PAM IDAM 2nd Line Service Support Engineer

• The core of the IT System Management lies in the scanning, evaluating, selecting, adopting and decommissioning of core technologies for the Euroclear IT infrastructure environments. This requires the function holder not only to maintain close relationships with the key technology providers, but also to develop a consistent technology strategy and life-cycle management plans backed up with a forward-looking hardware and software budget (capital expenditure as well as operating expenditure). Typical activities within the IT System Management job description are:


• Design, develop, implement and support IT infrastructure solutions to support business opportunities in alignment with the enterprise architecture direction and standards


• Perform technical planning to select and implement appropriate technology for supporting business solutions at affordable cost


• Provide adequate level of expertise to support and troubleshoot infrastructure issues in case of problems


• Assess the compatibility and integration of products/services proposed as standards in order to ensure an integrated architecture across interdependent technologies


• Ensure that systems are properly operated and maintained and system evolution are successfully implemented
  
   

• Provides a wide range of technical assistance to users of IT systems.


• May be responsible for the satisfactory performance of a sub-set of IT-systems.


• Designs solutions within a well-defined scope using various supplier products, to support the company’s needs.


• Provide system expertise in a specific technology, contributing to projects and operational tasks.


• Expert in a technology, provide 2nd and 3rd level support on specific products.


• Look for efficient support and maintenance of technology and involved in standard projects. Typically has IT operational experience, covering office or IT applications, middlewares, operating systems, and network technology.
  
   

• Either personally or by supervising others, installs system and/or server software, hardware, including non-standard configurations, providing connectivity where necessary.


• Manages most day-to-day aspects of IT systems. Resolves problems or queries, received directly by users or via a help desk, within several known domains of expertise.


• Keeps abreast of the latest technologies and understands the commercial drivers for his/her work.


• Troubleshoots hardware and/or software problems within known domain of expertise. Makes recommendations for changes and implements agreed enhancements.


• Function expectations: The following criteria describes the overall expectations of the function at different levels, cross-families.


• Complexity & problem solving: Handles standard* situations covering known domains of expertise. Proposes process and procedure improvements within domain of expertise.


• Decision making: Might rely on existing processes and policies to make decisions but also uses knowledge and expertise to support the decision process in own domain. Proposes step improvements within the operational domain


• Strategic approach and impact: Focuses on execution in own domain expertise. Runs and maintains the operational process.


• Autonomy and leadership: Works autonomously within own domain of expertise. Independently, co-ordinates and plans activities within given constraints. Uses expertise to challenge the goals and scope of new requests and evaluates the impact of these new requirements. Contributes to defining the implementation method for a set of products / services / solutions / applications in known domain of expertise.


• * CSDs: standard defined as being based on existing technical expertise.

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