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MS Services Engineer (L4)

Keywords / Skills : MS Services Engineer, Service Now, IT service management, IT operations, ITIL, Incident Management, Configuration Management, Problem Management

8 - 12 years
Posted: 2019-11-18

Industry
IT/Computers - Software
Function
IT
Role
Software Engineer/ Programmer
Posted On
18th Nov 2019
Job Description
Job Profile: MS Services Engineer (L4)

Job Profile Summary

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.

Job Description Stakeholder engagement

Internal: Internal Service Desk, L3 services engineering team, MS Engineers L1 and L2,

region, country & group

External: Clients, Vendors

Value Chain Linkage

● Managed Services Operations Centre

● Managed Services Centre of Excellence (CoE)

● Managed Services Transition

● Managed Services Cross Functional Services

● Managed Services Management


Skills and attributes

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.

Teamwork:

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.

Work Outputs 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

● Service Desk Manager

● MS Team Lead (Operations centre)

● Incident Co-ordinator (Cross Functional Services)

Education Required

● Degree or relevant qualification in IT/Computing

● Preferred: Masters in computer sciences

Certifications Required

● ITIL certification

At least one mid-Level certification relevant to CoE - Ex – CCNP for networks, MSCE for

Windows Server Data Center CoE (Add MCS and MCSfM certs in this section)

● Scripting knowledge such as Python, PERL etc

● Cross technology skills Ex Windows server L4 along with UNIX or Storage skills.

● Cisco Certified Network Associate - Routing and Switching (CCNA-R/S)

● Cisco Certified Network Associate - Wireless (CCNA-WL)

● Riverbed Certified Solutions Associate - WAN Optimization (RCSA-W)

● Cisco Certified Network Associate - Security (CCNA-SEC)

● Juniper Certifications

● Meraki Certifications

● MCSA, MCSE, RHEL, VCP

● MS-IIS Server

● Citrix Metaframe

● Cisco Certified Network Associate - Data Center (CCNA-DC)

● Cisco Certified Network Associate - Video (CCNA-VID)

● Cisco Certified Network Associate - Voice (CCNA-V)

● CCIE

● Microsoft Certified Master (or similar)

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

● 8-12 years of relevant managed services experience

● Must possess essential and operational knowledge in ticketing tools, preferably Service Now

● Deep technical skills in relevant functions

● Strong client service orientation and passion for achieving or exceeding expectations

● Excellent written and verbal communication skills

● Worked in multiple large Global Enterprise client outsourcing projects

● Extensive vendor management experience

● Track record of effective shift left work management skills (moving work to junior levels)

● In-depth understanding of the IT industry and standards for IT service management

● Preferred: experience in more than one area of expertise

● Good understanding of Emerging technology and trends impacting IT operations

About Company

About Dimension Data:

Dimension Data harnesses the transformative power of technology to help organisations achieve great things in the digital era. As a member of the NTT Group, we focus on digital infrastructure, hybrid cloud, workspaces for tomorrow, cybersecurity, and network as the platform. With a turnover of USD 7.5 billion, offices in 58 countries and over 31,000 great people, we deliver services wherever our clients are, at every stage of their technology journey. Accelerate your ambition.
In Asia Pacific, we operate in 50 offices across 13 countries. We help clients enable technology, operate their IT infrastructures and transform technology solutions that deliver value. It combines an expertise in networking, security, customer experience (CX) and collaboration, data centre and end-user computing, with advanced skills in IT outsourcing, IT-as-a-Service, Systems integration services and training.

Great Place to Work : Recognized as a Global Top Employer for the second year running.

If you’re passionate about making a difference and believe that technology can enable greatness … you’ve come to the right place. Accelerate your career with Dimension Data.

For more visit :www.dimensiondata.com
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