Job Description Template - IT v1 Aaron

Example 1
Job Title
Software Engineer I
Career Level
IC 10
Under direct supervision, performs coding, testing, and
debugging new software or existing software for
customers.
Major Job
Responsibilities
Writes programs according to specifications from higher

level staff or business analysts.
Makes suggestions for problem solutions or software
enhancements.
May use CASE tools.
May assist in development of user manuals.
Education &
Experience
Typically requires a Bachelor's Degree and 0 - 2 years

experience or 5 + years of related experience.
Related
Business/Technical
Knowledge, Skills,
Abilities (KSAs), IT
Training and
Certifications
Knowledge of .....
Ability to ....
Skill to
IT Training and Certifications
Analytical skills
Core Competencies Communication skills
Problem Solving skills
Scope
Learns to use professional concepts. Applies company

policies and procedures to resolve routine issues
Works on problems of limited scope.

Job Complexity
Follows standard practices and procedures in analyzing

situations or data from which answers can be readily
obtained.
Builds stable working relationships internally
Supervision
Independence of
Action
Normally receives detailed instructions on all work.
Michael Fernandez
Cloud Aplications Administrator I

IC 10
Typically requires a Bachelor's degree and no previous professional

experience; OR 4+ years of related experience
Learns to use professional concepts. Applies company policies and

procedures to resolve routine issues
Works on problems of limited scope. Follows standard practices and

procedures in analyzing situations or data from which answers can be
readily obtained. Builds stable working relationships internally
Michael Fernandez
Cloud Applications Administrator II

IC 9
Typically requires a Bachelors degree and a 2 - 4 years of related

experience; or an advanced degree without experience; OR 5+ years of
related work experience.
Developing professional expertise, applies company policies and

procedures to resolve a variety of issues
Works on problems of moderate scope where analysis of situations or data

requires a review of a variety of factors. Exercises judgment within defined
procedures and practices to determine appropriate action. Builds
productive internal/external working relationships
Normally receives general instructions on routine work, detailed

instructions on new projects or assignments
Ranie
Sr. Manager - Cloud Applications

M6
Typically requires a minimum of 12 years of related experience with a

Bachelors degree; or 8 years and a Masters degree; or a PhD with 5 years
experience
Experienced professional responsible for leading and motivating multiple

teams/sub processes. Provides guidance to subordinates within the
latitude of established company policies
Works on issues of diverse scope where analysis of situation or data

requires evaluation of a variety of factors, including an understanding of
current business trends. Follows processes and operational policies in
selecting methods and techniques for obtaining solutions. Acts as advisor
to subordinate(s) to meet schedules and/or resolve technical problems.
Develops and administers schedules, performance requirements; may have
budget responsibilities
Manages, perhaps through subordinate supervisors, the coordination of the

activities of a section or department with responsibility for results,
including costs, methods and staffing. In some instances this manager may
be responsible for a functional area and not have any subordinate
employees
Example 1
Job Title
Software Engineer I
Career Level
IC 10

customers.
Major Job
Responsibilities

enhancements.
May use CASE tools.
Education & Experience

Related
Business/Technical
Knowledge, Skills,
Training and
Certifications
Core Competencies
Analytical skills
Communication skills
Knowledge of .....
Ability to ....
Skill to
Scope


Job Complexity

obtained.
Supervision
Independence of Action
Rick
Data Center Technician I

IC 12
Typically requires a minimum of 0 - 2 years of related

experience.
Applies acquired job skills and company policies and

procedures to complete assigned tasks.
Works on assignments that are semi-routine in nature

but recognizes the need for occasional deviation from
accepted practice.
Normally follows established procedures on routine

work, requires instructions only on new assignments.
Rick
Data Center Team Lead

IC 11

experience.
Has substantial understanding of the job and applies to

knowledge and skills to complete a wide range of tasks
Works on assignments that are moderately difficult,

requiring judgment in resolving issues or in making
recommendations.
Normally receives little instruction on daily work,

general instructions on newly introduced assignments.
Vish
Manager I - Data Center Services

M8
Typically requires 5+ years of related experience with a

Bachelors degree; or 3 years and a Masters degree; or
a PhD without experience
Entry level professional in a Managemet role.

Receives assignments in the form of objectives with
goals and the process by which to meet goals. Provides
direction to employees according to established policies
and management guidance. Administers company
policies that directly affect subordinate employees.
Recommends changes to unit or sub-unit policies.
Management reviews work to measure meeting of
objectives.
Works on problems of diverse scope where analysis of

data requires evaluation of identifiable factors.
Demonstrates good judgment in selecting methods and
techniques for obtaining solutions.
Manages professional individual contributors and/or

skilled, support individual contributors (e.g.,
technicians, designers, support personnel). Acts as
advisor to unit or sub-units and may become actively
involved, as required, to meet schedules and resolve
problems. In some instances this manager may be
responsible for a functional area and not have any
subordinate employees
Vlad
Sr. Manager - Data Center Services

M6
Typically requires a minimum of 12 years of related

experience with a Bachelors degree; or 8 years and a
Masters degree; or a PhD with 5 years experience
Experienced professional responsible for leading and

motivating multiple teams/sub processes. Provides
guidance to subordinates within the latitude of
established company policies
Works on issues of diverse scope where analysis of

situation or data requires evaluation of a variety of
factors, including an understanding of current business
trends. Follows processes and operational policies in
selecting methods and techniques for obtaining
solutions. Acts as advisor to subordinate(s) to meet
schedules and/or resolve technical problems. Develops
and administers schedules, performance requirements;
may have budget responsibilities
Manages, perhaps through subordinate supervisors, the

coordination of the activities of a section or department
with responsibility for results, including costs, methods
and staffing. In some instances this manager may be
Example 1
Job Title
Software Engineer I
Career Level
IC 10
Under direct supervision, performs coding, testing,

and debugging new software or existing software for
customers.
Major Job
Responsibilities
Writes programs according to specifications from

higher level staff or business analysts.
enhancements.
May use CASE tools.
Typically requires a Bachelor's Degree and 0 - 2

Education & Experience years experience or 5 + years of related
experience.
Related
Business/Technical
Knowledge, Skills,
Training and
Certifications
Core Competencies
Analytical skills
Scope
Learns to use professional concepts. Applies

company policies and procedures to resolve routine
issues
Knowledge of .....
Ability to ....
Skill to

