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Job title

IT Infrastructure Technical Lead

Company ACS Inc
Wage between $0.00 - $0.00 Annually
Location United States, Kentucky, Lexington
Employment type Full Time
Education Not Specified
Year Experience 4 - 5 Years of Practical Experience
Travel None
Published on 11/5/2009
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.
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
- 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
- MCSE/MCSA Certification 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-.df-tc

Experience/Skills
REQUIRED ABILITIES
- 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
- MCSE/MCSA Certification or Higher
 
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