In addition to the responsibilities listed below, this position serves as a lead subject matter expert regarding incident and problem management processes by resolving high impact and/or critical incidents and driving the escalation and resolution process.

• Drives the execution of multiple work streams by identifying customer and operational needs; developing and updating new procedures and policies; gaining cross-functional support for objectives and priorities; translating business strategy into actionable business requirements; obtaining and distributing resources; setting standards and measuring progress; removing obstacles that impact performance; guiding performance and developing contingency plans accordingly; solving highly complex issues; and influencing the completion of project tasks by others.
• Practices self-leadership and promotes learning in others by soliciting and acting on performance feedback; building collaborative, cross-functional relationships; communicating information and providing advice to drive projects forward; adapting to competing demands and new responsibilities; providing feedback to others, including upward feedback to leadership; influencing, mentoring, and coaching team members; fostering open dialogue amongst team members; evaluating and responding to the strengths and weaknesses of self and unit members; and adapting to and learning from change, difficulties, and feedback.
• Collaborates with technical and project team leaders to resolve complex system problems and application-specific issues, and provides consultation on the design and architecture of technology environments across the enterprise.
• Escalates unresolved or critical issues, risks or problems to system engineers and management.
• Plans and performs complex system configuration by performing proactive and predictive analysis of environment configurations, and resolving system and network integration issues.
• Plans the maintenance, modification, and documentation of applications; recommending system or integration changes based on the cost/benefit of available solutions.
• Creates complex documentation of new and existing system configuration and procedural information, and supports others in ensuring system configurations documentation is complete and accurate.
• Leads hardware and software changes for multiple IT production environments by performing impact analyses of system changes.
• Recommends and executes complex performance tuning and optimization activities.
• Evaluates existing technical resources to determine coverage of the necessary skills and knowledge required to meet ongoing business demands.