Job Complexity
Follows standard practices and procedures in

analyzing situations or data from which answers can
be readily obtained.
Supervision
Independence of Action
Daman
Server Support Engineer I

IC 10
Typically requires a Bachelor's degree and no previous

professional experience; OR 4+ years of related experience

Works on problems of limited scope. Follows standard

practices and procedures in analyzing situations or data
from which answers can be readily obtained. Builds stable
working relationships internally
Daman
Server Support Engineer II

IC 9
Typically requires a Bachelors degree and a 2 - 4 years of

related experience; or an advanced degree without
experience; OR 5+ years of related work experience.
Developing professional expertise, applies company

policies and procedures to resolve a variety of issues
Works on problems of moderate scope where analysis of

situations or data requires a review of a variety of factors.
Exercises judgment within defined procedures and
practices to determine appropriate action. Builds
productive internal/external working relationships
Normally receives general instructions on routine work,

detailed instructions on new projects or assignments
Daman
Supervisor - Server Support

M9

related experience; or an advanced degree without
experience; OR 4 - 7 years of related work experience.
Entry level professional in a Supervisor role. Receives

predetermined work assignments that are subject to a
moderate level of control and review. Directs subordinates
to complete assignments using established guidelines,
procedures and policies.
Works on issues of limited scope. Follows established

practices and procedures in analyzing situations or data
from which answers can be readily obtained. Monitors daily
operations of a unit or sub-unit. Requires full knowledge of
own area of functional responsibility.
Provides supervision to a unit or group of employees,

assigning tasks, checking work at frequent intervals, and
maintaining schedules. A portion of time is normally spent
performing individual tasks related to the unit or sub-unit
Daman
Server Support Engineer III

IC 8

Bachelors degree; or 3 years and a Masters degree; or a
PhD without experience; OR 8+ years of work experience.
A seasoned, experienced professional with a full

understanding of area of specialization; resolves a wide
range of issues in creative ways. This job is the fully
qualified, career-oriented, journey-level position
Works on problems of diverse scope where analysis of data

requires evaluation of identifiable factors. Demonstrates
good judgment in selecting methods and techniques for
obtaining solutions. Networks with senior internal and
external personnel in own area of expertise
Normally receives little instruction on day-to-day work,

general instructions on new assignments
Daman
Manager I - Server Support

M8

Bachelors degree; or 3 years and a Masters degree; or a
PhD without experience; OR 8+ years of work experience.

Receives assignments in the form of objectives with goals
and the process by which to meet goals. Provides direction
to employees according to established policies and
management guidance. Administers company policies that
directly affect subordinate employees. Recommends
changes to unit or sub-unit policies. Management reviews
work to measure meeting of objectives.

requires evaluation of identifiable factors. Demonstrates
good judgment in selecting methods and techniques for
obtaining solutions.
Manages professional individual contributors and/or skilled,

support individual contributors (e.g., technicians,
designers, support personnel). Acts as advisor to unit or
sub-units and may become actively involved, as required,
to meet schedules and resolve problems. In some instances
this manager may be responsible for a functional area and
not have any subordinate employees
Vlad
Server Support Engineer - Mainframe

IC 7

Masters degree; or a PhD with 3 years experience; OR 12+
years of work experience.
Having wide-ranging experience, uses professional

concepts and company objectives to resolve complex
issues in creative and effective ways. Some barriers to
entry exist at this level (e.g., dept/peer review)
Works on complex issues where analysis of situations or

data requires an in-depth evaluation of variable factors.
Exercises judgment in selecting methods, techniques and
evaluation criteria for obtaining results. Networks with key
contacts outside own area of expertise
Determines methods and procedures on new assignments

and may coordinate activities of other personnel (Team
Lead)
Rick
Server Support Engineer - CIS

IC 7

Having wide-ranging experience, uses professional

concepts and company objectives to resolve complex
issues in creative and effective ways. Some barriers to
entry exist at this level (e.g., dept/peer review)
Works on complex issues where analysis of situations or

data requires an in-depth evaluation of variable factors.
Exercises judgment in selecting methods, techniques and
evaluation criteria for obtaining results. Networks with key
contacts outside own area of expertise
Determines methods and procedures on new assignments

and may coordinate activities of other personnel (Team
Lead)
Daman
Manager II - Server Support

M7

Experienced professional in a Managemet role.

Receives assignments in the form of objectives with goals
and the process by which to meet goals. Provides direction
to employees according to established policies and
management guidance. Administers company policies that
directly affect subordinate employees. Recommends
changes to unit or sub-unit policies. Management reviews
work to measure meeting of objectives.
Works on issues where analysis of situation or data requires

review of relevant factors. Exercises judgment within
defined procedures and policies to determine appropriate
action

support individual contributors (e.g., technicians,
designers, support personnel). Acts as advisor to unit or
sub-units and may become actively involved, as required,
to meet schedules and resolve problems. In some instances
this manager may be responsible for a functional area and
not have any subordinate employees
Ranie
Sr. Manager - Server Support

M6

Masters degree; or a PhD with 5 years experience; or
equivalent experience.
Experienced professional responsible for leading and

motivating multiple teams/sub processes. Provides
guidance to subordinates within the latitude of established
company policies
Works on issues of diverse scope where analysis of

situation or data requires evaluation of a variety of factors,
including an understanding of current business trends.
Follows processes and operational policies in selecting
methods and techniques for obtaining solutions. Acts as
advisor to subordinate(s) to meet schedules and/or resolve
technical problems. Develops and administers schedules,
performance requirements; may have budget
responsibilities

coordination of the activities of a section or department
with responsibility for results, including costs, methods and
staffing. In some instances this manager may be
Example 1
Job Title
Software Engineer I
Career Level
IC 10
customers.
Major Job
Responsibilities

enhancements.
May use CASE tools.
Education &
Experience

Related
Business/Technical
Knowledge, Skills,
Training and
Certifications
Core Competencies
Analytical skills
Knowledge of .....
Ability to ....
Skill to
Scope


Job Complexity

obtained.
Supervision
Independence of
Action
John Gibbs
Manager II - IT Financial Governance

M7
Typically requires a minimum of 8 years of related experience with a Bachelors

degree; or 6 years and a Masters degree; or a PhD with 3 years experience
Experienced professional in a Management role.

