Our Core Competencies - ICE

Core CompetenciesFUNCTION: OPERATIONSFunctional competencies are the skills andbehaviours specific to an employee function withinour organization. The ICE functional competenciesfor Operations are:TECHNICAL KNOWLEDGE• Differentiates between a critical business impactingincident and a minor problem and resolves/escalatesaccordingly• Demonstrates an overall understanding of how systemcomponents/applications work together to create theexchange• Applies knowledge of business impacting events andhow they will effect technical systems and operationalcapacity• Consistently follows change management and othercontrol processesCUSTOMER SERVICE & QUALITY• Remains calm and works well under stressful conditions• Completes work in the most efficient way possible while paying thorough attention to detail to ensure work is timely and error free• Responds quickly and accurately to internal (ICE) and external (customer) inquiries and provides complete information• Insures proper communication channels are followed when customer impacting events occur• Treats customers fairly and with professionalism, even when faced with an upset or angry customer• Applies knowledge of appropriate customer communications to craft messages that ensure delivery of unbiasedinformation that does not add additional risk to ICEINNOVATION• Identifies new technologies, applications, and process changes to continually improve efficiency or technology performance• Assesses potential solutions and improvements for cost-effectiveness• Constantly evaluates the changes in business and operations and looks to improve established processes and procedures• Stays current with technical trends