Job Function: The?MPS Data?Collection?Specialist (DCS) manages?the Data Collection Infrastructure?components?that?enables?the delivery of Managed Print?Services?to our customers.
Responsible?for?the Data Collection Infrastructure?setup?during the contract implementation phase. Responsible for the Data Collection Infrastructure?availability and?performance during the?MPS?contract?execution phase. Consulted by the Customer Focused Team at various moments in the steady state of the MPS contract. Works closely with the customer facing teams?–?MPS?Services?Operations, GEO TOMs?and Worldwide Technical Operations. Executes standard processes?as defined and communicated by?Worldwide Technical Operations. Contributes to and helps improve the Worldwide Best Practices in Technical Operations acting as Primary Point of Contact for accounts in steady state. Roles, Responsibilities, and Authority: To implement Back and Front Office Infrastructure: Implement?the?Data?Collection?Infrastructure?solution?as?designed?by the Geo Technical Operations Manager. Ensure that?the proper?Secure Customer Connection (SCC) components?are?in place?and ready for use. To maintain?and monitor?the Back and Front Office Infrastructure: Monitor,?maintain, troubleshoot?and administer?the Data Collection Infrastructure by ensuring that all?the?required?customer data?is?received. This includes but not limited to: On-going monitoring and regular exception handling for all data elements needed to deliver Lexmark managed services. Examples would include ensuring that the data collection environment is collecting required page counts and device alerts to support regular customer billing and proactive services such as Consumables Management. Support these processes from a L1-L2?perspective, escalating to WW and/or geo teams as needed according to process. Serve as L1-L2?support for the underlying system infrastructure used in the day-to-day delivery of data collection services. Serve as the?front-line?triage and restoration team for the infrastructure, escalating to the WW SME's and/or Lexmark IT as required. To?identify?opportunities for?changes?and improvements?within the Data Collection Infrastructure?area: Because the?DCS?is responsible of the Steady State activities execution, we are expecting the following to happen: Identify opportunities for improvements Identify?and report negative?trends and recurring?anomalies?to WWTO. Articulate benefits and suggest action plan?to WWTO for review. Manage transformation projects?per WWTO?guidance. Key deliverables & Metrics: Data collection infrastructure uptime. Number of LDCM instances, accounts and assets under control. Operational metrics, incl. number of tickets processed /?resolved,?and time spent to resolve. Education & Experience: Bachelor/Master's?Degree in Information Technology 1?to?3?years?experience?with: Networks Systems Printer is an?advantage. 1?to?3?years experience?and demonstrated success in a?customer facing?role. Competencies and Skills: General (transversal) competencies: Excellent oral and written communication skills Intermediate to Advanced skills using standard office productivity tools (Microsoft Office Suite including Visio) Successful candidates will have demonstrable experience working in a small team environment with a minimum of direct day-to-day direction Professional competencies: Computer Science or related field Knowledge with the TCP/IP protocol stack Advanced networking skills (VPN, routing, proxy, firewalls, SNMP, NPAP,?mDNS) Some awareness / experience with Structured Query Language (SQL) Knowledge of scripting languages (PowerShell, JavaScript, VBScript, Perl, Python, Ruby) and/or experience Experience with virtualization technologies Skills in analyzing technical situations (MCSE, MCSD or like) An ideal candidate will have the following technical experience?(advantage): At least?three?years?experience?managing Microsoft Windows Server environments including Server 2016 and Server 2020 At least?three?years experience?with virtualization platforms including VMWare ESX Server and Microsoft Virtual Server At least?three?years?experience?with database platforms including Oracle and Microsoft SQL Server At least?three?years?experience?with remote network configuration and monitoring of printer/MFP hardware At least?three?years?experience?working in a global/worldwide organization. At least?three?years supporting a n-tier application in a global, operational environment. Significant experience with cryptography and security architecture, especially in distributed application environments Personal characteristics Critical thinker?with?strong?problem-solving skills. Excellent decision-making skills and a customer focused mindset. Focus?on accuracy and attention to detail. Completes tasks effectively, efficiently and within the expected timelines. Process oriented?and?can work?with minimal supervision. Effective verbal and?written?communication skills. Good interpersonal and collaborative skills. Maintain strong and effective working relationships with people across different organizations. Willing to?work?in?any?shift.
