**_ Responsibilities: _** Incident Management: - Identify performance issues proactively. - Works within strict time scales and elevates incidents within defined time windows. Problem Management: - Uses proactive monitoring procedures/tools to identify problem prevention opportunities. - Change Management. - Configure system hardware, software and network components to meet established standards with assistance. - Perform routine installations and/or configurations. 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 through participation in continuous service improvement initiatives. Complaint Handling: - Responds to customer - relations problems promptly and appropriately. - Takes ownership to ensure satisfactory completion of complaint, through engagement of appropriate resources. 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 service, product, technical, and customer - relations questions. Teamwork: - Lead a small team with well - defined objectives. **_ 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, 3-5 years of working experience in related fields. **_ Knowledge and Skills: _** - Ability to resolve or assist in the resolution of complex Customer problems. - Able to demonstrate good oral, written, and telephone communication skills. - Ability to build and maintain relationships with customers, peers, and support partners. - Able to understand 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.