Systems Architect Client Server

. Plans, leads and technically participates with enterprise-wide messaging software infrastructure implementations, upgrades and migrations on multiple platforms with diverse technologies. Identifies plans and coordinates post implementation improvements to enhance environment's performance and to provide increased functionality.

. Provides expert level support for the global messaging and collaboration production infrastructure. This includes knowledge of all of the associated hardware and software used to maintain the systems functionality across multiple platforms. Able to identify trends, create the environment needed to duplicate complex issues and to develop a solution for correcting persistent issues.

. Informs management of persistent issues. Assists less senior administrative staff with troubleshooting issues. Ensures systems are available 24 hours a day throughout the year worldwide. Acts a lead and subject matter expert on messaging and collaboration internal and cross-divisional projects that affect the global messaging and collaboration infrastructure and clients.

. Creates project and implementation plans and for ensuring project deliverables and timelines are meet. Ensures the impact of administration and support is understood and considered when implementation decisions are being made.

. Responsible for creating and maintaining documentation for new or upgraded products. Develops and presents training for the support center technicians and other IT professionals. Identifies and implements process improvements that have an impact on the messaging and collaboration environment worldwide.

. Responsible for establishing code testing criteria and execution. Proactively identifies, presents and implements ideas for admin request processing improvements that align with the goals of the business and the needs of customers worldwide. Processes complex admin requests in a timely, accurate manner in order to meet service level agreement commitments and to ensure a secure and stable environment. Trains less senior administrative staff on complex requests.

. Provides e-mail investigation/litigation services by assisting HR, Corporate Security, and Legal. Maintains confidentiality of all requests throughout the process. Provides expert level global client support by gathering all relevant information in order to isolate the issue and determine the root cause. Develops plan to address complex issues when they arise and direct others in the execution of the corrective plan. Utilizes internal and external resource and knowledge databases in order to correct the issue.

. Manages customer expectation through continuous communications during the issue resolution process. Responsible for expert level support of executives wireless messaging devices. Enters client and infrastructure problem and resolution data and change control information into the appropriate tracking system. Understands and adheres to infrastructure problem, change, and quality process requirements. Works with team to meet or exceed the department's client support service level agreements. Manages difficult customer support issues for ongoing critical issues. Ability to establish and maintain a high level of customer trust and confidence in the team's knowledge of and concern for customers' business needs. Sets expectations and manages the customer relationship throughout the troubleshooting process.

. Builds open and honest relationships with external and internal global contacts, follows through on commitments; exhibits patience, empathy and receptiveness to requests; is pleasant and courteous when interacting with customers. When solution does not fall within area of responsibility assists customer by finding the appropriate support organization.

SKILLS:

The ideal candidate will have extensive knowledge of BlackBerry Enterprise Servers and related infrastructure as well as knowledge of Microsoft server solutions, including Exchange. Lotus Domino Server support experience is a significant plus.