchases/renewals, Providing and managing personnel resources stationed at customer facilities, Works in conjunction with our global operations to ensure consistency, support requirements and other strategic objectives of the organization are met, Mail flow troubleshooting- OWA, ActiveSync, OAB, Internal mail flow, and other Exchange related services, Network troubleshooting- Basic connectivity testing and some firewall knowledge, Backup knowledge- How to complete and troubleshooting various backups from DPM to Snapshots, SAN knowledge- Manage disk space and troubleshoot, Active Directory- Troubleshoot Domain Controllers, replication and some user accounts, Provide 2nd level technical support to internal end-users within production and administrative offices, Prepare replacement/backup hardware for production, where applicable (e.g. support, product management, project management support and M&P. Skills : Javascript, HTML, CSS, Java, Computer Repair, It Project Management, Active Directory, C++. Owns the content and coordination of all IT related plans, including the IT portions of the Disaster Recovery and Business Continuity plans, Serve as the technical lead from an IT Operations perspective in all client meetings which have implemented SGS Testcom programs and/or products. Do you have the skills to assist in upgrading SCOM2012 to the new SCOM2016? - Select from thousands of pre-written bullet points. Ability to lead cross functional project teams in implementing projects of a complex nature, Demonstrated critical thinking and planning at a strategic, global level. milling machine PCs, production label printers, tube label printers, and etc), Maintain inventory of all hardware ensuring replacements are available as needed, Utilize Microsoft SCCM to manage computers within the domain, Application packaging for SCCM deployments, Maintain contact list for hardware and software vendors used in production, Diagnose and isolate problems, devise resolutions to improve functionality, Support and escalate issues to IT Manager, CSC IT-Helpdesk, SAP IT-Helpdesk, Global IT Support, and vendors, Perform desktop level software and hardware installations and upgrades, implement file backups, and configure systems and applications, Create and maintain user account database, manage system access suspending/terminating access levels, coordinate user moves, and other changes with appropriate department manager to limit business disruption, Oversee weekly incremental and full tape backups, Facilitate end-user training specific to software and hardware functionality, as well as office or other related equipment, Serve as back-up in the absence of IT Manager as required, Associates Degree or Technical School certification; Bachelor Degree desired, Minimum of 2-3 years experience in tier 2 IT support or 3 years experience in Help Desk/Tier 1 support, Ability to multitask and work in a fast paced technical environment, Good judgment, problem-solving, and decision making skills, Flexible and adaptable to changes in business demands, Must exhibit a passion for excellence with strong integrity, Ability to build & manage strong working relationships with customers and peers, Must maintain confidentiality and professionalism, Lead team in operating and maintaining high performance, high availability private and public service for company systems, Must have a strong background in sourcing, implementing and managing Managed Services vendor relationships and contracts, Manages simultaneous large-scale projects with an emphasis towards defect-free, on-time, on-budget, and in-scope completion, Develop metrics for server, hardware, software, networking, security and storage operations. This position interfaces between the internal IT Operations Service Delivery leaders, the external service delivery providers, IT planning and delivery leads, Office of the CIO and Strategic Sourcing and Vendor Management (SSVM), Liaison with the external service providers and internal IT Operations Services delivery leaders to collect and track costs, KPIs/SLAs and utilization metrics, Prepares and tracks monthly reports of external service provider invoicing, maintenance agreements, and renewals, Coordinates import and synchronization of data from internal ticketing system as well as external services providers to ensure that the weekly, monthly, quarterly reports and presentations are complete and accurate, Prepares and manages IT systems license tracking sheets, and system utilization metrics, Prepares and communicates status to steering committees, IT leadership and other stakeholders as appropriate, Assists IT Operations Run Services leadership in creating and executing SLA & KPI metrics, dashboards and reports, Utilizes the governance tools, prepares reports for the run services tracking process, Assist day-to-day operational aspects of IT Operations, The successful candidate will be preferably completing their senior year and be currently enrolled in an accredited college or university in a MIS, or Computer Science degree program, or a related field of study. Experienced in working with clients to empower their teams to achieve their operational objectives. This role on average is responble for managing and supporting three Enterprise capital projects, Provides consultation on systems strategy/needs and suggests proactive recommendations. Applied best practices of software development while staying abreast of advances in the practice. regularly preparing and conducting lectures, presentations, and seminars in an academic and professional settings, Seeking to obtain future knowledge in database and building leadership skills. Monitor alerts for network, server, telephony, application, and other platforms. Identify appropriate resolution to achieve client satisfaction in a timely manner, Lead, drive, monitor