Infrastructure Technical Lead
Job Description: Affiliated Computer Services, Inc. (ACS) is expertise in action™. We are a FORTUNE 500 company with 74,000 employees worldwide supporting client operations reaching more than 100 countries. We provide business process outsourcing and information technology solutions to world-class commercial and government clients. Our employees operate with integrity, and are flexible, reliable and responsive.
If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.
NO REMOTE WORK OPPORTUNITY. NO RELO.
General Description
The technical lead will work hand-in-hand with the ACS division that they are assigned to in order to provide ITO services to that organization.Depending on the customer, there may be internal & external customer interaction as needed.He/she will need to be able to interact with technical and business professionals to ensure that requirements are met in an effective and efficient manner.
In the technical lead role, this person will need to understand all support needs within the division they support.This includes all projects, incidents (aging & escalated), new contracts/statements of work, etc.The technical lead is the subject matter expert (SME) for everything in support of the customer (internal & external).He/she will need to facilitate support of all systems and equipment, with relation to design, implementation and ongoing support of all facets of the infrastructure & security of that infrastructure.
While a major portion of this position is in an effort to coordinate ITO services to the customer, the technical lead is expected to spend a certain amount of time him/her self providing hands on support for the customer as needed.This will vary from division to division.
Primary Job Functions
Act as the primary point of contact for all ITO services provided to the BPS division.
Provide an excellent customer experience by anticipating and resolving customer issues in a manner that exceeds the customer expectations.
Seamless project management through all phases of the customer relationship - coordinating with the customer, technical resources, and support personnel
Communicating regularly with the customer to evaluate satisfaction and proactively identify upcoming needs
Coordinating with technical personnel as needed to meet customer needs, while managing customer expectations to prevent overload or missed deadlines
Work with the ITO technical managers to ensure the technical expertise is available as needed.
Work with the incident managers to ensure that incidents are being handled and resolved in a timely manner.
Receive, prioritize and project manage all service requests to ensure that all projects are kept in scope and on track.
Create monthly time tracking reports in order to accurately provide the division with proper invoicing.
Ensure that all corporate mandated initiatives are implemented.
Ensure that ACS standards, policies and procedures are followed and maintained.
Superior team organizer and lead, with the ability to coordinate with technical staff without micromanaging
Translator between business, technical, and sales people
Phenomenal communication skills
Able to perform well in the face of tight deadlines and tough technical and organizational challenges
Secondary Job Functions
On-call support on a 7x24 on rotation basis
Conduct root cause and develop corrective actions
Responsibility for environment security
Documenting the configuration of the systems
Documenting area handbooks
Assisting the SMEs as needed with workload and general support
Required Abilities
ESX VMware, Network Appliance, EMC, Windows Server and Workstation operating systems, MS Active Directory, Linux operating systems, Cisco switches, routers and ASAs, ISA server, SiteScope and Orion monitoring tools.
Must be well versed with enterprise grade environments, high availability architecture and ability to work in a fast paced state of the art, globally supported environment comprised of Fortune 500 customers.
Ability to work weekends
Ability to lift 50 lbs.
Ability to travel occasionally (< 10%) as needed (domestic & international)
Education Requirements
College Degree & 4+ Years Experience OR 7+ Years Experience
Certifications desired: MCSE, CCNA/CCNP, ITIL, PMP or Higher
ACS is an Equal Opportunity Employer and does not Discriminate against any applicant on the basis of race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with ACS may request such accommodations by calling or by sending an e-mail to accommodations@acs-.
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