Primary Job Duties & Responsibilities
Serves as the Subject Matter Expert (SME) for a minimum of one product and/or tools in the Host, Distributed, Network, or Voice environments. Demonstrates proficiency across the other products and/or tools as SME level knowledge is being built for these technologies.
Is assigned and resolves complex atypical incidents and issues associated with Host, Distributed, Network, or Voice and determines when to escalate as appropriate. Is able to tie together various pieces of technical data to draw logical conclusions. Provides superior customer service to all areas within IT Operations as well as the entire IT organization and business customers.
Provides direction/leadership to the associate members of the team when complex problems/issues are escalated. Is able to lead resolution of incidents. Participates in projects assessing and recommending process and/or technology enhancements within IT Operations related to Host, Distributed, Network, or Voice.
Executes and/or manages changes related to Host, Distributed, Network, or Voice to include hardware and software installations, upgrades, removals, reconfigurations, repairs and/or re-cabling. Prepares reports, analysis, business cases for operational and/or technical activities related to IT Operations for Management review and recommendation. Oversees and provides direction to vendor personnel in the performance of installation, maintenance, and/or repair activities. Position may require on-call support.
Job Specific & Technical Skills & Competencies
Incumbent requires strong technical skills and inter-personal relationship building skills.
A solid understanding of the Host, Distributed, Network, and/or Voice technologies to execute routine problem diagnostics, incident and problem management, change implementation, product installation and support. Value People: Demonstrates a balanced view of own strengths and weaknesses.
Leverages strengths and works to improve in or manage areas of weakness. Able to learn and apply new concepts. Business Knowledge and Partnership:
Has strong working knowledge of both the business area of assignment and how IT impacts specific business areas. Execution: The individual must be capable of self-initiating solutions related to technical problems and deficiencies. Must be a solid problem solver, being cognizant of available technical and procedural resources, toward resolution that are low cost, fair, and service oriented.
The person must also know when to escalate to management and expert technicians when the situation warrants. Initiates problem escalation to management and business line customers based on own knowledge and according to established procedures. Continuous Improvement Mindset:
Proactively seeks and offers ideas or new ways of doing things that will provide added value to existing company processes. Candid Collaboration and Communications: Seeks out and develops partnerships both within their group and throughout the organization.
Conveys and spreads candid and complete information while working with others towards group and company goals. Speed and Flexibility: Assesses and adapts to change while maintaining stability and integrity.
Must be able to handle new and/or shifting priorities. Displays commitment to excellence and looks to improve and promote quality. Leadership: Takes initiative and successfully presents new ideas that have clear merit and value.
Recognizes need for and demonstrates role model behavior. Planning and Project Management: Has strong understanding of how projects impact the business and demonstrates solid project management skills.
Value for Money: Understands and treats all resources as a precious commodity. Stays within budget or comes in under budget.
The IT Operations mission is to ensure the stability and reliability of core IT infrastructure components, comprised of Voice, Network, Host and Distributed. IT Operations monitors these components for incidents and if found, provides resolution or escalation. IT Operations is also responsible for implementing change for those same components. Incident and change are done following approved processes defined by areas including Security, Audit, Change Management and adhering to agreed upon service levels. Through collective behaviors, competencies, processes, management systems and technologies drive the IT Organizations maturity to deliver desirable and predictable results. Provides 24/7 support surrounding Host, Distributed, Network, and/or Voice technologies. Work closely with all lines of business and core IT organizations to establish processes, implement changes and oversee new and updated product implementations. Work with core IT organizations to resolve non-traditional technology problems with minimal guidance and responsibility to determine the cause and recommend solution(s) that others will take action and/or implement. The incumbent applies experience and technical expertise to ensure high level of customer service and satisfaction, product quality, and timeliness of product, technical and/or business deliverables. Must have a thorough understanding of identified Subject Matter Expert technologies and proficiency across the other related technologies. Directs daily work activities of a small group of employees. Works with higher level manager to set goals/objectives and provides input regarding performance of employees being led. This job does not manage others This job works under General Supervision: Incumbent independently performs a variety of duties, including potentially complex duties within established policy guidelines; responsible for a defined set of assignments (e.g. assigned customers, claims or other specified set of responsibilities); is expected to set priorities and meet specific goals and objectives of the function or unit. (Typically pertains to advanced/operational, senior professional, unit supervisor)
Education, Work Experience & Knowledge
3 years of experience in at least 2 technologies, Distributed, Network, Host, and/or Voice preferred. Able to work independent of day-to-day direction with demonstrated effective decision making skills. Experience directing others through complex problem recoveries. Experience leading small training sessions preferred. Strong written and oral communication skills.
Operates standard office equipment (Continuously) Sitting (Can stand at will) (Frequently) Standing (Frequently) Use of Keyboards, Sporadic 10-Key (Continuously) Lifting items up to 51 - 75 lbs. (Frequently)
1 year of experience in at least technologies; Distributed, Network, Host, and/or Voice required.
The Travelers Companies