ICT Administrator III (m/f/d)

Purpose

Independently check, execute, solve (where appropriate), and creates tickets (problem ticket, change management ticket, incident, delivery order (DO)) in order to maintain service to customers according to given quality KPIs and internal processes (INM, CHM, PRM, DOM).2nd   and 3rd  level environment.

 WHAT WILL YOU DO?

• 2nd and 3rd level INM support.
• Smooth and uninterrupted operation of customers’ environment.
• Conformity with the internal work instructions and process guidelines within DTAG.
• Follow the defined escalation standards in case of deviations.
• Investigate the root cause of incidents and initiate actions to improve or correct the situation.
• Record, evaluate, authorize, prioritize, plan, test, implement, document and review complex changes in controlled manner or escalate to higher authority.
• Act as technical lead, solves and coordinates activities  and other deliverables in order to fulfil KPIs and management requests across related technologies.
• Single Point of Contact for at least one customer, area or technology within supported service.
• Participate on regular and/or irregular communication with colleagues in an international environment to ensure operational goals.
• Coordinates the use of internal technical support and vendor support to ensure troubleshooting, maintenance, and an efficient end-user support.
• Train and participate on education of other employees.
• Create and maintain documentation.
• Perform team specific non-technical tasks such as quality/ process/ reporting to support daily operation.