DC Engineer Consultant

HEXAWARE•United States,

About The Position

This role involves monitoring user support request escalations, triaging, investigating, and addressing identified issues via email, phone, or the IT Service Management system. The engineer will collaborate with Kirkland attorneys and staff, and potentially outside vendors, to resolve issues and provide timely feedback to end-users. A key aspect of the role is to drive change and innovation, enhancing the infrastructure and end-user experience for functionality, supportability, reliability, and availability. The position requires documenting and communicating platform standards to other IT groups, and working with the Architecture team to contribute to the strategy for messaging and mobile technologies. Subject matter expertise and project support for the Firm’s messaging and mobile computing environment are essential. The role also includes coordinating and executing production changes, documenting implementation steps, staying current with messaging and mobile device technologies and trends, and collaborating with Security Governance and Security Operations to maintain email and mobile device security. Additionally, the engineer will work with new software technologies and learn them as needed.

Requirements

Experience monitoring user support request escalations.
Ability to triage, investigate, and address issues.
Experience working with attorneys and staff.
Experience interacting with outside vendors.
Ability to provide timely feedback to end-users.
Ability to drive change and innovation.
Ability to document and communicate platform standards.
Experience working with an Architecture team.
Subject matter expertise in messaging and mobile computing environments.
Ability to coordinate and execute production changes.
Ability to document implementation steps.
Understanding of messaging and mobile device technologies and trends.
Ability to collaborate with Security Governance and Security Operations.
Ability to work with new software technologies and learn them as needed.

Responsibilities

Monitor user support request escalations to the team by email, phone or our IT Service Management system.
Triage, investigate and address issues identified.
Work with Kirkland attorneys and staff to escalate and resolve issues, which may include direct interaction with outside vendors.
Provide timely feedback to the end user on the status of their issue or request.
Seek, and deliver on, opportunities to drive change and innovation, evolving the infrastructure and end user experience towards best-in-class from a functionality, supportability, reliability, and availability standpoint.
Document and communicate platform standards to other IT groups.
Work in conjunction with the Architecture team and provide input into the overall strategy for messaging and mobile technologies.
Provide subject matter expertise and support assistance for projects seeking to leverage the Firm’s messaging and mobile computing environment.
Coordinate and execute production changes related to operations and project activities.
Document and record implementation steps for future reference.
Understand and remain current on messaging and mobile device technologies and trends.
Collaborate with Security Governance and Security Operations to ensure email and mobile device security is maintained.
Work with new software technologies and be able to understand and learn the new technologies as needed or delegated by manager.