Key Responsibilities
System Installation &
Configuration – Software Administration:
-Maintains
operating systems to ensure effective installation and performance as
instructed.
-Assists in the
administration of middleware products in environments.
-Begins to
support the deployment, maintenance, and operation of internal applications as
needed.
-Performs
regular administration and conducts basic performance trend analyses and server
capacity to ensure service performance meets standards.
-Builds working
knowledge of application monitoring tools to ensure efficiency.
System Installation &
Configuration – Installation and Configuration:
-Installs and
configures servers, cloud infrastructure, and assigned software and
environments.
-Performs system
configurations and backups with minimal guidance to ensure optimization of
server infrastructure.
-Supports
hardware maintenance, auditing, installation, and provisioning as necessary.
System Installation &
Configuration – Identity & Access Management:
-With minimal
guidance, administers access privileges in the identity and access management
system to ensure accurate access to IT resources.
-Assists with
monitoring user activity in the identity and access management system and
reporting on system activity.
Service Lifecycle Management
– Batch Processing:
-Monitors the
batch process to ensure the updates are applied and escalates any issues that
arise.
-Implements
batch management with some guidance to configure jobs and job streams, define
dependencies, and report job performance.
Service Lifecycle Management
– Security Maintenance:
-Follows
existing procedures to provide assurance that compute and storage devices are
secure.
-Monitors and
evaluates high-level service and infrastructure dashboards and identifies
anomalies.
-As assigned,
implements monthly, quarterly, or hotfix patches to address security
vulnerabilities or bugs.
Service Lifecycle Management
– System & Security Improvements:
-Implements
enhancements to improve the performance reliability, and security, of systems
and environments with guidance.
Incident Management &
Support – Incident Management:
-Supports the
end-to-end incident management lifecycle to ensure systems are stable, secure,
and performing accurately.
-May participate
in incident review meetings to understand and provide some feedback for
operational performance and solution implementation.
-Engages with
cross-functional teams (e.g., Development, Cloud Engineering, Product
Engineering, other IT teams) to support implementation and/or resolution for
incidents, risks, or migrations.
Incident Management &
Support – Technical Support:
-Regularly
monitors the production environment by checking system error logs and
monitoring ticket queues.
-Adheres to team
schedule to contribute to ongoing technical support and service objectives.
-Resolves
standard customer system issues and implements and documents technical
solutions.
Incident Management &
Support – Backups and Disaster Recovery:
-Builds working
knowledge of systems to perform standard backup, restore, and disaster recovery
processes.
-Participates in
disaster recovery drills to ensure preparedness and compliance.
-Supports
implementation of disaster recovery solutions to ensure preparedness and
regulatory compliance.
Communication &
Documentation – Technical Communication:
-Begins to
communicate technical information to both technical and nontechnical personnel.
-May serve as a
technical liaison and provide domain-specific knowledge to select projects,
programs, and activities.
Communication & Documentation
– Documentation & Reporting:
-Maintains
documentation on ticket updates, code contributions, infrastructure,
configurations, processes, and procedures (e.g., Disaster Recovery plans,
Standard Operating Procedures, Corrective and Preventative Action Plans).
-Helps generate
weekly and monthly reports on system performance and incident progress to
support operational and management outcomes.
-Performs
quality checks of technical documentation.
Additional Responsibilities
(as needed)
Cloud Infrastructure
Support:
-May collaborate
with DevOps and Site Reliability Engineer (SRE) teams to provide support for
large-scale infrastructure with guidance.
-Implements
continuous integration and continuous deployment (CI/CD) pipelines with
guidance.
-Performs patching
and version upgrades with guidance to support cloud infrastructure.
Automation:
-Troubleshoots
standard issues with automation tools, agents, and other connectivity to 3rd
party applications.
-Provides
support for cloud technologies as needed.
Core Responsibilities
Planning & Execution:
-Tracks
timelines with minimal supervision, ensuring work is completed in a timely
manner and is in alignment with project requirements.
-Prioritizes and
adjusts work as resources or timelines change, with some guidance.
Collaboration &
Partnership:
-Collaborates
within a team to better understand expectations and achieve shared objectives.
-Leverages a
foundational understanding of business, stakeholder, and/or customer needs to
build partnerships with limited guidance.
-Actively
listens and asks questions to enhance collaboration.
Problem Solving:
-Identifies and
addresses issues, escalating problems to senior staff as needed in accordance
with standard procedures.
-Compiles and
reviews data and/or information from multiple sources to troubleshoot standard
and non-standard errors.
Continuous Learning:
-Seeks
opportunities to gain knowledge and learn new skills and/or tools aligned with
industry trends and best practices.
-Utilizes
feedback and training to improve skills.
-Participates in
a culture of continuous learning and knowledge sharing.
Continuous Improvement:
-Implements
updates to processes, protocols, and workflows to increase efficiency and
effectiveness as directed with some guidance.
-Contributes to
ideation for future process improvements.
