Ensure infrastructure networking and computing systems remain available during production hours.

• Interact with management and staff to provide analytical and technical assistance for continuous improvement of IT solutions.
• Manage local technical projects.
• Maintain or create policies, procedures, and processes.
• Identify root-causes of operational issues and process inefficiencies.
• Update and maintain Help Desk Documentation and knowledgebase articles
• Investigate the root cause of complex incidents and then initiate actions to improve or correct the situation.
• Mentor and coach colleagues and seek opportunities for continuous improvement.
• Evaluate, authorize, prioritize, plan, test, implement, document and review complex changes in controlled manner or escalate to higher authority.
• Operate all IT services according to management protocols and Service Level Agreements (SLA’s).
• Serve as technical lead to assure delivery of the service in critical situations.
• Design and develop features such as monitoring dashboards, custom metrics, log search pattern and alarms required for support of IT Operation.
• Automate routine operational tasks or other maintenance actions.
• Provide support for cloud services and workflows.
• Plan and execute migrations from cloud-to-cloud infrastructure.