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, you’ll 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 era.
You’ll be part of a team who’s passionate about making a difference to the way technology shapes how we live and work whether it’s protecting the rhino, connecting the G20 Summit, or revolutionising cycling, giving you the opportunity to do great things.
You’ll 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 we’ll provide the platform to realise your ambitions.Great talent. Great teams.
Great work. Great opportunities.
Want to be part of our team?
The role is responsible for ensuring a managed service is provided to all clients, to ensure that their IT infrastructure and systems remain operational.
This is done through proactively managing, overseeing, monitoring, investigating and resolving escalated technical incidents and problems to ensure the restoration of these services to the clients.
The primary objective of this role is to proactively review all client requests or tickets and apply technical process knowledge to provide the clients with almost immediate resolution without breaching service level agreement (SLA).
The MS Services Engineer (L4) focuses on forth line support for escalated incidents and requests with a high level of complexity.
Ensures contracted Managed Services outcomes are delivered to the client.
Value Chain Linkage
Managed Services :
Resolves escalated technical problems / tickets and fulfills requests following SLA agreed procedures. Uses specialized technical knowledge along with standard methods and tools to diagnose, troubleshoot and resolve incidents.
Plans agreed maintenance and proactive tasks to fulfill requests as required. Works with L3 engineering teams for changes, capacity, continual service improvement, Formulates processes to increase efficiencies in efforts to ensure uninterrupted operations for the client. .
Service Level Management :
Ensures that service delivery meets agreed service levels. Maintains the clients catalogue of services Diagnoses service delivery problems and initiates actions to maintain or improve levels of service.
Establishes and maintains operational methods, procedures and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency Tracks work queues and escalates to Team / Tech Leads for any possible SLA breaches.
Incident Management :
Ensures that incidents are handled according to agreed procedures. Investigates escalated incidents to responsible service owners (vendors) and seeks resolution.
Facilitates recovery, following resolution of incidents. Ensures that resolved incidents are properly documented and closed.
Analyses causes of incidents, and informs service owners (vendor) in order to minimise probability of recurrence, and contribute to service improvement.
Analyses metrics and reports on performance of incident management process. Actively contributes and works with automation teams for effort optimizations and automating routine tasks.
Configuration Management :
Manages configuration items (CIs) and related information. Investigates and implements tools, techniques and processes for managing CIs and verifies that related information is complete, current and accurate.
Problem Management :
Ensures that appropriate action is taken to anticipate, investigate and resolve problems in systems and services. Ensures that such problems are fully documented within the relevant reporting system(s).
Enables development of problem solutions. Coordinates the implementation of agreed remedies and preventative measures. Analyses patterns and trends.
Actively collaborates with local and global teams for effective working. Adapts to global work culture and coaches junior team members and also L3 engineers and Service Desk teams.
Actively networks with CoEs and cross functional teams. Participates in all team events and organisation initiatives.
Knowledge Management :
Creates, updates, shares, manages and maintains knowledge with an objective of improving performance of the operations organization.
Improving first call resolution, updating knowledge articles with latest information, coaching and mentoring other engineering levels and cross functional services are some focus areas for this role.
Architecture Management :
Establish, maintain and manage set of guidelines and principles to baseline and business as usual (BAU) management of clients’ environment.
This includes reviewing and baselining service architecture, technical and infrastructure design, identification of any gaps that could impact contracted client outcomes.
Definition and recommendation of a mitigation plan for such gaps, where applicable and feasible, to all stakeholders.
Incident Management :
The MS - Services Engineer (L4) proactively identifies, investigates, analyses issues and errors prior to or when they occur and log all such incidents in a timely manner.
By capturing all required and relevant information to ensure immediate resolution. This position is responsible for providing forth level support for all escalated incidents, requests and identifies the root cause of incidents and problems.
The MS - Services Engineer (L4) provides support to client where the ticket is highly technical or sophisticated in nature by responding to tickets where third line engineer teams were unable to fix the problem.
The The MS - Services Engineer (L4) will provide timely escalation of all tickets to management and systematically gather relevant information by applying technical knowledge to analyse and use highly technical troubleshooting practices.
Change Management :
The MS - Services Engineer (L4) must be proficient in change management process with an ability to plan, monitor and execute changes with clear identification of risks and mitigation plans to be captured into the change record.
This position is responsible for supporting, tracking, and documenting change implementation. The MS - Services Engineer (L4) actively contributes to the change management process by logging all change requests with complete details for standard and non-
standard including patching and any other changes to configuration Items. They ensure all changes are carried out with proper change approvals.
Shift handover & Support :
This position is responsible for ensuring that the shift hand over process highlights any key escalated, open tickets to be focussed on along with a handover of upcoming operation critical tasks to be carried out in the next shift.
This is done in order to prevent any delay in the overall resolution time. The MS - Services Engineer (L4) communicates with other teams and clients for extending support and acts as emergency support team as needed.
Other outputs as defined in Skills and Attributes’ section above.
Next career steps
Any of the above certifications is a plus. The MS Services Engineer (L4) is expected to gain certifications relevant to services provided.
Certifications carry additional weightage on candidate’s qualification for the role.
Work Experience Required
What would make you a good fit for this role?