RETS is responsible for information technology research, risk assessment, development, design and validation of emerging and/or improved infrastructure technologies and services enabling business goals and requirements for transition to global operations.
Once transitioned RETS provides second level support to ensure functional and operational integrity of Data Center technical services used throughout Reed Elsevier and their subsidiaries in support of business products and infrastructure services for all Reed Elsevier internal and external customers. The primary objective is to ensure continuous 24/365 availability.
Responsibilities include processing of service requests, change and release engineering and deployment, incident and problem management, Asset management, infrastructure planning, design and implementation, infrastructure lifecycle management, project support, administration of processes and policies, and administrative management of support tools.
Scope includes the infrastructure support of Networks and the Windows, Unix, Linux, Database, zOS and similar IT platforms.
*Key Result Areas*
Main Activities and Responsibilities
/Innovative Solutions/Research 10% Generate innovative solutions that use best practices and technologies resulting in cost effective solutions that meet or exceed business needs and requirements./
1. Collaborate with RETS Business Relationship Managers (BRMs) to understand Service Strategy and Business Unit goals and priorities
2. Understand the business and customer requirements to architect and engineer infrastructure services that grow and/or speed time to market
3. Continual technology and process improvements
4. Generate intellectual property, protect and communicate as appropriate
/Lead the advancement of RE knowledge in one or more fields of application technology through a predetermined set of research goals that have clear business value and support./
1. Establish research goals with RE stakeholders through effective proposals for the investment of resources in research projects
2. Generate and develop original ideas in application technology that will improve business margins in line with the established research goals
3. Criticize ideas constructively and support viable ideas through to a full practical demonstration, wherever feasible
4. Publish appropriate research, subject to RE guidelines, through papers at conferences, journal articles, internal reports, and other approved avenues
/People Management 10% Direct or indirect leadership on teams, employees and stakeholders in a global environment/
1. Provide leadership and motivation as required
2. Manage teams (Indirect)
a. Clarify your and others individual roles and responsibilities
b. Communicate vision and provide overall team leadership
c. Project resource planning
d. Establish shared goals and communicate
3. Onboarding
4. Mentoring others
5. Manage stakeholder expectations and communicate appropriately
6. Influence work standards
a. Set standards for excellence
b. Ensure high quality
c. Takes responsibility
d. Encourages others to take responsibility
/Requirements Management 10% Ensures the creation of traceable, measurable, well documented business requirements/
1. Understand business context (patterns of business activity) of requirements
2. Document business requirements and metrics
3. Rank and correlate requirements to metrics
4. Ensure solution and design meet documented business requirement and SLAs
5. Ensure information monitoring reflects back to documented business requirements
a. Identify monitoring needs
b. Develop monitoring systems
c. Implement tracking systems
d. Transition to operations
/Financials 10% Provide information for appropriate investment for efficient and effective design of products and services including life cycle management. Track and measure costs to ensure the appropriate investment, including total cost of ownership./
1. Drive efficiencies by reducing and avoiding costs
2. Work with Finance to establish business case and ROI for investments in design solutions
3. Collaborate with Finance to determine costs associated with rate card
4. Manage budgets
5. Track TCO against business case with periodic reviews
6. Manage technology vendors
7. Create standards across sites
/Continual Service Improvement/ Simplification/Automation 15%Continually align IT Services to the changing business needs, through the identification and implementation of improvements to the IT Services, and their supporting Business Processes./
1. Define what should be measured
2. Define what can be measured
3. Gather the data
4. Process the data
5. Analyze the data
6. Implement corrective actions
Lead solutions that drive efficiencies through simplification, automation, and virtualization
7. Promote reuse of standard configuration items
8. Reduce the number of standard configuration items within the Technology Reference Model
9. Automate build, provisioning and configuration procedures
10. Promote the use of virtualization, whenever possible
/Problem Management/Support & Maintenance 10% Lead the management of the life cycle of problems and manage the day to day operations of the environment to prevent incidents from happening and to minimize the pact of incidents that cannot be prevented/
1. Partner with Operations to identify and resolve incidents, maintain common processes and ensure restoration of services
2. Define the problem
3. Participate in root cause analysis
4. Provide proactive problem management to identify problems that may have been missed review Incident reports to identify trends or significant problems
5. Respond to incidents to restore normal operations as quickly as possible with the least possible impact on either the business or the user, at a cost-effective price.
a. Prioritize incidents based on impact and urgency
b. Investigate and diagnose incidents
c. Resolve incidents and recover service per agreed SLA
d. Document incident cause and prevention of recurrence
e. Close incident and monitor and track for agreed timeframe
f. Manage vendors as necessary
/Project Task Delivery 10% Participate and provide technical leadership on projects that fall within departmental responsibilities and objectives. This would include implementation of new infrastructure in support of business projects, and operational engineering of existing infrastructure, in pursuit of global standardization, simplification, improved operational support, and cost optimization; with a focus on adherence to RETS and industry best practices for infrastructure design, technologies, components and configurations to ensure ongoing functional operation and supportability.//
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1. Review preliminary design recommendations, and identify technical or operational risks which negatively impact RETS support or ongoing operations of infrastructure/services.
2. Define the multiple tasks required to complete the project.
3. Assign the appropriate resources.
4. Validate and identify if support staff training is required due to new design model, new technologies, or new vendors.
5. Ensure all process documentation is provided and reviewed for accuracy and completeness including design documents, turnover documents, test and certification documents, and maintenance and support information.
