Apply deep and broad technical background and knowledge of industry trends to operate several critical or high risk technology areas / customer groups.
Integrate technical knowledge and business understanding to create solutions for customer.
Regularly leads large cross functional teams to include technical management of client staff assigned to implementation team in the completion of one or more solution requirements, architecture, or implementation deliverables.
Provides the technical direction required to resolve complex issues to ensure the on-time delivery of solutions that meet customer expectations.
May need to develop new methods to apply to situations.
Provides advanced technical consulting and advice to proposal efforts, solution design.
Provides consulting advice to customer senior IT leadership and sets strategic direction for customers based on the company’s solutions and products.
Mentor / consult with team members, other organizations, customers, and vendors on complex issues.
Act as a consultant in service delivery business, technology, industry or specific application.
Resolve technical and some business incidents independently.
Mentor / assist less-experienced team members on complex incidents.
Deliver strategic account support by proactively maintaining high-level technical, operational expertise and understanding of industry trends.
Review support plan for business indicators and map to company service solutions.
Develop and grow assigned customer account relationships with complex and strategic accounts.
Act as trusted advisor in the consultant role for customer and company sales teams.
Design and deliver support solutions using specific industry knowledge and expertise; Assist Mission Critical or project manager in solution formation and lead Mission Critical delivery team in planning, delivering, and managing complex support solutions.
Provide suggestions for operational efficiencies.
Create and deliver Value Based Delivery (VBD) account plans for assigned accounts.
Lead Customer Expectation management as part of escalation process.
Give inputs to operational methods and programs that may affect the business management strategy in a geographic area.
Education and Experience Required : Bachelor's degree preferred or Associate degree holder (technical field) with 12- 15years working experience in related fields desired.
Knowledge and Skills :
In-depth knowledge of company and industry standard networked computing environments, operating systems, and applications.
Some in-depth knowledge of corporate organization and policies.
Thorough knowledge of company products and services offerings, company organization, competition, third party products and market trends.
Business, technical, or functional knowledge at the mastery level plus administrative or operations knowledge.
Anticipate Customer needs, develop proposed solutions, and build consensus.
Provide Mission Critical customer recommendations to improve processes.
Experienced knowledge of change management process and tools in complex environment.
Advanced skills in project management, communication, analysis, and presentation.
Expertise in area of focus and knowledgeable of future technology directions.
Mission Critical and ITIL certifications.
Demonstrates ability to develop solutions that can be used at multiple customer sites to enhance the availability, performance, maintainability and agility of their enterprise.
Develops reusable solutions and workarounds that are innovative and demonstrate a deep technical knowledge of the affected products, processes, and the customer environment.
Breadth of knowledge covers additional business units, third parties, competitors, and business drivers.
Recognized as an advanced subject matter expert of IT products, applied technologies and processes, combining vendor interoperability knowledge pertaining to complex IT infrastructures.
May define interoperability issues between vendors’ products and is a recognized expert in one or more technologies across the region.
Holds a vendor or industry certification in more than one discipline area. Regularly represents business at industry recognized technical events.
Has performed troubleshooting across a number of significant multi-vendor products.
Hands on experience on UNIX, Linux, Storage, Vmware, IT Automation and Public & Private Cloud technologies.
Impact / Scope
Leads technically significant work on enterprise scale projects.
Is recognized by peers as an expert in a particular area of technology.
Sustained and consistent contribution at the region level.
Large project / programs involving multiple disciplines, technologies, multi-geographies, and business units.