Ito Svc Delivery Rep Iii (00s15c)

Responsibilities: Incident Management:

• Monitor systems and identify performance issues reactively.

Problem Management:

• Ability to identify incident trends in order to elevate incidents in accordance with standard protocols.

Change Management:

• Execute scripted change management activities as approved and documented. Perform routine installations, configurations per standard protocols. Assemble and integrate system/product.

Operations Maintenance:

• Perform routine maintenance. May include performing tape/backup operations.

Quality:

• Understands the impact of operations delivery on the customer's business. Contribute to team's ability to meet target goals.

Complaint Handling:

• Responds to customer
• relations problems promptly and appropriately, escalates issues according to established procedures.

Customer Relationship:

• Maintain a high level of customer satisfaction by clarifying customer needs and ensuring that they are met. Work effectively in a multicultural environment. Respond to common service, product, technical, and customer-relations questions.

Teamwork:

• Work with local teammates and virtual team members.

Education and Experience Required:

• High School Diploma or equivalent; may hold 2 year post-high school Degree (technical field); may hold Bachelor's degree.
• May hold entry level certification(s) in field of work.
• Typically, 2-4 years of working experience in related fields.

Knowledge and Skills:

• Able to demonstrate knowledge of corporate organization, job and policies.
• Working knowledge of administration or technical skills/knowledge in relevant areas.
• Working from standard protocols/documents, able to gather relevant information systematically to troubleshoot and resolve all routine problems and some moderately complex problems.
• Basic understanding of high availability system environments, if applicable.
• Proficient in professional oral, written and telephone communication skills.
• Ability to build and maintain ongoing relationships with customers, peers, and support partners.
• Able to understand typical Customer system environments with associated business needs.
• Ability to work in a team environment, which may be local, global, virtual, or multi
• functional.
• Demonstrate good teamwork with peers.

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