Senior Information Technology Support Engineer

Establishes partnerships with MLL areas ensuring efficient service delivery and maintaining high levels of reliability in TS operations With deep domain expertise product knowledge and effective leadership skills collaborate closely with stakeholders deliver exceptional services and ensure the reliable functioning of IT systems ultimately supporting the success of the MLL operations

Responsibilitie

• s
  Support critical incident and problem management participating in reliability calls identifying root causes and implementing preventive actio
• nsMonitor and track the IRIS incident and request queues for timely resolution Facilitating engagement with 3rd party vendors monitoring their work and addressing escalations as required to ensure SLAs are m
• etServe as the primary contact for non site TS teams and communicate updates to TS management and business IT leaders to ensure transparency and accuracy during inciden
• tsAssist in change management activities including coordinating change schedules obtaining approvals and implementing changes for supported applications and infrastructu
• reCoordinate patch management activities initiating and planning patches for applications infrastructure and operating syste
• msCoordinates with MLL and TS teams for the implementation of application features enhancements and infrastructure chang
• esEngages with BT Site Leads and business stakeholders to ensure testers are identified for user acceptance testing UAT as it pertains to Change Management and or Patch Management Activiti
• esSupport business continuity by participating in local efforts for failover tests server patching and infrastructure maintenan
• ceReview progress pending items and impediments related to operational incident and problem management with TS Site Delivery Leader Coordinate site specific tasks associated with IT portfolio projects lifecycle management and infrastructure upgrad
• esMonitor service levels track metrics analytics as it pertains to network reliability availability and capacity metrics to ensure site health for TS servic
• esParticipate in TS contractor management activities including entrance permits and requesting escor
• tsEnsure compliance with companies policies standards and procedures at the site lev
• elProvide input to TS Site Delivery Leader for future requirements especially key business capabilities and the associated value to the Product Line as an input to shape the product strate
• gyPartner with TS Site Delivery Leader to provide input and execute Service Lifecycle and roadmap and continuous Improvement Pla

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Required Expert

• ise
  In depth knowledge of MLL site operations and proce
• ssesUnderstanding of IT systems and applications specific to the MLL indu
• stryFamiliarity with regulatory compliance requirements and quality stand
• ardsAbility to analyze and troubleshoot technical issues related to site operations and IT infrastruc
• tureStrong understanding of incident and problem management proce
• ssesProficiency in identifying and implementing preventive and corrective act
• ionsKnowledge of change management principles and practices for seamless system integra
• tionFamiliarity with patch management processes and best pract
• icesExperience in coordinating and executing disaster recovery eff
• ortsProficiency in the specific applications hardware and peripheral devices used in the MLL environ
• mentDeep understanding of the infrastructure components supporting the MLL applicat
• ionsKnowledge of network architecture protocols and security meas
• uresExcellent communication and interpersonal skills to effectively engage with stakeholders and team mem
• bersStrong problem solving and decision making abilities to address complex is
• suesBuilds strong relationships and fosters collaboration across teams and departm
• entsProactive and adaptable approach to manage changing requirements and unexpected situat
• ionsStrong analytical and critical thinking skills to identify opportunities for improve
• mentDemonstrates a customercentric mindset and a commitment to delivering highquality Ser
• viceExhibits strong ethics integrity and professionalism in all interact
• ionsDisplays resilience and composure in high pressure situat
• ionsTakes ownership and accountability for tasks and outc
• omesPromotes a culture of continuous learning and knowledge sha