Ito Svc Delivery Rep Iii

**_ 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 customers business. Contribute to teams 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 Bachelors 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.