**_ 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, integral, virtual, or multi- functional.- Demonstrate good teamwork with peers.LI-DNI