Job Summary
Researches, designs, develops operates and maintains support services for existing and new business applications and/or information systems solutions through integration of technical and business requirements per standard HP IT process methodology (such as ITIL and ITSM). Includes identification, development and prioritization of support services according to business criticality. Applications and information systems solutions include both 3rd party software and internally developed applications and infrastructure. Works within the Information Technology function, obtaining resources and working in support of objectives and strategies. Participates in architecture reviews to ensure that solutions comply with standards and uses approved technologies. Typical customers are HP end users and various functional areas such as Supply Chain, Research and Development, Marketing, Finance, a business, or the company.
Develops, devises, and executes strategies for support services and operations, demonstrating prowess in setting technical strategy and direction.
Conducts advanced analysis of complex and cross-functional business requirements and crafts intricate service solutions spanning multiple functions.
Uses extensive and diverse technical expertise to lead the management and administration of high-risk, critical infrastructure or software platforms and intricate user groups.
Collaborates within the information technology function, securing necessary resources and contributing to the achievement of objectives and strategies.
Leads architecture reviews to ensure solutions adhere to standards and utilize approved technologies, with typical customers including end users and various functional areas.
Exhibits extensive technical leadership, influencing significant technical decisions and driving transformative changes beyond the immediate team.
Identifies potential escalations and proactively notifies management, leading and escalating matters through L3, and actively participating in L2 resolution.
Identifies opportunities for functional and technical design enhancements and system architecture improvements, contributing to system optimization.
Contributes innovative ideas and may lead large cross-functional teams, exercising independent judgment to solve unique and complex problems impacting the business.
Provides mentorship and guidance to lower-level employees, thus ensuring the realization of operational and strategic plans.
Education and Experience Required
Four-year or Graduate Degree in Information Systems, Computer Science, or any other related discipline or commensurate work experience or demonstrated competence.
Typically has 10+ years of work experience, preferably in project management, production support of information technology (IT) services, or a related field.
Strong ITSM, ITIL Change, Incident, and Problem Management experience is a must
Preferred Certifications
ITIL Certifications
Disclaimer
This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.