Works on problems/projects of moderately complex scope.
Evaluates unique circumstances and makes recommendations.
Exercises independent judgment within defined practices and procedures to determine appropriate action.
Participate in customer and internal projects, including transformation. ú Contribute to projects from own responsibility area.
Mentor less-experienced team members on specific areas within their technical authority.
Resolve most technical incidents independently within technical area. ú Work with team members to resolve more complex or cross-technology incidents.
Documents known errors and workarounds.
Identify potential escalations and alert management proactively.
Manage basic escalations with customer.
Independently review, implement, and verify changes/solutions of moderate complexity and risk to meet customer needs within area(s) of technical responsibility.
Understand and escalate scope changes per change control process.
Ensure Configuration Management Database (CMDB) entries are complete and accurate.
Apply GIZA SYSTEMS solutions to meet moderately complex customer needs within area(s) of technical responsibility.
Provide continual improvement recommendations/direction setting and advice within work team.
Balance internal needs against customer requirements and/or internal businesses/end users needs within defined parameters.
Work as part of a team, which may be virtual, global, and/or multi-functional.
Seen as a resource to the team and may mentor less experienced team members within their area of technical responsibility.
Acts as an informed team member providing analysis of information and limited project direction input.
Demonstrates basic understanding of business contract to support and meet contractual metrics and obligations in area of responsibility.
Analyzes service performance data involving response time, throughput, and utilization across all customers for standard services to detect trends and to generate forecasts of capacity growth.
Responsible for executing recovery actions
Begin to proactively provide solutions to prevent problems from occurring in area of responsibility. ú Analysis of data and trends to define changes to increase application reliability, reduce maintenance costs, etc