Receives assignments in the form of objectives with goals and the process by which
to meet goals. Provides direction to employees according to established policies and
management guidance. Administers company policies that directly affect
subordinate employees. Recommends changes to unit or sub-unit policies.
Management reviews work to measure meeting of objectives.
Works on issues where analysis of situation or data requires review of relevant

factors. Exercises judgment within defined procedures and policies to determine
appropriate action
Manages professional individual contributors and/or skilled, support individual

contributors (e.g., technicians, designers, support personnel). Acts as advisor to unit
or sub-units and may become actively involved, as required, to meet schedules and
resolve problems. In some instances this manager may be responsible for a
functional area and not have any subordinate employees
Kevin
Associate Director - IT Financial Governance

M5

degree; or 12 years and a Masters degree; or a PhD with 8 years experience; or
Experienced and proficient professional in supervisory role with responsibility for the
entire operations of the process.
Works on issues where analysis of situations or data requires an in-depth knowledge

of organizational objectives. Implements strategic policies when selecting methods,
techniques, and evaluation criteria for obtaining results. Establishes and assures
adherence to budgets, schedules, work plans, and performance requirements
Manages activities of two or more sections or departments. Exercises supervision in

terms of costs, methods, and staffing. In some instances this manager may have
subordinate supervisors
Example 1
Job Title
Software Engineer I
Career Level
IC 10
customers.
Major Job
Responsibilities

enhancements.
May use CASE tools.
Education &
Experience

Related
Business/Technical
Knowledge, Skills,
Training and
Certifications
Core Competencies
Analytical skills
Knowledge of .....
Ability to ....
Skill to
Scope


Job Complexity

obtained.
Supervision
Independence of
Action
Boswell
IT Asset Management Administrator I

IC 11
Administers IT purchase and inventory system and management system.

Updates and administers asset databases, tracking life cycle of all assets.
Receives and manages inventory, ensures security of assets while in
inventory. Maintains and manages supplier records, service level
agreements, software license information and updates, and assists in
developing enterprise wide IT purchasing standards and procedures.
Receives new equipment/software requests and monitors procurement and
deployment activities. Verifies financial data (e.g., leased, depreciated or
expensed), and monitors and reconciles changes in inventory and performs
spot checks to ensure process and system quality.
Typically requires a minimum of 1 - 4 years of related experience.
Has substantial understanding of the job and applies to knowledge and skills to
complete a wide range of tasks
Works on assignments that are moderately difficult, requiring judgment in resolving

issues or in making recommendations.
Normally receives little instruction on daily work, general instructions on newly

introduced assignments.
Boswell
IT Asset Management Administrator II

IC 10

Typically requires a Bachelor's degree and no previous professional experience; OR

4+ years of related experience
Learns to use professional concepts. Applies company policies and procedures to

resolve routine issues
Works on problems of limited scope. Follows standard practices and procedures in

analyzing situations or data from which answers can be readily obtained. Builds
stable working relationships internally
Boswell
IT Asset Management Administrator III

IC 9

Typically requires a Bachelors degree and a 2 - 4 years of related experience; or an

advanced degree without experience; OR 5+ years of related work experience.
Developing professional expertise, applies company policies and procedures to

resolve a variety of issues
Works on problems of moderate scope where analysis of situations or data requires a

review of a variety of factors. Exercises judgment within defined procedures and
practices to determine appropriate action. Builds productive internal/external
working relationships
Normally receives general instructions on routine work, detailed instructions on new

projects or assignments
Boswell
Manager I - IT Asset Management

M8
Typically requires 5+ years of related experience with a Bachelors degree; or 3

years and a Masters degree; or a PhD without experience
Entry level professional in a Management role.

Works on problems of diverse scope where analysis of data requires evaluation of

identifiable factors. Demonstrates good judgment in selecting methods and

Example 1
Job Title
Software Engineer I
Career Level
IC 10
customers.
Major Job
Responsibilities

enhancements.
May use CASE tools.
Education &
Experience

Related
Business/Technical
Knowledge, Skills,
Training and
Certifications
Core Competencies
Analytical skills
Scope

Knowledge of .....
Ability to ....
Skill to

Job Complexity

obtained.
Supervision
Independence of
Action
John Gibbs
Procurement and Vendor Administrator I

IC 10
Under general supervision, participates in the selection and implementation

of IT supplier sourcing strategies to ensure high quality, on time delivery
and cost competitiveness. Solicits, receives and analyzes proposals,
quotations and tender submissions and recommends selection of suppliers
in accordance with corporate policies and legal compliance. Researches
vendors of IT related products and services. Recommends new purchases of
hardware and software in alignment with company and industry standards.
Troubleshoots any existing problems with vendor products and services.
Typically reports to the Vendor Management Manager - IT.



John Gibbs
Procurement and Vendor Administrator II

IC 9
Under general direction, participates in the selection and implementation of
IT supplier sourcing strategies to ensure high quality, on time delivery and
cost competitiveness. Solicits, receives and analyzes proposals, quotations
and tender submissions and recommends selection of suppliers in
accordance with corporate policies and legal compliance. Maintains
relationships with vendor contacts, in order to resolve complaints and to
report the status of the relationship to senior management. Monitors vendor
compliance with contractual obligations and measures performance based
on company criteria. Typically reports to the Vendor Management Manager IT.