6. Planning, coordination and communications of planned infrastructure implementations and changes with key stake holders, peer support and 3rd party vendor organizations.
7. Validate proof of concept and appropriate lab testing performed on new technology.
8. Review and identify ongoing opportunities for infrastructure optimization and supportability.
9. Manage to timelines and objectives
/Change & Release Engineering 10% Ensure that standard methods, processes and procedures are used for efficient and prompt handling of all changes to the IT environment to minimize the number and impact of any related incidents upon service to the business. Manage multiple software changes in a release by package preparation and deployment of software releases that are made to the certification and production environments/
1. Technical assessment and review of Change or Release Requests for the impact, benefit, risk, complexity, processes, procedures, and sequence of planned changes and releases.
2. Obtain business justification of proposed changes and releases
3. Raising and recording of changes or releases including required change management or release management information for organizational assessment and approval
4. Follow current procedures to document the change or release as well as moving them through the approval process
5. Managing, coordinating, & communicating implementation, ensuring that it is properly checked out and validated by the appropriate team
6. Follow current procedures to close the change or release, or mark it as failed.
7. Reviewing and closing of change or release requests with details of the results
Incident Management 5% Ensure the Data Center Operations to restore service operation to within Service Level Agreement limits as quickly as possible with a primary focus on service restoration./Minimize the adverse effect on business operations, thus ensuring that the best possible levels of service quality and availability are maintained./
1. Monitor and review incoming incidents, assessing business impact, severity, based on facts and details provided. Follow-up with originator to obtain additional information or clarity as needed to pursue resolution.
2. Respond to requests for assistance quickly
3. Prioritize incidents based on impact and urgency
4. Investigate and diagnose using testing methodologies, network monitoring tools, documentation, and other various troubleshooting techniques to identify actions for service restoration.
5. Efficiently work to understand the incident, diagnose the situation, propose solutions, and implement the optimal recovery for restoration of service as quickly as possible
6. Update the incident with progress and resolution details
7. Maintain ownership, monitoring, tracking and communication about incident as needed
/Tactical Objectives & Service/Work Requests 5% Lead the assessment and fulfilment of the tactical objectives and service requests of the Reed Elsevier organization for all systems that fall within the team’s scope of responsibility including; requests for information, documentation, reports; and implementation, modifications, and decommissioning of infrastructure components//
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1. Investigate, obtain, and review information as needed to fulfil the Objective, Service Request or Project task including vendor quotes, documentation, design reviews, risks, and complexity.
2. Coordinate all Tactical Objectives with other organizations
3. Work with Project Management to gather, review, clarify, and understand the work needed for a project
4. Monitor and review assigned service requests, assessing scope, business impact, severity, based on facts and details provided. Follow-up with originator to obtain additional information or clarity as needed to pursue fulfilment.
5. Prioritize all work based on impact and urgency, or defined service levels
6. Provide expected result to meet the Objective, Service Request or Project task service level, and for all infrastructure modifications submit required change management ticket.
7. Provide the appropriate documentation for the completion of the Objective, Service Request or Project Task including keeping any control ticket current with updates and resolution details
8. Ensure that all standard processes and procedures are followed as the results are implemented in the appropriate Development, Certification, and Production environments
9. Provide documentation and do an Infoshare to the team for turnover and cross-training purposes
/RAP 5% Maintain Reliability Availability & Performance through continuous improvement initiatives and core processes/
Monitor, proactively investigate, and restore availability of systems
1. Work with RETS, CPM, and the Business to identify opportunities to improve, fix, and correct RAP
2. Be aware of upcoming changes, releases, and projects that could affect RAP
This position is part of Reed Elsevier Technology Services (RETS), which provides IT infrastructure, services and support for Reed Elsevier business divisions worldwide. RETS is responsible for global data center operations for the company's applications, product platforms and business systems; end-user computing; enterprise services; a global service desk; IT security and governance and end-to-end IT management. RETS is leading strategic technology initiatives including a new global-wide area network, unified employee communications and migration of products to the cloud. RETS, a division of Reed Elsevier, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact HR-Careers@lexisnexis.com.
*Key Competencies:*
/Leadership Competencies:/
Values Customer Insight, Collaboration Across Businesses and Borders, Initiates and Leads Change, Identifies and Develops Quality Talent, Inspires and Motivates Others to High Performance, Accountable for Driving Results, Makes Timely and Informed Decisions, and Ability to Take Risks
/Technical Competencies:/
Technologies, Commercial Vision, Personnel Management, Building Partnerships, Facilitating Change, Risk Management, Application Knowledge, Acceptance, Prioritization, Customer Management, Policy & Standards, Portfolio Management, Investment Planning, Budgeting, Sourcing, Technical Documentation (Design, Processes, Procedures), Quality Management, Problem Management, Incident Management, Asset & Configuration Management, Capacity Planning, Change Management, Availability Management, Follow up, Requirements Gathering, Release Management , Applied Learning, Troubleshooting Analysis, Infrastructure Knowledge, Work Standards, Initiating an action, Quality Orientation,
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Required Education and Experience:*
1. Bachelor’s degree in Computer Science or other related field preferred
2. 5-10 plus years of related work experience preferred
3. Relevant certifications
4. Ability to work independently and mentor others
5. Good verbal and written communications skills
**Organization:** **Reed Elsevier Corporate*
**Title:** *Sr Systems Engineer*
**Location:** *NA-OH-Dayton*
**Requisition ID:** *REE004KD*