and manage end-to-end delivery of Global Infrastructure Services infrastructure and capabilities to scope, time and budget, Provide Assurance Leadership and Service Delivery with single point of accountability for Global Infrastructure Services activities, milestone achievement and deliverables improving Assurance and Global Infrastructure Services team coordination and delivery, Provide Global Infrastructure Services leaders with a single leader, and workplan view of all Global Infrastructure Services activities, milestones and deliverables for the Assurance portfolio, Provide leadership and direction to direct reports, Evaluate, identify and help drive continuous improvement in Assurance and Global Infrastructure Services delivery capabilities and effectiveness, Must be able to work within a matrix organization balancing the needs of the customer against firm initiatives and goals, Must make decisions and negotiate with customers and overcome obstacles, Manage multiple and diverse program colleagues and stakeholder expectations to deliver Global Infrastructure Services infrastructure and capabilities in alignment with customer needs with appropriate transparency, Identify, manage and resolve complex issues, preventing escalations, where possible, Manage, negotiate and resolve project risks effectively, Demonstrate, by example, in-depth knowledge of the EY competency principles and practices, including coaching, teaching and mentoring, Think strategically and identify opportunities for optimization, Leader and team player sets example for sub-leads, project managers, business analysts and others to follow, Create an open, honest, accountable and collaborative team environment, Operate as an empowering leader; makes others look great, Proven track record of delivering technology infrastructure, capabilities, services and increased stakeholder satisfaction in IT infrastructure delivery for large global organizations, Strong domain knowledge in global complex infrastructures (perhaps in a professional service environment), 15+ years of project delivery and client relationship management in a technology environment, Strong business acumen and ability to negotiate to find win-win resolution to conflicts arising between Markets Program leads and Global Infrastructure Services leads, Strong customer orientation and able to manage customer expectations, Ability to develop strategic plans and translate them to actionable roadmaps, Strong financial and people leadership skills. Develop post resolution notes and knowledge base articles to aid in future troubleshooting and information building and perform pro-active trend analysis of incidents to identify common root causes. To include terminating fiber, connectors (LC/SC, GBIC), dressing and terminating distribution panels/patching, rack and stack, physically able to put together server racks, Security clearance via Government or other agency background check may be required for customer support, Utilizing internal systems (Visio, Remedy, and Vantive), Excellent communication and organizational skills are required, Work directly with the customer and/or support staff to Isolate and troubleshoot as necessary, Support customer requests through a ticket system, Manage and prepare incoming and outgoing customer tape backups/rotations and offsite transfers, Assume monitoring role for all critical systems. LEAN - waste elimination approach, leading to the reduction of service time and process optimization across all layers of the organization, Position requires a high degree of adaptability in addressing Linux, Database, Configuration Management and Network issues in a production environment while adhering to compliance standards, Possess very good communication skills both written and verbal, Demonstrated self-motivation and negotiation skills, BS Degree in Information Technology or Computer Related Studies, 5 to 7 years of experience OR equivalent combination of education or experience, Bachelors degree in related field and/or equivalent work experience, 3+ years of experience in desktop support role, Previous experience with retail POS operating systems is preferred, Extensive knowledge of computer hardware, Windows OS, IOS, application support, peripherals, and networking, Experience with Printer Servers; Basic Networking (TCP/IP), Proficient in MS Office (Excel, Word, PowerPoint, Outlook), Ability to communicate effectively and professionally at all levels of the organization, Knowledge of commonly-used concepts, practices, and procedures for end user technical support, Strong problem solving and researching skills, Must be able to diagnose and resolve moderately complex system hardware, software, network, and operator issues, Must be able to multi-task and be flexible with assigned work schedule, Requires extensive working knowledge of all hardware/software concepts, including all supported products and network/account management tools, Ability to effectively prioritize and organize workload to meet deadlines in a fast-pace, constantly changing environment, Must have the ability to work in a team environment and present a professional image, Ability to work productively in an open office environment, Ability to spend 8h a day in front of a computer screen and communicate with users, Provide first response to production alerts/notifications including execution of documented problem resolutions steps, Assure all support documentation is complete, up-to-date, and consistent, Assure cross training documentation is complete and up-to-date, Interact with vendor support personnel to jointly resolve issues, Escalate issues that cannot be addressed by first level documentation to designated internal subject matter expert support personnel, Ongoing maintenance of first level support documentation, Prepare incident logs and