• Proactively monitor system and application alarms
• Investigate, analyze, resolve or escalate alarms and service requests
• Manage work queue in accordance with service level agreements and assist with balancing work volume across the team
• Establish and model best practices for documenting investigation and issue resolution
• Identify appropriate escalation paths to triage issues to second-level resources for resolution
• Investigate and diagnose complex or high-impact performance issues on client domains and lead problem management processes to identify recurring alarms
• Identify and implement process improvements
• Increase team performance by creating and maintaining work instructions, reviewing quality of work and providing technical coaching and mentoring to the team
• Implement software patches and upgrades
• Work with Cerner suppliers in the maintenance and performance of assigned applications, hardware and systems

People Management Responsibilities (for associates with one or more direct reports):

• Seek to understand disagreements, ensure all perspectives are heard and facilitate a plan for resolution.
• Delegate the work appropriately, provide clear expectations and follow up to ensure progress and overcome roadblocks. Identify associates and team priorities based on business direction and adjust when needed.
• Lead by example and share knowledge and experiences with associates and team. Create a respectful work environment where you advocate for your team, create accountability and recognize accomplishments.
• Provide timely feedback to encourage success, ensure accountability and connect opportunities for your associates' development.
• Identify the right talent to achieve the desired results. Promote and build a diverse and cohesive team to accomplish objectives and align associates' skills to fill gaps.

• At least 8 years total combined related work experience and completed higher education, including:
• At least 2 years customer service, call center, hospitality and/or technical support work experience
• At least 6 years additional work experience directly related to the duties of the job and/or completed higher education, including:
  • Bachelor's degree in Computer Engineering, Computer Science, Information Systems, Software Engineering, or related field, or equivalent relevant work experience
Preferred Qualifications
Expectations
• Perform other responsibilities as assigned
• Willing to work additional or irregular hours as needed and allowed by local regulations
• Work in accordance with corporate and organizational security policies and procedures, understand personal role in safeguarding corporate and client assets, and take appropriate action to prevent and report any compromises of security within scope of position

All employees must be legally authorized to work in the country where the position is located. Work visa sponsorship is not available for this position.