Dedicated Maintenance Engineer

• Works effectively in a mixed environment and uses best practices and knowledge of internal or external business issues to improve products or services
• Uses advanced analytical skills to solve complex problems or problems that do not have routine solutions and takes a new perspective
• Shares initial ideas for professional direction of own organisational unit
• Acts as a professional advisor and mentor for staff / workteam / taskforces
• May lead technical projects with manageable risks and resource requirements or small teams
• Provides working leadership and training to less experienced personnel
• Provides expertise and delivers advanced system troubleshooting methods like system level tracing, debug, protocol flow analysis
• Identifies, reproduces and characterises defects and collaborates promptly with R&D teams for fixes
• Leads and resolves complex situations derived from technical activities such as software upgrade, audit, equipment swap, network expansion, multi-vendor issues, acceptance testing, feature testing, tailored technical support, end-to-end performance improvement, etc
• Interacts with customer for complex cases, providing workarounds, etc
• Ensures SLAs are met for escalated cases
• Leads the Root Causes Analysis (RCA) analysis and report creation
• Complies with the requirements as per the emergency process role and ensures quick recovery for issues categorised as critical outages and code red
• Supports technical activities in early product phases (releases, pilots, trials and early projects)
• Creates and approves knowledge articles (author, reviewer, approver, coach)
• Communicates internally and externally with customers, R&D and 3rd party vendors
• Creates technical documents and guidelines

• May work as a key user for care tools
• Performs system level product competence training and knowledge transfer across team

Impact

• Impact is short-term and usually departmental/project in scope.
• Accountable for quality, accuracy and efficiency of own and/or team achievements. Actions and errors can have program, project, functional impact.

Scope & Contribution

• Individual Contributor: Performs and/or coordinates day-to-day activities to meet departmental/project objectives
• Carries out root/cause analysis in more complex problems
• Can develop and implement recommendations
• Managerial/Supervisory: Direct supervisory responsibilities for people
• Typically first level (and lowest level) of solid line management
• Carries out variety of complex activities according to plan within broader area of responsibility, analyses problems
• Decision-making typically according to established solutions

Innovation

• Accepts responsibility for and demonstrates support for delegated decisions
• Requires minimum supervision
• Uses non standard approaches to resolving issues
• Suggests improvements and seeks opportunities for innovation
• Demonstrates initiative & adaptability to changing business environments
• Is willing to take on new roles or jobs appropriate to skill set in different environments and/or locations

Communication

• Works to influence others to accept job functions view/practices and agree/accept new concepts, practices, and approaches
• Requires ability to communicate with functional leadership regarding team & technical matters
• May conduct briefings with senior leaders within the job function
• May at times be required to negotiate regarding operational issues
• Has cross-cultural knowledge and global mindset

Knowledge & Experience

• Management experience / Achieved advanced skills and knowledge within a specific professional discipline involving the integration of theory and principles with organisational practices and precedents.
• Typically requires 4-6 years relevant experience and/or a graduate equivalent (or higher) degree.