Description
:IT Support Specialistis ahands-on technical leader,leveragingdeepexpertisein vendor platforms like IBM Open Pages to drive innovative solutions and guide high-performing teams. In this dual-capacity role, you will lead critical support initiatives while actively contributing as a developer, ensuring robust, scalable, and reliable application support for business-critical systems. Success in this position requires a strong command of the software development life cycle (SDLC), deployment, and changemanagementbest practices, paired with a proactive approach to problem-solving and continuous improvement.
KEY ACCOUNTABILITIES
CUSTOMER
Provide hands-on leadership by mentoring team members in troubleshooting and resolving complex incidents, while cultivating a collaborative, high-performance support culture.
Design, configure, and tailor vendor platforms—including IBM Open Pages—to address evolving business needs and drive operational excellence.
Develop and implement advanced workflows, triggers, and custom actions within the IBM Open Pages application tooptimizesystem functionality and user experience.
Oversee detailed investigations of incidents to evaluate root causes and ensure implementation of targeted, value added and controlled remediation plans
Act as an expert resource providing insight and recommendations based on industry practices and emerging technology trends within application support field
Define, deploy and/or lead systems / applications activities to support clients and applications
Identify, recommend, source, negotiate and implement improvements/solutions (buy/build/reuse) to enhance customer experience, availability, and/or reduce cost in support of client needs
Influence product direction, foresee issues and gaps,identifysolutions, and work comfortably with leading edge products that are untested/ unproven in the market
Manage complex application deployment in load balanced service-oriented environment
May help test, debug, and performance analyze and document environment components
Work with Architects to ensure that environment modifications interact appropriately, data conversion impacts are considered, and other areas of impact are addressed and meet performance requirements of the project
Collaborate with business leaders, IT professionals, vendors / outsourced partners to assess viability/priority of projects/initiatives and ensure issues are clearly communicated
Lead / contribute to the project management processes conduct pre and post implementation reviews
Integrate technical solutions with the business environment, recognizing systems interdependencies and reusability, and ensuring seamless delivery
Ensureappropriate securitylevels areestablishedand maintained for processes, informationexchangeand system implementations
Provide 2nd and 3rd level support for production incidents asrequiredand provide single point of contact for business communications related to production incidents, escalate asrequired
Drive and manage controls environment (including processes), covering change management, production implementation, compliance and audit controls, and business continuity (both application and resource)
Work in strategic partnership with development and delivery teams to continuallyidentifyand create opportunities to increase application stability of production environment
SHAREHOLDER
Review, define,enforceand influence standards andappropriate qualitymeasures/metrics
Ensure systems and operational availability meets or exceeds negotiated service levels, and report results asrequired
Adhere to existing processes/standards, business technology architecture,riskand production capacity guidelines; plan,monitorand escalate issues asrequired
Follow standards,policiesand procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP)
Comply withwell-defined enterprise technology delivery practices and standards and project management disciplines
Assistin the development/maintenance of comprehensive processes for prevention of issues andparticipatein problem determination andtimelyresolution of incidents
Continuously enhance knowledge/expertisein own area and keep current with emerging industry trends,new technologiesand best practices in the external market that can contribute to delivering effective client solutions
Develop/maintainexpertiseof system development methodologies, key business initiatives/issues, IT implications for systems/technologies and impact on business solutions
Identifyopportunities to minimize cost, providerecommendationsand/or deliver corresponding strategic solutions to support cost effectiveness
May develop and/or contribute to negotiations ofthird partycontracts/agreements
EMPLOYEE / TEAM
Coach and empower IT professionals in mastering IBM Open Pages architecture, features, and industry best practices.
Drive knowledge sharing and skill development across the team, fostering technical excellence and a culture of continuous…
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