Technical Knowledge : Apply advanced technical and business knowledge (e.g. SAP, Java, .NET) to solve application issues that are critical or high-risk.
Independently integrate technical knowledge and business understanding to create superior solutions for HP and for customers.
Incident Management : Resolve single- and cross technology / application incidents independently. Document known errors and work arounds Works with team members, delivery centers, and other HP organizations to resolve unusually complex or cross-technology incidents.
Escalation Management : identify, manage, and lead escalations via established processes.
Problem Management : Proactively and reactively look for solutions to prevent problems from occurring in team / technology area.
Change Management / Implementation : Independently review, implement, and verify changes / solutions of high complexity and risk to meet customer needs.
May lead or participate in a Change Advisory Board.
Configuration Management : Oversee configuration management processes, resolve issues, and implement processes to improve efficiencies.
Solution Design : Apply HP solutions to meet highly complex customer needs. The solution may include service delivery models for new services.
Quality : May provide feedback / influence change in internal and / or vendor-providedproducts / service offerings.
Project Management : Participate, propose, and / or lead customer and internal projects across technology customers and / or internal businesses / end users' areas, including transformation.
Customer Relationship Management : Influence with customers and / or internal businesses / end users regarding operational details, solutions, and proposals.
Becoming a trusted advisor to the customer. Provides training to end users on applications in area of responsibility. Understands and manages to contract scope.
Teamwork : Work as part of a global, and / or multi-functional team. Lead teams which address operational processes and policies in work area.
Seen as a resource and may mentor less experienced team members within the team in one or more technical- / operational policies / standards or business areas.
Is a trusted advisor inside and outside the team / technology area.
Contract Knowledge : Demonstrates comprehensive understanding of contract obligations across business area. Provides guidance to others to meet contract obligations.
Mentor less-experienced team members on all areas of Applications Management work.
Capacity and Performance Ensures that the Capacity Management process and working practices are effective and efficient.
Evaluates the impact of proposed changes on the capacity design and plan.
Business Continuity Responsible for activities involving damage assessment, co- ordination with other recoveryteams, deciding on recovery steps to take, maintaining records, and providing recovery status reports.
Education and Experience Required :
Bachelor's degree in Computer Science, IT Service Management, Engineering, Business, or related field or equivalent work experience.
May have Master's degree in related field. Often holds entry-level certification(s) in work field.
May hold intermediate-level certification(s) in work field. Typically 5+ years of relevant experience.
Knowledge and Skills :
Typical skills include :
strong) understanding of applications technology in direct responsibility.
ITIL Intermediate level Certified.
Knowledge of ISO20000.
developing) understanding of other technology sub-areas.
General understanding of related technologies.
strong) Customer Service General Project Management.
developing) Influencing Others.
developing) Customer / Vendor Management.
developing) Business Analysis.
developing) General Financial Management.
Strong communications skills; good presentation skills.
Client-facing interpersonal skills. Able to lead Applications Management delivery.
Understanding of cloud computing platforms such Microsoft Azure, AWS is a plus.
Strong understanding of ITIL tools, processes and terminology a plus