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  • 13 - 15 Years
  • Posted : above 1 month

Job Description:

Senior Data Center Engineer - Windows & VMWare MS Services Engineering Bangalore, India Looking for the next step in your career Enjoy a challenge Do you have an ambition for innovation Want to make a difference

If you join our growing global team, youll be working for an industry leader with offices across five continents, in over 47 countries and more than 28 000 employees You will work with some of the leading world brands across the Fortune 100 and Fortune 500 companies who are all relying on Dimension Data to help them use the power of technology to achieve their ambition in this digital eraYoull be part of a team whos passionate about making a difference to the way technology shapes how we live and work whether its protecting the rhino, connecting the G20 Summit, or revolutionising cycling, giving you the opportunity to do great things

Youll be joining a Global Top Employer, recognised for investing in talent because people are at the heart of our success You provide the skills, passion and ideas, and well provide the platform to realise your ambitionsGreat talent Great teams Great work Great opportunities

Want to be part of our team

The role is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively monitoring, identifying, investigating and resolving technical incidents and problems and to restore service to clients by managing incidents to resolution Their primary objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA) The MS Services Engineer (L2) focuses on second line support for incidents and requests with medium to high level of complexity

What youll be doing

Stakeholder engagement Internal engage with internal Service desk and L1 services engineering team for any support related issues, provide assistance, instructions and general direction to L1 engineers and manage escalation of incidents to L3 teams or 3rd party vendors aligning to agreed SOPs for all such engagements Provide updates to cross functional services or client advocacy on incidents / tickets that require their attention
External proactively act as first-line technical support for clients (including the analysis, assignment and escalation thereof)

Value Chain Linkage Managed Services Operations Center
Managed Services Center of Excellence (CoE)
Managed Services Transition
Managed Services Cross Functional Services

Skills and attributes

Managed Services

Identifies and resolves technical problems and fulfills requests following agreed procedures Uses technical knowledge along with standard tools to diagnose, troubleshoot and resolve incidents Plans and carries out agreed maintenance and proactive tasks and fulfills requests as required Works with L1 and L3 engineering teams for changes, capacity, continual service improvement, identifying opportunities to increase efficiencies

Service Level Management

Proactively monitors the ticket queues along with consistent updates of the tasks completed to confirm the resolution of incidents or completion of requests within agreed SLAs Monitors work queues (for example Incident, Request, Problem) to ensure tasks are completed within agreed SLA Tracks work queues and escalates to Team / Tech Leads for any possible SLA breaches

Incident Management

Follows work instructions / SOPs along with inherent technical capabilities to identify, analyze, diagnose and resolve incidents and requests Interacts with client to gather additional info to enable faster resolutions of incidents / requests Actively analyses incidents / requests to produce knowledge articles enhancing knowledge base as quick referral for Service Desk and L1 teams increasing First time resolutions Actively contributes and works with automation teams for effort optimizations and automating routine tasks

Configuration Management

Applies tools, techniques and processes to track, log, report on and correct configuration items, components and changes Identifies root cause of non-compliant configuration items and takes ownership to remediate Also ensure no unauthorised changes are executed on the CI

Problem Management

Investigates and analyses the tickets, processes and logs problem tickets for solution / permanent fix Actively contributes to the problem management process and takes ownership for problem tickets assigned to him / her Engages and work with L3 engineering team for appropriate decisions and work for implementation of the necessary corrective and preventive actions

Teamwork

Actively collaborates with local and global teams for effective working Adapts to global work culture and coaches junior team members and also L1 engineers and Service Desk teams Actively networks with CoEs and cross functional teams Participates in all team events and organisation initiatives

Work Outputs

Monitor operational infrastructure

The MS Services Engineer (L2) takes the lead in establishing monitoring for client infrastructure They leverage standard tools and processes to respond and resolve incidents and requests in a timely manner meeting agreed SLA

Identify problems and errors

Join our growing global team and accelerate your career with Dimension Data Apply today

Diversity in Dimension Data

Dimension Data is an equal opportunity employer with a global culture that embraces diversity All qualified applicants will receive consideration for employment and will not be unfairly discriminated against on any arbitrary ground including race, colour, sex, religion, national origin, veteran status, disability, gender identity, sexual orientation, or other protected category

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Software Services
Functional Area : IT Hardware : Hardware Products & Services
Role : Switching/Router
Salary : As per Industry Standards
Deadline : 16th Mar 2020

Key Skills:

Company Profile:

Company
Dimension Data India Ltdarfix

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