John Gibbs
Procurement and Vendor Administrator III

IC 8
Under limited direction, participates in the selection and implementation of
IT supplier sourcing strategies to ensure high quality, on time delivery and
cost competitiveness. Solicits, receives and analyzes proposals, quotations
and tender submissions and recommends selection of suppliers in
accordance with corporate policies and legal compliance. Maintains
relationships with vendor contacts, in order to resolve complaints and to
report the status of the relationship to senior management. Monitors vendor
compliance with contractual obligations and measures performance based
on company criteria. Typically reports to the Vendor Management Manager IT.

years and a Masters degree; or a PhD without experience; OR 8+ years of work
experience.
A seasoned, experienced professional with a full understanding of area of

specialization; resolves a wide range of issues in creative ways. This job is the fully

techniques for obtaining solutions. Networks with senior internal and external
personnel in own area of expertise
Normally receives little instruction on day-to-day work, general instructions on new

assignments
Example 1
Job Title
Software Engineer I
Career Level
IC 10
customers.
Major Job
Responsibilities

enhancements.
May use CASE tools.
Education &
Experience

Related
Business/Technical
Knowledge, Skills,
Training and
Certifications
Core Competencies
Analytical skills
Scope

Knowledge of .....
Ability to ....
Skill to

Job Complexity

obtained.
Supervision
Independence of
Action
Allan
Service Management Controls Rep I

IC 12
Applies acquired job skills and company policies and procedures to complete
assigned tasks.
Works on assignments that are semi-routine in nature but recognizes the need for
occasional deviation from accepted practice.
Normally follows established procedures on routine work, requires instructions only

on new assignments.
Allan
Service Management Controls Rep II

IC 11


Allan
Service Management Controls Administrator I

IC 10



Allan
Service Management Controls Administrator II

IC 9




Allan
Service Management Controls Administrator III

IC 8

experience.



assignments
Example 1
Job Title
Software Engineer I
Career Level
IC 10
customers.
Major Job
Responsibilities

enhancements.
May use CASE tools.
Education &
Experience

Related
Business/Technical
Knowledge, Skills,
Training and
Certifications
Core Competencies
Analytical skills
Scope

Knowledge of .....
Ability to ....
Skill to

Job Complexity

obtained.
Supervision
Independence of
Action
Sandeep Gupta
IT Helpdesk Representative I
IC 11
Under direct supervision, responds to and diagnoses problems through

discussion with users. Includes problem recognition, research, isolation and
resolution steps. Typically resolves basic problems while referring more
complex problems to intermediate and/or senior level. May involve use of
problem management database and help desk systems. This position is
staffed by beginners who have had sufficient educational background and/or
experience.


Sandeep Gupta
IT Helpdesk Representative II
IC 10
Under general supervision, responds to and diagnoses problems through

discussions with users. Includes problem recognition, research, isolation,
and resolution steps. Typically is able to resolve less complex problems
immediately, while more complex problems are assigned to senior level
support. May involve use of problem management database and help desk
systems.



Sandeep Gupta
IT Helpdesk Representative III

IC 9




Sandeep Gupta
IT Helpdesk - ID Admin Team Lead

IC 9




Kevin
Manager II - IT Operations Help Desk

M7



appropriate action

Example 1
Job Title
Software Engineer I
Career Level
IC 10

customers.
Major Job
Responsibilities

enhancements.
May use CASE tools.
Education &
Experience

Related
Business/Technical
Knowledge, Skills,
Training and
Certifications
Core Competencies
Analytical skills
Scope

Knowledge of .....
Ability to ....
Skill to

Job Complexity

obtained.
Supervision
Independence of
Action
Aaron Alanis
IT NOC Engineer I
IC 11
Under direct supervision, performs as the first line of defense to take appropriate action toward
resolving network problems as they appear.
Detects, analyzes, and resolves less complicated network switching and transmission system
problems while minimizing impact on customer service.
Differentiates between primary and secondary network failures.
Based on the severity or type of event, determines what additional resources are required.
Issues service interruption reports to requisite government agencies.
Network Management and Analysis.

Incident and fault detection, identification, and diagnosis using Network Monitoring
and Management Tools.
Pro-active analysis, event and incident management ensuring all faults are resolved
within SLA.
Ensure that trouble tickets are regularly updated with meaningful technical analysis
information and data.
Prioritize activities and resources to resolve incidents in appropriate order based on
priority and business needs.
Commissioning and Decommissioning of devices from the Network Operations
perspective.
Manage CONCENTRIX relationships with major ISPs and Telco companies worldwide.
Maintain accurate records and timely reports on equipment operation and ensure
issues are resolved and completed.
Perform initial troubleshooting, investigations and bug analysis on production
systems/network/voice and clearly document, record meaningful data to the Tier 3
Support Team.
Other tasks/functions that may be assigned by the company as per business
requirement; these may change from time to time to reflect the changing requirement
of your position and our business.
Require availability for 24x7 on-call duty.
Analytical skills
Problem solving skills
Good networking background
Has substantial understanding of the job and applies to knowledge and skills to complete a wide range of
tasks
Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making
recommendations.
Normally receives little instruction on daily work, general instructions on newly introduced assignments.
Aaron Alanis
IT NOC Engineer II
IC 10
Under general supervision, performs as the first line of defense to take appropriate action toward resolving netw
appear.
Detects, analyzes, and resolves general network switching and transmission system problems while minimizing
service.
Differentiates between primary and secondary network failures.
Based on the severity or type of event, determines what additional resources are required.
Issues service interruption reports to requisite government agencies.
Typically requires a Bachelor's degree and no previous professional experience; OR 4+ years of related experience
Network Management and Analysis.

Incident and fault detection, identification, and diagnosis using Network Monitoring and Managemen
Pro-active analysis, event and incident management ensuring all faults are resolved within SLA.
Ensure that trouble tickets are regularly updated with meaningful technical analysis information and
Prioritize activities and resources to resolve incidents in appropriate order based on priority and bus
Commissioning and Decommissioning of devices from the Network Operations perspective.
Manage CONCENTRIX relationships with major ISPs and Telco companies worldwide.
Maintain accurate records and timely reports on equipment operation and ensure issues are resolve
Perform initial troubleshooting, investigations and bug analysis on production systems/network/voice
record meaningful data to the Tier 3 Support Team.
Maintain internal server, workstations and testing equipment inside NOC room.
Coordinate troubleshooting and repair activities with customers, vendors, and other groups both inte
CONCENTRIX. Maintain open communication with interested parties and provide timely updates as the
progresses. Ensure all work is properly documented in the incident ticket.
Maintain network, server, voice devices documentation, including a record of equipment failure. Upd
after configuration or equipment changes and upgrades. Update internal troubleshooting knowledge b
Other tasks/functions that may be assigned by the company as per business requirement; these ma
time to reflect the changing requirement of your position and our business.
Analytical skills
Good networking background
CCNA Training/Certification desired
Learns to use professional concepts. Applies company policies and procedures to resolve routine issues
Works on problems of limited scope. Follows standard practices and procedures in analyzing situations or data from which an
obtained. Builds stable working relationships internally
Aaron Alanis
IT NOC Engineer III - Shift Lead

