Bachelor's degree in computer science, engineering, applicable degree, or equivalent work experience.- experience of progressive responsibilities within it.- familiarity with ford it support tools and processes (e.g. incident management, request management, request center)- working knowledge of it support tools and processes.- incident and request management.- status reporting and escalation.- ability to communicate and work with diverse teams.- experience of working in a global environmentford motor company is an equal opportunity employer, as we are committed with a diverse workforce, and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran and basis of disability.- works with customers and central it teams to resolve day-to-day operational issues.- interacts with suppliers for the execution of it operations.- follows corporate it standards to ensure consistent it operations across all sites.- ensures desk procedures are up to date.- executes a range of activities (e.g. root cause investigation, incident resolution) for a limited scope of processes or services.- executes business continuity plans (bcp) and disaster recovery (dr) processes when required.- identifies process and technology improvements and makes recommendations to it supervision/management.- works closely with business customers to understand and document business requirements and works with business analysts and project managers as appropriate.- works on production support and migration activities outside normal office hours when required.- ensures security management activities are instituted (e.g. Sarbanes-oxley (sox) evidence gathering, governance risk compliance (grc), and audit support and follow-up).- ensures utilization of appropriate ford processes (e.g. Itil, system development methodology, development to production checklist).- communicates effectively with the business partner and it teams to support day-to-day operations (e.g. resolving incidents, gathering sox evidence, performing disaster recovery).