Engineer Position Description February 9, 2015
Engineer Position Description February 9 2015 Page i Table of Contents General Characteristics... 1 Career Path... 2 Explanation of Proficiency Level Definitions... 8 Summary Proficiency Matrix... 9 Proficiency Matrix... 10
Engineer Position Description February 9 2015 Page 1 General Characteristics Individuals within the Engineer role are responsible for the design, installation, configuration, and maintenance of Software Defined Network (SDN) infrastructure. Primary responsibilities will include the design and build of network infrastructure components and integrating technologies from various virtualized server and storage vendors. They participate in capacity planning, support the creation and the maintenance of network disaster recovery plans and monitor all network performance activities. They also screen the network for attempted intrusions as well as design and implement appropriate network security measures and procedures. Engineers are responsible for the implementation and maintenance of network services software and the analysis of network performance. They are routinely involved with the configuration and maintenance of physical and logical network components. They also provide support for network issues that come through the IS&T Service Desk. Senior professionals in this role are additionally involved with planning and designing the network infrastructure and enterprise network solutions. They create innovative strategies and solutions for sustainable outcomes. Individuals act as project team members or leaders, depending on the scope of the project. They demonstrate a high level of knowledge surrounding general data networks and display strong troubleshooting skills. They are also skilled in the use of network diagnostic tools and software aids for the investigation of network problems. They must keep abreast of new technologies and may identify and implement new technologies and processes that improve the reliability, efficiency, and availability of the communications environment.
Engineer Position Description February 9 2015 Page 2 Career Path The following section is intended to serve as a general guideline for each relative dimension of project complexity, responsibility and education/experience within this role. This table is not intended for use as a checklist to facilitate promotions or to define specific responsibilities as outlined in a job description. Actual responsibilities and experiences may vary. Dimension Title Engineer I Engineer II Engineer III Work Complexity Works on projects/systems/issues of small to medium complexity. Provides operations support and maintenance for network systems as a team member. Works on projects/systems/issues of medium to high complexity. Provides operations support, maintenance and administration for network systems as a team member, sometimes as a crossfunctional team lead. Works on enterprise-wide projects/systems/issues of high complexity. Provides operations support, maintenance and administration for network systems as a crossfunctional team lead. Typical Responsibilities Strategy Assists in recommending the direction for LAN/WAN, internet, wireless, and remote access services. Designates direction for LAN/WAN, internet, wireless, and remote access services. Strategizes, designs and manages the operation of the platform. Project Planning Participates in short-term planning to meet requirements. Participates in short- and longterm planning to meet requirements. Conducts short- and long-term planning to meet requirements. Reviews network schematics, diagrams, and other program documentation to assist with development and preparation of cost estimates. Provides integrated systems planning and recommends new or different technologies that will enhance current systems and support overall business goals.
Engineer Position Description February 9 2015 Page 3 Design and Development Title Engineer I Engineer II Engineer III Works with IT teams to gather requirements. Analyzes and documents requirements. Determines requirements impact on existing architecture, work processes, and systems. Assists in determining infrastructure systems specifications, input/output processes and working parameters for hardware/software compatibility. Participates in technical design review of applicable solutions. Configures, tests, automates, integrates, models, and analyzes the SDN infrastructure within the IT ecosystem. Maintains thorough network documentation. Works with IT teams to gather requirements. Creates and collaborates with cross functional teams to produce build design documents that can be implemented. Determines requirements impact on existing architecture, work processes, and systems. Designs SDN components into the environment. May collaborate with other teams to perform network security design. Communicates/reviews requirements, designs, and integration for solutions. Explains to non-smes how the proposed solution will support their requirements. Configures, tests, automates, integrates, models, analyzes, and, where possible, validates the SDN infrastructure within the IT ecosystem. Maintains thorough network documentation. Works with IT teams to gather requirements. Leads, creates, and collaborates with cross functional teams to produce build design documents that can be implemented. Determines requirements impact on existing architecture, work processes, and systems. Designs and supports internetwork analysis including the physical and logical configuration documentation, and traffic management. Designs SDN components into the environment. Performs network security design. Oversees and ensures proper communication and reviews of requirements, designs and integration for solutions are performed. Explains to non-smes how the proposed solution will support their requirements. Configures, tests, automates, integrates, models, analyzes, and, where possible, validates the SDN infrastructure within the IT ecosystem. Develops and maintains a comprehensive database/library of all supporting documentation.