IC 9
Under limited supervision, performs as the first line of defense to take appropriate action toward resolving netwo
Detects, analyzes, and resolves the most difficult network switching and transmission system problems while m
service. Differentiates between primary and secondary network failures. Based on the severity or type of event,
resources are required. Issues service interruption reports to requisite government agencies. Provides instruction
staff.
Typically requires a Bachelors degree and a 2 - 4 years of related experience; or an advanced degree without experience; O
experience.
Provide leadership, lead technical projects, and mentor junior NOC staff. Provide occasional training
department.
In charge of managing incident tickets in the queue and ensure all tickets are taken care within the S
To provide daily/weekly/monthly operation reports to Network Operation Manager.
Monitor and manage the NOCs compliance with established policy & procedural standards.
Manage working relationships with other business units and maintain effective cross-functional com
Maintain a service oriented environment focused on problem prediction, detection and resolution.
Maintain internal server, workstations and testing equipment inside NOC room.
Coordinate troubleshooting and repair activities with customers, vendors, and other groups both inte
CONCENTRIX. Maintain open communication with interested parties and provide timely updates as the
Ensure all work is properly documented in the incident ticket.
Maintain network, server, voice documentation, including a record of equipment failure. Update site
configuration or equipment changes and upgrades. Update internal troubleshooting knowledge base.
Create and manage engineer roster on monthly basis and update roster based on engineer leave ap
and shift swap from time to time.
Assist in identifying new tools, processes, or procedures that would help resolve issues or create a m
process.
Write scripts to automate administration, provisioning, and monitoring / alerting task.
Other tasks/functions that may be assigned by the company as per business requirement; these ma
to reflect the changing requirement of your position and our business.
Analytical skills
Good understanding of network, servers and telephony devices
CCNA Certification required
ITIL Training/Certification desired
Developing professional expertise, applies company policies and procedures to resolve a variety of issues
Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors. Exercises
procedures and practices to determine appropriate action. Builds productive internal/external working relationships
Normally receives general instructions on routine work, detailed instructions on new projects or assignments
Kevin
Manager II - IT Operations NOC

M7
Oversees Network Operations Center (NOC) staff. Ensures the performance of a network
through monitoring of traffic, performance, and network configuration. Identifies network
problems and oversees resolution of issues. At higher levels, determines the strategic direction
of the network system. Selects, develops, and evaluates personnel to ensure the efficient
operation of the function.
Typically requires a minimum of 8 years of related experience with a Bachelors degree; or 6 years and a
Masters degree; or a PhD with 3 years experience
Managing the Global Network Operations Center in Manila and all its associated
equipment to make sure that it is available for all customers.
Leading the team of industrys brightest network operations engineers that support
the industrys most advanced cloud/networking technologies and services with handson involvement with the GNOC to quickly resolve customers network and security
issues.
Supervising the daily working of customer and network trouble tickets. Directing and
building (staff, train, and maintain employee skill levels) the GNOC group that
troubleshoots and monitors customers network and security services.
Monitor and maintain network stability by creating, updating and enforcing all
processes and procedures for the GNOC team. Providing leadership to your team while
focusing on their efforts on the corporate objectives.
Provide detailed statistics on the performance of the team and provide solutions to
better their performance to the executive staff. Manage internal audit process to
ensure compliance with all GNOC processes.
Responsible for delivery to the agreed service levels, and defines key performance
indicators and/or project milestones.
10+ years relevant experience with enterprise LAN/WAN managed network and
security services with relevant experience interacting with global telecom companies
Proven track record in overseeing a network engineering and 24 x 7 operations with
solid experience in process development, KPI tracking and reporting.
Outstanding motivator and builder of teams
Intercommunications skills to work at all levels of the organization
ITIL process awareness
CCNA, CCNP, JCNIA, JNCIS, CCIE, JNCIP, JNCIE is extremely desirable.

Receives assignments in the form of objectives with goals and the process by which to meet goals.
Provides direction to employees according to established policies and management guidance. Administers
company policies that directly affect subordinate employees. Recommends changes to unit or sub-unit
policies. Management reviews work to measure meeting of objectives.
Works on issues where analysis of situation or data requires review of relevant factors. Exercises judgment
within defined procedures and policies to determine appropriate action
Manages professional individual contributors and/or skilled, support individual contributors (e.g.,
technicians, designers, support personnel). Acts as advisor to unit or sub-units and may become actively
involved, as required, to meet schedules and resolve problems. In some instances this manager may be
responsible for a functional area and not have any subordinate employees
Example 1
Job Title
Software Engineer I
Career Level
IC 10
customers.
Major Job
Responsibilities

enhancements.
May use CASE tools.
Education &
Experience

Related
Business/Technical
Knowledge, Skills,
Training and
Certifications
Core Competencies
Analytical skills
Scope

Knowledge of .....
Ability to ....
Skill to

Job Complexity

obtained.
Supervision
Independence of
Action
Boswell
IT Service Delivery - Team Lead I

IC 11

experience.
Has substantial understanding of the job and applies to

knowledge and skills to complete a wide range of tasks
Works on assignments that are moderately difficult, requiring

judgment in resolving issues or in making recommendations.
Normally receives little instruction on daily work, general

instructions on newly introduced assignments.
Boswell
IT Service Delivery - Team Lead II

IC 10
Typically requires a Bachelor's degree and no previous

professional experience; OR 4+ years of related experience
Learns to use professional concepts. Applies company policies

and procedures to resolve routine issues
Works on problems of limited scope. Follows standard practices

and procedures in analyzing situations or data from which
answers can be readily obtained. Builds stable working
relationships internally
Boswell
IT Service Delivery - Team Lead III

IC 9

related experience; or an advanced degree without experience;
OR 5+ years of related work experience.
Developing professional expertise, applies company policies and

procedures to resolve a variety of issues
Works on problems of moderate scope where analysis of

situations or data requires a review of a variety of factors.
Exercises judgment within defined procedures and practices to
determine appropriate action. Builds productive
internal/external working relationships
Normally receives general instructions on routine work, detailed

instructions on new projects or assignments
Boswell
Supervisor - IT Service Delivery