reports for all support incidents and resolutions, Assist with cross-training of additional first level support staff, 3+ years performing in a first or second level support role (Help Desk or other), Excellent verbal and written communication skills, including phone etiquette, Conceptual familiarity with batch job scheduling and processing, computer networks, databases, file servers, file transfers and related technologies, Proficiency with Microsoft Office products: Word, Excel, PowerPoint, Visio, and MS Project, Strong Business Analysis skills - Experience with document management technologies such as SharePoint, Ability to work under pressure to resolve critical production issues, Strong work ethic to follow issues through to final resolution, Ability to multitask when multiple issues occur simultaneously, Willing to be on-call for evening, overnight, and weekend shifts when needed, Willing to work 2nd or 3rd shift and be on-call on a 24/7 basis while in training, Experience with UC4 or other batch scheduling systems a plus, Experience with GlobalScape or other secure FTP services a plus, Experience with Microsoft SQL Server technologies a plus, Familiarity with ETL technologies and programming concepts a plus, Experience with generation of reports and technical documentation a plus, Collaborate with internal and external business partners to gain understanding of their business needs and adapt departmental plans and priorities to address business and operational challenges, Lead and Develop people - manage professional employees by setting team direction, resolving problems and providing guidance to members of your team, Leverage diversity and inclusion to drive employee engagement and foster teamwork and collaboration, Manage and ensure compliance with IT structures/processes/technologies, Maintain knowledge of and leverage IT industry/marketplace technologies and trends, Influence or provide input to forecasting and planning activities, Manage the relationship (relative to Operations & Maintenance (OM)) between the business customers and IT partners for assigned applications, Provide second level application support, coordinating the involvement of business and/or development resources in problem resolution as necessary, Continually develop support skills to minimize dependency on development resources, Assist OM team with problem triage, categorization (break/fix vs. enhancement), root cause analysis and ability to duplicate a problem, Provide leadership in critical issue resolution during war room process, Facilitate the hand-off of new release functionality from the development team to the OM team, Facilitate the gathering of business requirements to support OM activities as necessary, Identify enhancements to improve supportability, operability or performance of applications (and develop supporting business cases for suggested enhancements), Collect, analyze and report SLA and OM metrics data (and take corrective actions as warranted), Resolve issues with application-level service performance, Identify, sponsor and implement continuous improvement initiatives within the OM unit, Manage a staff of direct and indirect resources for their assigned applications and manage established budgets and forecasts, Participate in the budget setting process including justification of planned staffing levels, Optimize the mix of resources to obtain maximum results at the lowest cost, Manage the release calendar for all OM activity (code fixes and work orders), Ensure compliance with all Sarbanes-Oxley and other audit / security requirements, Manage the proper level of OM engagement in development processes to ensure that new applications / functionality are supportable following transition to OM, Participate in on-call responsibilities 24x7x365 (critical business applications but applications are stable and currently issues occur two to three times a month outside of normal working hours), 5+ years of application development or support experience in a large enterprise environment involving distributed applications, 2+ years of experience leading teams and/or managing workloads for team members, Ability and willingness to hold on-call responsibilities to respond to system issues 24x7x365 (critical business applications but applications are stable and currently issues occur two to three times a month outside of normal working hours), Experience leading development and/or support for large, critical applications, Experience managing TriZetto Facets applications, Experiencing managing high-profile, high-criticality applications, Experience managing a remote team of resources including offshore team members, Prior experience as Service Manager or Operation Service Support Manager, Drive full set of people management activities, Manage team performance from a delivery point of view along given targets, directives and processes (i.e Incident and Problem Management, Change and Release Management, Compliance Management), Foster continuous improvement as an incremental piece of the daily work, and consequently promote an efficient usage of company resources, Run and maintain the services and related applications at or above agreed service levels, Service design: evolution of existing processes, tools, automation and technology stack, manage continuous improvement process and feedback to Reseach & Development organization when applicable, Service automation: define the requirements for achieving full automation of the management of the platform Contribution to the automation under an open source framework, Capacity planning: support service specific capacity planning activity in coordination with involved organizations, Reporting: participate in the definition of the service related KPIs and support its implementation. 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