Engineer Position Description February 9 2015 Page 4 Deployment Performance Title Engineer I Engineer II Engineer III Security Customer Support Deploys and reviews new, modified, or enhanced system hardware and software components or services. Ensures deployment meets client expectations. May coordinate activities. Monitors network activity and logs problems. Reviews facility bandwidth requirements and system interdependencies. Assists in the development of capacity planning models and load-balancing/redundancy solutions. Performs adjustments as needed. Implements IS&T security procedures. Provides support for connectivity or related network issues for the user community. Provides documentation, training, and guidance for computing system clients and programmers. Coordinates and leads the deployment and review of new, modified, or enhanced system hardware and software components or services. Assesses network performance to ensure that it meets the present and future needs. Analyzes network activity and problems to discover and prevent systematic errors. Analyzes facility bandwidth requirements and system interdependencies. Recommends enhancements to improve systems availability and performance. Develops capacity planning models and loadbalancing/redundancy solutions. Performs adjustments as needed. Implements IS&T security procedures. Provides support for connectivity or related network issues for the user community. Provides documentation, training, and guidance for computing system clients and programmers. Certifies the functionality of components and services and ensures deployment meets client's expectations. Drives and oversees the implementation of solutions. Assesses network performance to ensure that it meets the present and future needs. Analyzes network activity and network problems to discover and prevent systematic errors. Analyzes facility bandwidth requirements and system interdependencies. Recommends enhancements to improve systems availability and performance to senior management. Develops capacity planning models and loadbalancing/redundancy solutions. Performs adjustments as needed. Implements IS&T security procedures. Ensures security procedures are applied. Provides support for connectivity or related network issues for the user community. Provides documentation, training, and guidance for computing system clients and programmers.
Engineer Position Description February 9 2015 Page 5 Title Engineer I Engineer II Engineer III Provides responsive support for problems found during normal working hours as well as outside normal working hours. Provides responsive support for problems found during normal working hours as well as outside normal working hours. Provides responsive support for problems found during normal working hours as well as outside normal working hours. Production Support May provide Level 3 support. Troubleshoots, diagnoses, and resolves problems. Documents problems and resolutions for future reference. Provides Level 3 support. Troubleshoots, diagnoses, and resolves problems. Documents problems and resolutions for future reference. Provides Level 3 support. Troubleshoots, diagnoses, and resolves problems. Documents problems and resolutions for future reference. Resolves and consults on the most complex issues, especially dealing with zero outage. Business Continuity Leads site specific disaster recovery plans. Assists in the development of a comprehensive disaster recovery plan. Assists in the development of disaster recovery plans with service providers and network carriers. Designs and assists in the development of a comprehensive disaster recovery plan. Assists in the development of disaster recovery plans with service providers and network carriers. Ensures disaster recovery plan testing activities are performed and technical criteria are met. Ensures readiness of enterprisewide network plans. Vendor Management Works with vendors to resolve network problems. Monitors services provided by vendors to ensure service levels meet requirements. Evaluates vendor solutions to ensure compliance with requirements and costeffectiveness. Notifies management when Works with vendors to resolve network problems. Assists in negotiation efforts for contracts with external vendors. Ensures that external parties are adhering to contract requirements. Evaluates vendor solutions to ensure compliance with Works with vendors to resolve network problems. Assists in negotiation efforts for contracts with external vendors. Ensures that external parties are adhering to contract requirements. Evaluates services provided by vendors and recommends changes. Evaluates vendor solutions to
Engineer Position Description February 9 2015 Page 6 Title Engineer I Engineer II Engineer III contract requirements are not being met. May resolve invoice discrepancies. requirements and costeffectiveness. Notifies management when contract requirements are not being met. Reviews all invoices and resolves discrepancies ensure compliance with requirements and costeffectiveness. Policies, Processes and Standards Adheres to policies, processes and standards. Adheres to policies, processes and standards. Ensures policies, processes, and standards are adhered to. Identifies and documents design best practices for adoption. Research/Evaluation Conducts technical research on network upgrades and components to determine feasibility, cost, time required, and compatibility with current system. Conducts technical research on network upgrades and components to determine feasibility, cost, time required, and compatibility with current system. Studies vendor products to determine those which best meet organization needs and makes recommendations. Conducts technical research on network upgrades and components to determine feasibility, cost, time required, and compatibility with current system. Studies vendor products to determine those which best meet organization needs and makes recommendations. Presents information to management resulting in purchase, and installation of equipment. Coaching/Mentoring Provides training and technical guidance to team members. Provides training and technical guidance to team members.
