Advisor, Service Delivery
Dell
Cairo, Egypt
منذ 15 يوم

Group : Infrastructure Managed Services

Role : Advisor, Service Delivery

We are currently looking for a talented and driven professional to join our Infrastructure Managed Services team as a Advisor, Service Delivery to support our customers.

This is an excellent opportunity to work in a growing organization supporting leading edge products. Our team leverages ITIL standards and proven best practices, and proprietary operational processes.

Description :

The Advisor, Service Delivery will be part of a 24

  • 7 dedicated operations project which covers a global install base of EMC VNX, Unity, Isilon and ECS products. The team is responsible for the day to day implementation, administration, monitoring, incident management and request management for our customers.
  • Provide critical, pro-active monitoring of Application, File-based & Object-based storage and VM Environments
  • End to end incident, request and change management
  • Properly escalate unresolved queries to the next level of support
  • Follow up with customers, provide feedback and see problems through to resolution
  • The employee needs to help solve L1, L2 and L3 issues across the solution and be conscious about SLA and process adherence, written and spoken communication, and speedy resolution.
  • Regularly provides support in a complex information infrastructure environment with the need to integrate EMC products and systems with other EMC and non-
  • EMC computer systems being operated by customers.

  • Works closely with peers and internal SMEs to increase knowledge and resolve customer issues.
  • Use of trouble-shooting tools, content and analytical practices to help determine best way to resolve identified and unidentified problems
  • Experience and skills combining reporting data from different sources to create complex reports and automate reporting
  • Skills and Responsibilities :

  • BS degree in Information Technology, Computer Science or equivalent
  • Qualified candidates must have a minimum of 5 years' experience working in a similar role with a proven track record.
  • Problem solving and troubleshooting skills
  • Proficient experience in operating IT (unix, Linux, Network, Windows, Storage )
  • Proficient experience with running VMware environment is a plus
  • Scripting experience
  • Knowledge of EMC hardware / software products would be an advantage
  • Working knowledge of ITIL principles and SLA adherence
  • Ability to work in a high-pressure environment.
  • Collaborates well with other engineers and other engineering groups, voluntarily shares information
  • Organizes and delivers knowledge sharing sessions to team members and customer
  • Excellent verbal and written communication skills and email etiquette
  • Documentation of processes, issues and reports when required
  • Participation in customer meetings and weekly operations meetings with the remote teams.
  • Operates as a team player and collaborates well cross-functionally
  • Excellent customer service skills and exceed customers’ expectations with a strong customer service orientation
  • Demonstrate the ability to assess and respond appropriately to customer issues in a professional manner.
  • Willingness and enthusiasm to learn and progress.
  • Ability to multi-task and perform under pressure.
  • Occasional travel may be required
  • On call may be required
  • Working on weekends may be required
  • Location

    Dell provides the technology that transforms the way we all work and live. But we are more than a technology company we are a people company.

    We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities.

    We can’t wait for you to discover this for yourself as a Job title on our Job family team in Location .

    Dell customers rely on our products and services to drive progress. So we take the service we provide extremely seriously.

    Service Delivery is all about making sure our technical solutions help clients fulfil their priorities, challenges and initiatives.

    As trusted advisors, we build in-depth knowledge of what each client wants to achieve. Then we make sure the services delivered by Dell deliver on all our promises.

    We also work closely with Sales and Global Services colleagues to develop strategic account growth plans, and to identify and pursue sales opportunities.

    Key Responsibilities

  • Max 5 - 7 bullet points with a small introduction.
  • Essential Requirements

  • Max 5 - 7 bullet points (key education must be included in this section).
  • Desirable Requirements

  • Max 0 - 5 bullet point of requirements that may be helpful, but not necessary
  • Benefits

    We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities all to create a compelling and rewarding work environment.

    If you’re ready to both champion and challenge world-class services on a global stage, this is your opportunity to develop with Dell.

    Closing date : xx xxxxxxxxx 20xx .

    Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.

    All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and / or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.

    Dell will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Dell here.

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