M9

related experience; or an advanced degree without experience;
OR 4 - 7 years of related work experience.
Entry level professional in a Supervisor role. Receives

predetermined work assignments that are subject to a moderate
level of control and review. Directs subordinates to complete
assignments using established guidelines, procedures and
policies.
Works on issues of limited scope. Follows established practices

and procedures in analyzing situations or data from which
answers can be readily obtained. Monitors daily operations of a
unit or sub-unit. Requires full knowledge of own area of
functional responsibility.
Provides supervision to a unit or group of employees, assigning

tasks, checking work at frequent intervals, and maintaining
schedules. A portion of time is normally spent performing
individual tasks related to the unit or sub-unit
Boswell
Manager I - IT Service Delivery

M8

Bachelors degree; or 3 years and a Masters degree; or a PhD
without experience

Receives assignments in the form of objectives with goals and
the process by which to meet goals. Provides direction to
employees according to established policies and management
guidance. Administers company policies that directly affect
subordinate employees. Recommends changes to unit or subunit policies. Management reviews work to measure meeting of
objectives.

requires evaluation of identifiable factors. Demonstrates good
judgment in selecting methods and techniques for obtaining
solutions.

support individual contributors (e.g., technicians, designers,
support personnel). Acts as advisor to unit or sub-units and may
become actively involved, as required, to meet schedules and
resolve problems. In some instances this manager may be
responsible for a functional area and not have any subordinate
employees
Boswell
Manager II - IT Service Delivery

M7
Typically requires a minimum of 8 years of related experience

with a Bachelors degree; or 6 years and a Masters degree; or a
PhD with 3 years experience

Receives assignments in the form of objectives with goals and
the process by which to meet goals. Provides direction to
employees according to established policies and management
guidance. Administers company policies that directly affect
subordinate employees. Recommends changes to unit or subunit policies. Management reviews work to measure meeting of
objectives.
Works on issues where analysis of situation or data requires

review of relevant factors. Exercises judgment within defined
procedures and policies to determine appropriate action

support individual contributors (e.g., technicians, designers,
support personnel). Acts as advisor to unit or sub-units and may
become actively involved, as required, to meet schedules and
resolve problems. In some instances this manager may be
responsible for a functional area and not have any subordinate
employees
Boswell
Sr. Manager - IT Service Delivery

M6
Typically requires a minimum of 12 years of related experience

with a Bachelors degree; or 8 years and a Masters degree; or a
PhD with 5 years experience
Experienced professional responsible for leading and motivating

multiple teams/sub processes. Provides guidance to
subordinates within the latitude of established company policies
Works on issues of diverse scope where analysis of situation or

data requires evaluation of a variety of factors, including an
understanding of current business trends. Follows processes and
operational policies in selecting methods and techniques for
obtaining solutions. Acts as advisor to subordinate(s) to meet
schedules and/or resolve technical problems. Develops and
administers schedules, performance requirements; may have
budget responsibilities

coordination of the activities of a section or department with
responsibility for results, including costs, methods and staffing.
In some instances this manager may be responsible for a
Example 1
Job Title
Software Engineer I
Career Level
IC 10

customers.
Major Job
Responsibilities

enhancements.
May use CASE tools.
Education &
Experience

Related
Business/Technical
Knowledge, Skills,
Training and
Certifications
Core Competencies
Analytical skills
Scope

Knowledge of .....
Ability to ....
Skill to

Job Complexity

obtained.
Supervision
Independence of
Action
Allan
Deskside Support Engineer I

IC 12
Under direct supervision, performs the installation, repair and preventative

maintenance of personal computer and related systems.
Assists in determining suitable software to meet user requirements.
Troubleshoots software and hardware failures and identifies network
problems when they relate to personal (desktop or laptop) computers.
May assist Network Administrator.
Problem Solving Skills

Communication Skills
assigned tasks.

on new assignments.
Allan
Deskside Support Engineer II

IC 11
Under general supervision, performs the installation, repair and preventative

maintenance of personal computer and related systems.
Assists in determining suitable software to meet user requirements.
Troubleshoots software and hardware failures and identifies network
problems when they relate to personal (desktop or laptop) computers.
May assist Network Administrator.



Allan
Deskside Support Engineer III

IC 10
Manages the activities and personnel associated with providing technical

services to internal customers by identifying, prioritizing, and confirming
resolution of reported problems with desktop, laptop, and networked
systems.
Ensures that all phases of desktop support, including installations,
upgrades, software, hardware, operating systems, and operating system
configuration issues, are properly coordinated, monitored, tracked, and
resolved.
Oversees maintenance of database for data integrity and security for
desktop systems.
Develops information technology projects and provides strategic
management and objectives for the department.
May manage training programs designed to educate an organizations
computer users about basic computer use and specialized applications.
Selects, develops, and evaluates personnel to ensure the efficient operation
of the function.



Example 1
Job Title
Software Engineer I
Career Level
IC 10

customers.
Major Job
Responsibilities

enhancements.
May use CASE tools.
Education &
Experience

Related
Business/Technical
Knowledge, Skills,
Training and
Certifications
Core Competencies
Analytical skills
Scope

Knowledge of .....
Ability to ....
Skill to

Job Complexity

obtained.
Supervision
Independence of
Action
Allan
IT Account Manager I
IC 10
Under direct supervision, assists in determining client business needs

and drafting technological solutions. Provides support during the initial
assessment of client requests, which includes a preliminary
cost/benefit analysis and a review of the project's feasibility. May assist
in organizing IT service requests from highest to lowest priority.
Typically requires a Bachelor's degree and no previous professional experience;

OR 4+ years of related experience
Learns to use professional concepts. Applies company policies and procedures

to resolve routine issues
Works on problems of limited scope. Follows standard practices and

procedures in analyzing situations or data from which answers can be readily
obtained. Builds stable working relationships internally
Allan
IT Account Manager II
IC 9
Under general supervision, interacts with clients to reduce the

possibility of potential difficulties and to resolve problems. Keeps the
client consistently informed of a project's status. Discusses any
significant client issues or selling opportunities with his or her
supervisor. Reviews client requests to ensure feasibility and performs
cost/benefit analysis.
Typically requires a Bachelors degree and a 2 - 4 years of related experience;

or an advanced degree without experience; OR 5+ years of related work
experience.

