A.1 Account Manager
A.2 Oracle System Administrator (OSA)
A.3 System Administrator (SA)
A.4 Database Administrator (DBA)
A.5 Network Specialist (NS)
A.6 Operational Manager (Ops Mgr)
A.7 Customer Services Manager (CS Mgr)
A relevant BS degree. A masters degree is preferred. As an alternative to a masters, candidates with previous experience in IT may also qualify.
Generally, 10 “15
Approximately 10 years of job experience to date, including some involvement with service delivery in manufacturing and/or ISC.
Has demonstrated success as the leader of a technical staff engaged in at least one area of service delivery. Demonstrates competence in staff leadership and project leadership
Possesses up-to-date knowledge of hardware and software. Can describe all aspects of the operational and developmental environments within the organization.
Takes responsibility for a team or
operating and maintaining significant computer and communications networks
designing procedures for maintaining
developing, testing, installing, and maintaining operational or developmental environments
providing user services, support, and guidance in an operational, departmental, or personal computing environment
conducting research and development work to increase and improve IT facilities and services
Accurately forecasts future requirements for service delivery resources, including staff, equipment, services, funds, and time. Ensures that assigned resources are properly utilized and accounted for and that up-to-date information on the use of resources is
Directs subordinate staff and fosters positive attitudes among staff on quality and safety to ensure that delivered service meets agreed service levels. Monitors and
Selects and applies appropriate planning tools to accurately estimate and plan the work of teams or project groups within agreed policies. Produces work plans according to required standards. Works with colleagues to produce/recommend/develop long-
Conducts technical interviews and individual assessments for the recruitment and selection of IT staff. Manages the training and development of staff
Maintains knowledge of hardware, software, organizational policies, and organizational management structures and uses this knowledge to
Writes and speaks fluently on all aspects of work. Communicates effectively with users/customers, colleagues 2 “3 levels up/down and across a range of disciplines, and all levels of management. Directly negotiates with and functions as a liaison between
Develops and plans IT costs and accepts full accountability for all customers' IT, including annual planning processes for telecom, compute, infrastructure, new applications development and deployment, and applications support.
Acts professionally at all times and encourages professional standards among subordinate staff.
Obtains continuing training in those management skills needed to accept further responsibility for activities within service delivery. Particular emphasis should be placed on planning skills, risk management, safety-related issues, change control, financial management, and staff selection.
Maintains up-to-date knowledge of all aspects of IT that impacts the operational and developmental environments, particularly those aspects assisting productivity and service quality.
Obtains broad management and business training in those skill areas needed to function effectively in the environment of senior management.
Successfully completes trial experiences that involve those skills of higher competency required at the