• Perform troubleshooting in production environments; • Conduct root cause analysis for high-impact incidents; • Analyze technical tickets related to incidents and service requests; • Identify the business impact of incidents; • Propose workaround solutions for issues; • Participate in initiatives that support internal operational routines; • Develop and enhance monitoring and technical alerts.

• Design, build, and maintain a secure, scalable Windows ecosystem for Akamai's global workforce. • Deploy and manage critical services connecting thousands of endpoints. • Analyze, research, and resolve complex technical issues focused on Windows OS. • Collaborate with engineers on documentation, testing, implementation, escalation, and serve as a liaison to the Solution Center. • Administer, configure, and maintain Akamai's global Windows fleet using group policy, registry settings, Kace, and Workspace One MDM tools. • Design and optimize client OS deployment workflows with management tools and scripting, managing drivers, configurations, upgrades, and maintaining infrastructure. • Implement and maintain effective patch management strategies for Windows OS and third-party software, ensuring timely testing, staging, and rollout processes. • Write, test, and maintain scripts (Powershell, VBS, Batch) for automating administrative tasks, enforcing configurations, and deploying software. • Provide Tier 3 engineering support for complex Windows issues, conducting root-cause analysis, documenting solutions, and ensuring availability when required. • Monitor system health, performance metrics, and compliance logs throughout the enterprise-wide Windows infrastructure.

• Serve as a primary IS point of contact for client and business stakeholders, partnering closely to understand operational needs and deliver effective technology solutions. • Provide consultative guidance on system capabilities, enhancements, and strategic improvements. • Translate complex business requirements into scalable technical solutions. • Collaborate with IS leadership and peer senior analyst to ensure consistent prioritization, communication, and service delivery. • Act as a subject matter expert (SME) for FACS or comparable platforms. • Perform advanced system analysis, solution design, and implementation of complex enhancements. • Execute detailed data mapping, including creation and modification of tables, fields, and integrations. • Lead upgrades, releases, and ongoing maintenance of systems and dialing platforms. • Serve as a senior escalation point for diagnosing and resolving complex issues. • Monitor system performance and ensure stability and data integrity. • Provide after-hours support as needed. • Design and implement innovative solutions to improve performance and efficiency. • Identify inefficiencies and recommend strategic improvements. • Lead complex IS initiatives from concept through deployment. • Ensure delivery on time and aligned with business objectives. • Develop and maintain reporting systems and analyze data trends. • Ensure data accuracy and compliance. • Support onboarding of new business through system configuration and integration. • Maintain system documentation and collaborate with external vendors.

• Perform activities related to the development, deployment, and monitoring of systems, evaluating the functional and non-functional requirements received to develop or maintain system features, overseeing and monitoring deployment and performance, and applying development best practices.