Works on problems of moderate scope where analysis of situations or data

requires a review of a variety of factors. Exercises judgment within defined
procedures and practices to determine appropriate action. Builds productive
internal/external working relationships
Normally receives general instructions on routine work, detailed instructions on

new projects or assignments
Allan
IT Account Manager III

IC 8
Under general direction, utilizes research and client contact to develop

technological solutions that are suited to the current and future needs
of business partners. Identifies the emerging trends in IT solutions, in
order to better align the needs of business partners with IT products
and services. Actively seeks new sales opportunities and develops
strategies to market business solutions. Functions as the primary sales
contact in relationships with business partners.

years and a Masters degree; or a PhD without experience; OR 8+ years of
work experience.

specialization; resolves a wide range of issues in creative ways. This job is the
fully qualified, career-oriented, journey-level position
Works on problems of diverse scope where analysis of data requires evaluation

of identifiable factors. Demonstrates good judgment in selecting methods and
Normally receives little instruction on day-to-day work, general instructions on

new assignments
Andrew
IT Global Account Manager I

IC 8
Under general direction, utilizes research and client contact to develop

technological solutions that are suited to the current and future needs
of business partners. Identifies the emerging trends in IT solutions, in
order to better align the needs of business partners with IT products
and services. Actively seeks new sales opportunities and develops
strategies to market business solutions. Functions as the primary sales
contact in relationships with business partners.

years and a Masters degree; or a PhD without experience; OR 8+ years of
work experience.

specialization; resolves a wide range of issues in creative ways. This job is the
fully qualified, career-oriented, journey-level position
Works on problems of diverse scope where analysis of data requires evaluation

of identifiable factors. Demonstrates good judgment in selecting methods and
Normally receives little instruction on day-to-day work, general instructions on

new assignments
Andrew
IT Global Account Manager II

IC 7
Under limited direction, utilizes research and client contact to develop

technological solutions that are suited to the current and future needs of
business partners. Identifies the emerging trends in IT solutions, in order to
better align the needs of business partners with IT products and services.
Actively seeks new sales opportunities and develops strategies to market
business solutions. Functions as the primary sales contact in relationships
with business partners.

degree; or 6 years and a Masters degree; or a PhD with 3 years experience; OR
12+ years of work experience.
Having wide-ranging experience, uses professional concepts and company

objectives to resolve complex issues in creative and effective ways. Some barriers
to entry exist at this level (e.g., dept/peer review)
Works on complex issues where analysis of situations or data requires an in-depth

evaluation of variable factors. Exercises judgment in selecting methods, techniques
and evaluation criteria for obtaining results. Networks with key contacts outside
own area of expertise
Determines methods and procedures on new assignments and may coordinate

activities of other personnel (Team Lead)
Andrew
IT Global Account Manager III

IC 6

Having broad expertise or unique knowledge, use skills to contribute to

development of company objectives and principles and to achieve goals in creative
and effective ways. Barriers to entry such as technical committee review exist at
this level
Works on significant and unique issues where analysis of situations or data requires
an evaluation of intangibles. Exercises independent judgment in methods,
techniques and evaluation criteria for obtaining results. Creates formal networks
involving coordination among groups
Acts independently to determine methods and procedures on new or special

assignments. May supervisor the activities of others
Kevin
Associate Director - IT Global Account management

IC 5

As an expert in the field, uses professional concepts in developing resolution to

critical issues and broad design matters. Significant barriers to entry (e.g., top
management review, approval) exist at this level
Works on issues that impact design/selling success or address future concepts,

products or technologies. Creates formal networks with key decision makers and
serves as external spokesperson for the organization
Exercise wide latitude in determining objectives and approaches to critical

assignments
Example 1
Job Title
Software Engineer I
Career Level
IC 10
customers.
Major Job
Responsibilities

enhancements.
May use CASE tools.
Education &
Experience

Related
Business/Technical
Knowledge, Skills,
Training and
Certifications
Core Competencies
Analytical skills
Scope

Knowledge of .....
Ability to ....
Skill to

Job Complexity

obtained.
Supervision
Independence of
Action
Allan
IT Infrastructure Support Rep I

IC 12
assigned tasks.

on new assignments.
Allan
IT Infrastructure Support Rep II - Production Support

IC 11


Allan
IT Infrastructure Support Rep II

IC 11


Dave
IT Infrastructure Support Engineer I

IC 10



Dave
IT Infrastructure Support Engineer II

IC 9




Dave
IT Infrastructure Support Engineer III

IC 8

experience.



assignments
Example 1
Job Title
Software Engineer I
Career Level
IC 10
customers.
Major Job
Responsibilities

enhancements.
May use CASE tools.
Education &
Experience

Related
Business/Technical
Knowledge, Skills,
Training and
Certifications
Core Competencies
Analytical skills
Scope

Knowledge of .....
Ability to ....
Skill to

Job Complexity

obtained.
Supervision
Independence of
Action
Boswell
IT Integration Specialist I
IC 9




Boswell
IT Integration Specialist II
IC 8

experience.



assignments
Boswell
IT Integration Specialist III

IC 7

degree; or 6 years and a Masters degree; or a PhD with 3 years experience; OR 12+
Having wide-ranging experience, uses professional concepts and company objectives

to resolve complex issues in creative and effective ways. Some barriers to entry exist
at this level (e.g., dept/peer review)
Works on complex issues where analysis of situations or data requires an in-depth

evaluation of variable factors. Exercises judgment in selecting methods, techniques
and evaluation criteria for obtaining results. Networks with key contacts outside own
area of expertise
Determines methods and procedures on new assignments and may coordinate

activities of other personnel (Team Lead)
Falconer
IT Integration Program Manager

IC 6

Having broad expertise or unique knowledge, use skills to contribute to development

of company objectives and principles and to achieve goals in creative and effective
ways. Barriers to entry such as technical committee review exist at this level
Works on significant and unique issues where analysis of situations or data requires
an evaluation of intangibles. Exercises independent judgment in methods,
techniques and evaluation criteria for obtaining results. Creates formal networks
involving coordination among groups
Acts independently to determine methods and procedures on new or special

assignments. May supervisor the activities of others
Kevin
Associate Director - IT Integration

IC 5




assignments
Example 1
Job Title
Software Engineer I
Career Level
IC 10
customers.
Major Job
Responsibilities

enhancements.
May use CASE tools.
Education &
Experience

Related
Business/Technical
Knowledge, Skills,
Training and
Certifications
Core Competencies
Analytical skills
Scope

