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 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.

LI-DNI