Engineer Position Description February 9 2015 Page 7 Typical Education/ Experience Title Engineer I Engineer II Engineer III Bachelor s degree or technical institute degree/certificate in Computer Science, Information Systems, or other related field. Or equivalent work experience. Typically requires 3-5 years of relevant IT work experience. Understanding in SDN technology. Bachelor s degree or technical institute degree/certificate in Computer Science, Information Systems, or other related field. Or equivalent work experience. Typically requires 5-7 years of relevant networking work experience. Experience in the network solutions and application development area for 3 to 5 years. Experience with a wide variety of networking technologies required. Bachelor s degree in related Computer Science, Information Systems, or other related field. Or equivalent work experience. Typically requires 7-10 years of relevant networking work experience. Strong experience with a wide variety of networking technologies required. Demonstrated expertise in the design and implementation of enterprise network solutions. Ability to synthesize from the big-picture into implementation.
Engineer Position Description February 9 2015 Page 8 Explanation of Proficiency Level Definitions Proficiency scale definitions are provided to help determine an individual s proficiency level in a specific competency. The rating scale below was created as a foundation for the development of proficiency level definitions used for assessments. Being Developed: (BD) Basic: (B) Intermediate: (I) Advanced: (A) Expert: (E) Demonstrates minimal use of this competency; limited knowledge of subject matter area; needs frequent assistance and close supervision for direction. Currently developing competency. Demonstrates limited use of this competency; basic familiarity of subject matter area; needs additional training to apply without assistance or with frequent supervision. Demonstrates working or functional proficiency level sufficient to apply this competency effectively without assistance and with minimal supervision; working/functional knowledge of subject matter area. Demonstrates in-depth proficiency level sufficient to assist, consult to, or lead others in the application of this competency; in-depth knowledge in subject matter area. Demonstrates broad, in-depth proficiency sufficient to be recognized as an authority or master performer in the applications of this competency; recognized authority/expert in subject matter area.
Engineer Position Description February 9 2015 Page 9 Summary Proficiency Matrix The chart provides a summary of proficiency ratings. Title Engineer I Engineer II Engineer III Competencies Analytical Thinking: Able to breakdown raw information and undefined problems into specific, workable components that in-turn clearly identifies the issues at hand. Makes logical conclusions, anticipates obstacles and considers different approaches that are relevant to the decision making process. Communications for Results: Expresses technical and business concepts, ideas, feelings, opinions, and conclusions orally and in writing. Listens attentively and reinforces words through empathetic body language and tone. Innovation: Improves organizational performance though the application of original thinking to existing and emerging methods, processes, products and services. Employs sound judgment in determining how innovations will be deployed to produce return on investment. Problem Solving: Anticipates, identifies and defines problems. Seeks root causes. Develops and implements practical and timely solutions. Service Provider Assessment & Evaluation: Analyzes and evaluates business need, product capabilities, and cost benefit required for assessing and evaluating external service providers and their products. Understands service provider history, market position, future product plans, and strategies. Strategic Thinking: Examines issues and creates plans with a long-term perspective. Generates ideas and critically evaluates future scenarios. Applies external and internal factors to strategy development. Considers long term strategic impact when making decisions or setting direction. Ensures that short-term goals support long-term strategy. Teamwork: Collaborates with other members of formal and informal groups in the pursuit of common missions, vision, values and mutual goals. Places team needs and priorities above personal needs. Involves others in making decisions that affect them. Draws on the strengths of colleagues and gives credit to others' contributions and achievements. Vendor & Alliance Management: Creates relationships with vendor and/or alliance partners to ensure smooth workflow and meet external and internal client needs. Sets standards and monitors for improvements in shared accountabilities and capabilities. B I A B I A B I A B I A B I A B I A B I A B I A