Knowledge of .....
Ability to ....
Skill to

Job Complexity

obtained.
Supervision
Independence of
Action
Elango
Network Support Engineer I

IC 10



Elango
Network Support Engineer II

IC 9




Elango
Network Support Engineer III

IC 8

experience.



assignments
Elango
Manager I - Network Support

M8




Elango
Manager II - Network Support

M7



appropriate action

Elango
Sr. Manager - Network Support

M6

Experienced professional responsible for leading and motivating multiple teams/sub

processes. Provides guidance to subordinates within the latitude of established
company policies
Works on issues of diverse scope where analysis of situation or data requires

evaluation of a variety of factors, including an understanding of current business
trends. Follows processes and operational policies in selecting methods and
techniques for obtaining solutions. Acts as advisor to subordinate(s) to meet
schedules and/or resolve technical problems. Develops and administers schedules,
performance requirements; may have budget responsibilities
Manages, perhaps through subordinate supervisors, the coordination of the activities

of a section or department with responsibility for results, including costs, methods
and staffing. In some instances this manager may be responsible for a functional
area and not have any subordinate employees
Ranie
Associate Director - Network Support

IC 5




assignments
Example 1
Job Title
Software Engineer I
Career Level
IC 10
customers.
Major Job
Responsibilities

enhancements.
May use CASE tools.
Education &
Experience

Related
Business/Technical
Knowledge, Skills,
Training and
Certifications
Core Competencies
Analytical skills
Scope

Knowledge of .....
Ability to ....
Skill to

Job Complexity

obtained.
Supervision
Independence of
Action
Anil
Telecom Support Engineer I

IC 10
Under direct supervision, responsible for providing support to more
experienced engineers/analyst positions in one or more technical areas
within the telecom function.
Match only those positions which do not require prior network experience
and/or obtain their telecom knowledge primarily from on-the-job (in-house
and vendor) training and/or do not require some knowledge of telecom
applications.
This position would most typically be considered a trainee level for someone
who has limited telecom exposure or who has limited hands-on network
experience.
Provide assistance in range of telecommunication activities.


Anil
Telecom Support Engineer II

IC 9
Under general supervision, responsible for moderately complex engineering

and/or analytical activities associated with one or more technical areas
within the telecom function (such as, but not limited to, network design,
engineering, implementation, or operations/user support).




Anil
Telecom Support Engineer III

IC 8
Under general direction, responsible for engineering and/or analytical tasks

and activities associated with one or more technical areas within the
telecom function such as, but not limited to, network design, engineering,
implementation, or operations/user support.
Performs range of complex telecommunication engineering activities.

experience.



assignments
Example 1
Job Title
Software Engineer I
Career Level
IC 10
customers.
Major Job
Responsibilities

enhancements.
May use CASE tools.
Education &
Experience

Related
Business/Technical
Knowledge, Skills,
Training and
Certifications
Core Competencies
Analytical skills
Scope

Knowledge of .....
Ability to ....
Skill to

Job Complexity

obtained.
Supervision
Independence of
Action
Anil
Manager I - Unified Communications

M8




Ranie
Manager II - Unified Communications

M7



appropriate action

Ranie
Associate Director - Unified Communications

M5

Experienced and proficient professional in supervisory role with responsibility for the
entire operations of the process.
Works on issues where analysis of situations or data requires an in-depth knowledge

of organizational objectives. Implements strategic policies when selecting methods,
techniques, and evaluation criteria for obtaining results. Establishes and assures
adherence to budgets, schedules, work plans, and performance requirements
Manages activities of two or more sections or departments. Exercises supervision in

terms of costs, methods, and staffing. In some instances this manager may have
subordinate supervisors

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Example 1

Writes programs according to specifications from higher

Typically requires a Bachelor's Degree and 0 - 2 years

Learns to use professional concepts. Applies company

Works on problems of limited scope.

Follows standard practices and procedures in analyzing

Normally receives detailed instructions on all work.

Cloud Aplications Administrator I

Typically requires a Bachelor's degree and no previous professional

Learns to use professional concepts. Applies company policies and

Works on problems of limited scope. Follows standard practices and

Normally receives detailed instructions on all work.

Cloud Applications Administrator II

Typically requires a Bachelors degree and a 2 - 4 years of related

Developing professional expertise, applies company policies and

Works on problems of moderate scope where analysis of situations or data

Normally receives general instructions on routine work, detailed

Sr. Manager - Cloud Applications

Typically requires a minimum of 12 years of related experience with a

Experienced professional responsible for leading and motivating multiple

Works on issues of diverse scope where analysis of situation or data

Manages, perhaps through subordinate supervisors, the coordination of the

Under direct supervision, performs coding, testing, and

Writes programs according to specifications from higher

Education & Experience

Typically requires a Bachelor's Degree and 0 - 2 years

Learns to use professional concepts. Applies company

Works on problems of limited scope.

Follows standard practices and procedures in analyzing

Data Center Technician I

Typically requires a minimum of 0 - 2 years of related

Applies acquired job skills and company policies and

Works on assignments that are semi-routine in nature

Normally follows established procedures on routine

Data Center Team Lead

Typically requires a minimum of 1 - 4 years of related

Has substantial understanding of the job and applies to

Works on assignments that are moderately difficult,

Normally receives little instruction on daily work,

Manager I - Data Center Services

Typically requires 5+ years of related experience with a

Entry level professional in a Managemet role.

Works on problems of diverse scope where analysis of

Manages professional individual contributors and/or

Sr. Manager - Data Center Services

Typically requires a minimum of 12 years of related

Experienced professional responsible for leading and

Works on issues of diverse scope where analysis of

Manages, perhaps through subordinate supervisors, the

Under direct supervision, performs coding, testing,

Writes programs according to specifications from

Typically requires a Bachelor's Degree and 0 - 2

Learns to use professional concepts. Applies

Works on problems of limited scope.

Follows standard practices and procedures in

Server Support Engineer I

Typically requires a Bachelor's degree and no previous

Learns to use professional concepts. Applies company

Works on problems of limited scope. Follows standard

Normally receives detailed instructions on all work.

Server Support Engineer II

Typically requires a Bachelors degree and a 2 - 4 years of

Developing professional expertise, applies company