Section 1: Identifying Information
Senior Engineer, Software Development
L3 - Senior Professional
Supv., Software Development/Manager
Positions reporting to this position
Target team :
Section 2: Position Summary
The Engineer primary role will be to provide support for incident tickets, as well as on-call support (on a rotational basis) for systems written in C/C++, Cobol, CICS and Oracle databases running on Windows and Linux. Support includes analyzing and providing resolution of the incidents. The resolutions should be permanent in nature, as to prevent repeat of the incidents. Permanent resolution can entail the development, testing, implementation, and monitoring of system changes. The Engineer is also responsible for following the Ingram Micro chosen applications development standards and methodologies.
The Engineer efforts will be primarily in support of resolution of incident tickets.
Support of incident tickets, as well as on-call support can entail working outside of normal business hours or off shifts.
Section 3: Responsibilities, Supporting Actions & End-Results
Guidelines: List the essential responsibilities, functions and/or activities, provide the supporting actions to describe how the work will be accomplished and provide the desired end results. List the responsibilities in order of importance and the estimated percentage of time for the responsibility (no one responsibility should be greater than 60% of time or less than 10%). The most important responsibility is not necessarily the one where the most amount of time is spent.
Major Responsibility:Incident Management Support
- Analyzes and provides resolution to incident tickets individual is assigned to.
- Updates progress status of incident tickets from assignment through closure of incident.
- Participates on bridge calls for high/critical level incidents.
- Documents PBI's (Problem Incident) as needed.
- Documents SIR's (Significant Incident Reviews) for high and critical incidents.
- Provide on-call support for resolving high/critical incidents.
- Resolves incident tickets and on-call issues within stated SLA's. In doing so, provides permanent resolutions to prevent repeat of incidents.
Major Responsibility:Systems Development and Implementation
- Makes modifications to existing system applications and/or develops new applications to address system failures/issues raised via incident tickets or from processing failures.
- Prepares components of development efforts for review and production implementation. These include but not limited to:
- User/technical documentation
- Detailed test plans and test results
- Prepares changes requests (travelers and RFC's)
- Executes post implementation monitoring/support of system changes
- Develops and implements code that has minimal defects and resolves incidents, meets the business's desired requirements and is efficient in terms of processing impact and adheres to departmental systems development methodology, standard procedures and coding techniques.
Major Responsibility:Systems Analysis and Design
- Designs solutions to address incidents and business requests.
- Responsible for identifying various technical/application alternatives.
- Performs efficient and effective analysis and complete task level activities, which may include but not limited to:
- Estimates for development efforts
- Recommendations for process design changes
- Creative in delivering value and carefully researched alternatives and system solutions to address customer user issues and requests.
Section 4: Decision Making Authority Level
Guidelines: Describe the authority held by the position by listing the main decisions that the position is free to make and explain the decisions that depend on the position's advice.
Decisions free to make:
Determining resolutions to on-call issues and incident tickets.
Design & coding approach for system changes.
Analyzing business requirements to ensure fully documented requirements.
Providing estimates (for all phases - design, build, test etc.).
Explain the decisions that depend on position's advice:
Documented Problem Incidents (PBI's).
Documented Significant Incident Reviews (SIRs).
Permanent resolutions to production issues
Section 5: Scope/Dimensions
Guidelines: List the main quantitative measures that define the and scope of the position (headcount, budget, profit dollar target).
Section 6: Job Qualifications and Educational Requirement
Guidelines: Provide the education, experience, skills and competencies necessary to perform the position.
A Bachelor's Degree with an IT emphasis is required.
Minimum of 5-7 years experience needed in programming using the languages pertinent to the position.
Knowledge/experience withCOBOL, CICS, JCL, IMS, DB2 and Oracle Database programming language.
Good to have experience with Microsoft C/C++, ANSI C, Cobol and Linux/Unix Operating systems.
Familiarity of tools used in the above programing languages is required.
Ability/desire to analyze business problems and requests from one or more sources to formulate solutions of moderate to significant complexity.