Engineer Position Description February 9 2015 Page 10 Proficiency Matrix The following charts illustrate proficiency levels for each competency. Title Engineer I Engineer II Engineer III Competencies Analytical Thinking: Able to breakdown raw information and undefined problems into specific, workable components that in-turn clearly identifies the issues at hand. Makes logical conclusions, anticipates obstacles and considers different approaches that are relevant to the decision making process. Being Developed (BD): Gathers and links data. Reviews for non-conformity and gathers further information in response to routine problems. Identifies direct cause and effect relationships. Breaks down tasks and problems into manageable components. Solicits guidance as needed to assess importance and urgency. Escalates issues of a non-routine nature as needed. Basic (B): Collates and reports information. Solicits guidance to define criteria and assign values of importance and urgency. Sorts information in order of importance. Investigates to define problems more accurately. Identifies trends and exceptions. Identifies relationships and linkages between components. Identifies variable potential causes and effects. Escalates issues of an exceptional nature. Intermediate (I): Coordinates the information gathering and reporting process. Reviews trends and compares to expectations. Conducts research to define problems and prepares responses to anticipated questions. Prioritizes multiple issues and opportunities. Identifies relationships and linkages within several information sources. Anticipates issues that are not readily apparent on the surface. Identifies root causes and effects. Defines priorities within performance objectives. Reports and identifies areas that need guidance in order to resolve complex issues. Anticipates the possible outcome of potential solutions. Advanced (A): Determines criteria for assessing issues and opportunities. Establishes clear goals and priorities needed to assess performance. Identifies relationships and linkages between different information sources. Anticipates issues that are not readily apparent on the surface. Identifies root causes and effects. Establishes clear goals and priorities. Anticipates potential problems and develops solutions needed to resolve them. Systemically analyzes relationships between apparently independent problems and issues. Reviews and crossreviews reports. Identifies trends as well as isolated events. Translates analytical reports into management presentations, and provides guidance to resolve issues. Anticipates the possible outcome of potential solutions. Identifies areas of significant concern or opportunity. Probes and initiates research to identify critical problems.
Engineer Position Description February 9 2015 Page 11 Title Engineer I Engineer II Engineer III Competencies Expert (E): Establishes strategic goals and enterprise-wide priorities. Uses techniques of advanced business and organizational analysis to identify and assess problem definitions and potential solutions, and compares and contrasts them against predetermined criteria. Creates framework for reviewing large volumes of unorganized data. Probes for and points to subtle and unclear relationships in highly complex matters and evaluates the merit of problem definitions and potential solutions. Anticipates the possible outcome of potential solutions. Systemically identifies and resolves complex enterprise-wide issues, while educating senior leaders as to their solution.
Engineer Position Description February 9 2015 Page 12 Title Engineer I Engineer II Engineer III Competencies Communications for Results: Expresses technical and business concepts, ideas, feelings, opinions, and conclusions orally and in writing. Listens attentively and reinforces words through empathetic body language and tone. Being Developed (BD): Speaks and writes to peers in ways that support transactional activities. Shares information and asks questions prior to taking action. Basic (B): Converses with and writes to peers in ways that support transactional and administrative activities. Seeks and shares information and opinions. Explains the immediate context of the situation, asks questions with follow-ups, and solicits advice prior to taking action. Intermediate (I): Conducts discussions with and writes memoranda to all levels of colleagues and peer groups in ways that support troubleshooting and problem solving. Seeks and shares relevant information, opinions, and judgments. Handles conflict empathetically. Explains the context of inter-related situations, asks probing questions, and solicits multiple sources of advice prior to taking action. Advanced (A): Converses with, writes reports and creates/delivers presentations to all levels of colleagues and peer groups in ways that support problem solving and planning. Seeks a consensus with business partners. Debates opinions, tests understanding and clarifies judgments. Brings conflict into the open empathetically. Explains the context of multiple inter-related situations, asks searching, probing questions, and solicits expert advice prior to taking action and making recommendations. Expert (E): Converses with, writes strategic documents and creates/delivers presentations to internal business leaders and as well as external groups. Leads discussions with senior leaders and external partners in ways that support strategic planning and decision-making. Seeks a consensus with business leaders. Debates opinions, tests understanding and clarifies judgments. Identifies underlying differences and resolves conflict openly and empathetically. Explains the context of multiple, complex inter-related situations. Asks searching, probing questions, plays devil's advocate, and solicits authoritative perspectives and advice prior to approving plans and recommendations.
Engineer Position Description February 9 2015 Page 13 Title Engineer I Engineer II Engineer III Competencies Innovation: Improves organizational performance though the application of original thinking to existing and emerging methods, processes, products and services. Employs sound judgment in determining how innovations will be deployed to produce return on investment. Being Developed (BD): Participates in problem-solving discussions and suggests ideas as opportunities arise. Accepts that new ways of doing things can improve individual and team results. Basic (B): Reacts open-mindedly to new perspectives or ideas. Considers different or unusual solutions when appropriate. Identifies opportunities for innovation and offers new ideas. Takes the initiative to experiment. Intermediate (I): Shares new ideas and consistently demonstrates openness to the opinions and views of others. Identifies new and different patterns, trends, and opportunities. Generates solutions that build upon, adapt, and go beyond tradition and status quo. Targets important areas for innovation and develops solutions that address meaningful work issues. Seeks to involve other stakeholders in developing solutions to problems. Takes calculated risks. Advanced (A): Challenges conventional thinking and traditional ways of operating and invites stakeholders to identify issues and opportunities. Helps others overcome resistance to change. Seeks out opportunities to improve, streamline, reinvent work processes. Explores numerous potential solutions and evaluates each before accepting any, as time permits. Maintains balance between innovation and pragmatism when determining the practical application of new ideas. Makes lots of proposals, builds on others ideas. Sees opportunities, openminded. Develops new products or services, methods or approaches. Develops better, faster, or less expensive ways to do things. Fosters a non-judgmental environment that stimulates creativity. Expert (E): Thinks expansively by combining ideas in unique ways or making connections between disparate ideas. Devises unusual or radically different approaches to deliver value added solutions. Analyzes previously used concepts, processes or trends and devises new efficiencies not obvious by others. Directs creativity toward effective implementation of solutions. Creates a work environment that encourages creative thinking and innovation. Sponsors the development of new products, services, methods, or procedures. Exhibits creativity and innovation when contributing to organizational and individual objectives. Employs sound judgment when selecting among various creative ideas for implementation.
Engineer Position Description February 9 2015 Page 14 Title Engineer I Engineer II Engineer III Competencies Service Provider Assessment & Evaluation: Analyzes and evaluates business need, product capabilities, and cost benefit required for assessing and evaluating external service providers and their products. Understands service provider history, market position, future product plans, and strategies. Being Developed (BD): Gathers and records data on specified vendors' services and products against defined requirements. Basic (B): Assesses and compares service providers and their products in meeting defined requirements. Documents findings in a report that articulates the challenges and opportunities of each option. Intermediate (I): Evaluates internal provider solutions against proposed external solutions. Researches and analyzes best in class vendors and identifies vendors and products that support the business strategy. Articulates options and makes a recommendation for the best match between service/product and business requirements. Proposes performance criteria and standards to meet business needs (quality, cost and responsiveness). Advanced (A): Leads the evaluation and selection process for external service providers. Researches and analyzes industry standards and trends for services providers and their products. Evaluates business requirements against service provider/product options. Understands and articulates the impact on business results as services and products emerge in the industry. Reviews performance trends for ongoing service/product improvements. Solicits business feedback on how solutions met business needs and recommends appropriate action, if required. Expert (E): Develops the rationale for using, or not using, external vendors for particular projects or functions. Sponsors the strategy for use of vendors and products to support and improve the efficiency and effectiveness of business processes. Reviews performance trends against best standards, business partner feedback, and business strategy and objectives. Validates that the requirements for services and products are met and approves the choice of vendor and/or alliance partners for large-scale projects, core functions and enterprise-wide initiatives. Assesses opportunities for consolidation and integration of solutions. Negotiates major enhancements to products and services provided by vendors as necessary in order to meet enterprise needs.
Engineer Position Description February 9 2015 Page 15 Title Engineer I Engineer II Engineer III Competencies Strategic Thinking: Examines issues and creates plans with a long-term perspective. Generates ideas and critically evaluates future scenarios. Applies external and internal factors to strategy development. Considers long term strategic impact when making decisions or setting direction. Ensures that short-term goals support long-term strategy. Being Developed (BD): Resolves routine issues related to strategy implementation. Escalates issues identified as impacting the client or strategic initiatives. Articulates the case for strategic initiatives. Compiles and reports trend data. Basic (B): Resolves day-to-day issues related to strategy implementation. Escalates issues that impact the client and/or strategic initiatives. Checks for the commitment of local stakeholders involved in implementation. Contributes to the testing of hypotheses. Tracks trend data. Applies creativity and critical analysis in gaining interest for the application of new approaches. Intermediate (I): Compares and contrasts ways of achieving a prescribed strategy. Identifies and agrees critical strategic requirements and issues with clients, supervisors, and peers. Contributes to the development and testing of hypotheses. Creates components for potential scenarios. Tracks and reviews trend data. Applies creativity and critical analysis in creating commitment among peers for new approaches. Resolves day-to-day issues related to strategy implementation. Escalates issues identified as impacting the client and/or strategic initiatives. Checks for the commitment of stakeholders involved in implementation. Advanced (A): Takes a systems perspective that inter-relates internal and external factors for planning. Envisions, compares and contrasts multiple potential medium range operational futures. Partners with business peers in defining strategic initiatives for a particular business area. Identifies planning assumptions. Contributes to the development, research and testing of hypotheses. Creates and explores potential scenarios. Identifies trends. Applies creativity and critical analysis in creating functional commitment for new objectives. Resolves issues related to strategy implementation. Expert (E): Takes a holistic systems perspective. Envisions, compares and contrasts multiple potential long-range enterprise-wide futures. Empathizes with multiple points of view. Challenges planning assumptions. Develops, researches and tests hypotheses. Facilitates the creation and exploration of scenarios. Identifies trends and inconsistencies. Applies creativity and critical analysis in designing and creating organizational commitment for new objectives. Approves, sponsors and spearheads the implementation of strategic initiatives, securing the support of senior management.