Section 7: IM Competencies
Guidelines: Provide the IM Competencies necessary to perform the position.
COLLABORATION AND INFLUENCE: Interpersonal Savvy
- Able to develop rapport with others and recognize their concerns and feelings
- Build and maintain long-term associations based on trust
- Help others
COLLABORATION AND INFLUENCE: Communicates Effectively
- Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
- Able to clearly present information through the spoken or written word
- Read and interpret complex information
- Talk with business/customers or clients
- Keeps his/her manager informed of any problems, challenges, or unanticipated events affecting his/her work.
- Listens respectfully and avoids interrupting.
- Expresses ideas and suggestions in an organized and concise manner both orally and in written form.
- Solicits and readily accepts constructive feedback.
- Maintains composure when addressing a challenging situation
COLLABORATION AND INFLUENCE: Collaborates
- Possesses business knowledge or experience that can facilitate understanding of cross-functional requirements to achieve the organization's objectives
- Able to utilize such knowledge to connect the right dots and helps each business unit assume responsibility on a collaborative undertaking.
- Performs consistently regardless of environment complexity
COLLABORATION AND INFLUENCE: Builds Networks
- Able to identify key people to bring about change and understand underlying political dynamics of work
- Develop a network of contacts and target specific influential people to reach goals
- Be aware of significant contributing factors to manage change
COLLABORATION AND INFLUENCE: Persuades
- Able to convince others in both positive or negative circumstances
- Use tact when expressing ideas or opinions
- Present new ideas to authority figures
- Adapt presentations to suit a particular audience
- Responds to objections successfully
RESULTS ORIENTED: Drives Results
- Consistently achieving results, even under tough circumstances
- Has an overall achievement mindset, a bias for action, an eagerness to take initiative.
RESULTS ORIENTED: Ensures Accountability
- Taking responsibility, and owning up to commitment
- Being answerable for your actions and the actions of those you lead.
- Able to take responsibility for actions and outcomes and persist despite obstacles
- Be available around the clock in case of emergency
- Give long hours to the job if need arise on assigned tasks/projects
- Demonstrates dependability in difficult circumstances and show a sense of urgency about getting results.
RESULTS ORIENTED: Action Oriented
- Taking on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasm
TEAM LEADERSHIP: Instills Trust
- Able to be tactful, maintain confidences, and foster an ethical work environment
- Prevent inappropriate behavior by coworkers
- Give proper credit to others
- Handle all situations honestly
CHANGE AGENT: Being Resilient
- Able to maintain a solution-oriented approach while dealing with interpersonal conflict, hazardous conditions, personal rejection, or time demands
CHANGE AGENT: Manages Ambiguity
- Able to withhold actions or speech in the absence of important information
- Deal with unresolved situations, frequent change, delays, or unexpected events.
CHANGE AGENT: Self Development and Nimble Learning
- Able to stay informed of current industry trends
- Learn and apply new concepts and demonstrate career self-reliance
- Identify own areas of opportunity and set and monitor self-development goals.
CHANGE AGENT: Situational Adaptability
- Adapting approach and demeanor in real time to match the shifting demands of different situations.
- Able to remain open-minded and change opinions on the basis of new information
- Perform a wide variety of tasks and change focus quickly as demands change
- Manage transitions effectively from task to task
- Adapt to varying customer needs.
JUDGEMENT AND DECISION MAKING: Manages Complexity
- Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems
- Researches and collects appropriate data points for effective decision making.
- Readily makes recommendations and includes necessary documentation and material to support conclusions.
JUDGEMENT AND DECISION MAKING: Decision Quality
- Making good and timely decisions that keep the organization moving forward.
- Able to take action in solving problems while exhibiting judgment and a realistic understanding of issues
- Able to use reason, even when dealing with emotional topics
- Review facts and weigh options.
Section 8: Other Information
Guidelines: Indicate any information that would be helpful in understanding the nature, scope or purpose of the position, or any unusual or hazardous conditions associated with performing the position.
- Willing to work on a shifting schedule (esp., night/graveyard shift - no exceptions)
- Provide support during weekends / holidays.