Engineer Position Description February 9 2015 Page 16 Title Engineer I Engineer II Engineer III Competencies Teamwork: Collaborates with other members of formal and informal groups in the pursuit of common missions, vision, values and mutual goals. Places team needs and priorities above personal needs. Involves others in making decisions that affect them. Draws on the strengths of colleagues and gives credit to others' contributions and achievements. Being Developed (BD): Participates willingly by supporting team decisions, assisting other team members, and doing his/her share of the work to meet goals and deadlines. Informs other team members about client-related decisions, group processes, individual actions, or influencing events. Shares all relevant and useful information. Basic (B): Takes initiative to actively participate in team interactions. Without waiting to be asked, constructively expresses own point of view or concerns, even when it may be unpopular. Ensures that the limited time available for collaboration adds significant customer value and business results. Intermediate (I): Actively solicits ideas and opinions from others to quickly accomplish specific objectives targeted at defined business outcomes. Openly encourages other team members to voice their ideas and concerns. Shows respect for differences and diversity, and disagrees without personalizing issues. Utilizes strengths of team members to achieve optimal performance. Advanced (A): Consistently fosters collaboration and respect among team members by addressing elements of the group process that impedes, or could impede, the group from reaching its goal. Engages the right people, despite location or functional specialty, in the team by matching individual capabilities and skills to the team s goals. Works with a wide range of teams and readily shares lessons learned. Expert (E): Identifies and improves communication to bring conflict within the team into the open and facilitate resolution. Openly shares credit for team accomplishment. Monitors individual and team effectiveness and recommends improvement to facilitate collaboration. Considered a role model as a team player. Demonstrates high level of enthusiasm and commitment to team goals under difficult or adverse situations; encourages others to respond similarly. Strongly influences team strategy and processes.
Engineer Position Description February 9 2015 Page 17 Title Engineer I Engineer II Engineer III Competencies Vendor & Alliance Management: Creates relationships with vendor and/or alliance partners to ensure smooth workflow and meet external and internal client needs. Sets standards and monitors for improvements in shared accountabilities and capabilities. Being Developed (BD): Follows defined procedures when working with vendor and/or alliance partners. Escalates questions and problems to the appropriate contacts. Follows through and ensures planned action steps are taken. Basic (B): Follows procedures for working with vendor and/or alliance partners and resolves day-to-day problems within defined guidelines. Maintains ongoing dialogue with partners. Suggests improvements in workflows and handoffs between vendor and/or alliance partners and own organization. Escalates non-routine questions and problems. Intermediate (I): Coordinates effective workflows and processes with one or more vendor and/or alliance partners. Resolves routine and non-routine conflicts and performance issues. Tracks and reports on service satisfaction levels. Escalates operational failures as well as adverse trends in operational performance. Advanced (A): Works with vendor and/or alliance partners to identify strategic opportunities and define solutions to meet the needs of multiple stakeholders. Develops and manages contractual and service level agreements with one or more partners. Reviews performance trends against service level agreements and coordinates governance processes. Resolves escalated issues and conflict. Expert (E): Directs, and sets terms and expectations for the provision of products/services from multiple, integrated vendor and/or alliance partners. Leads the evaluation and selection process for significant partnerships. Defines the criteria for and approves the choice of vendor and/or alliance partners for large-scale projects, core functions and enterprise-wide initiatives.
Engineer Position Description February 9 2015 Page 18 Any questions regarding this Report should be addressed to: Diana Hughes Director of HR and Administration Information Systems and Technology Massachusetts Institute of Technology (617) 253-6205 dhughes@mit.edu