Senior SLA at Computacenter

Description

• Provide platform support to Microsoft System Centre deployments that underpin business critical services. Management, maintenance, and administration of enterprise scale SCOM & SCCM deployments and data collections as well as endpoint management support.

Requirements

Job Description

• Excellent verbal and written communication skills
• Possess proficient analytical and decision-making skills
• Demonstrated capacity for gathering and scrutinizing data to identify issues, opportunities, and patterns
• Good awareness of Industry trends.
• Ensure that SCCM is stable, optimally configured and effectively managed.
• Ensure compliance by proactively ensuring that the latest patches and/or hotfixes are applied.
• Provide second line incident management (diagnosis, investigation, resolution), as well as technical project implementation services to Computacenter’s customers.
• Work with incident management, service desk, other technical teams and the customer as required.
• Understand SLAs in a production environment and proactively strive to meet the commitments.
• Provide detailed and effective communication to internal teams and customers.
• Work directly with vendors to identify innovative solutions and actively apply those solutions for customer issues.
• Follow through on issues with vendors for a timely resolution.
• To be an integral team member identifying and contributing to customer service improvement suggestions, initiatives, and solution realisation to all of Computacenter’s customers
• Out-of-hours rotational standby
• Ad-hoc out of hours work as required for changes and project work

Essential Knowledge/Skills

5 years’ experience in the following areas:

Main Duties.

• Ensure that SCCM is stable, optimally configured and effectively managed.
• Ensure compliance by proactively ensuring that the latest patches and/or hotfixes are applied.
• Provide second line incident management (diagnosis, investigation, resolution), as well as technical project implementation services to Computacenter’s customers.
• Work with incident management, service desk, other technical teams and the customer as required.
• Understand SLAs in a production environment and proactively strive to meet the commitments.
• Provide detailed and effective communication to internal teams and customers.
• Work directly with vendors to identify innovative solutions and actively apply those solutions for customer issues.
• Follow through on issues with vendors for a timely resolution.
• To be an integral team member identifying and contributing to customer service improvement suggestions, initiatives, and solution realisation to all of Computacenter’s customers.
• Be IT Security conscious at all times

Essential Knowledge/Skills.

• MS System Center Operations Manager
• MS System Center Configuration Manager
• Intune
• Windows Server 2008R2 – 2019 including Clustering, WMI, Perfmon
• SQL understanding including report authoring
• Network Fundamentals, TCP/IP, SNMP
• Good knowledge of IT platforms, equipment, and applications.
• Nomad

Desirable Knowledge/Skills

• Experience in previous monitoring, discovery, or server / network automation products.
• PowerShell Scripting.
• Azure Stack
• Night Watchman
• Virtualization knowledge – VMWare and Citrix
• Storage Device Understanding

Essential Qualifications

• Grade 12
• MCSE or equivalent

Desirable Qualifications

• ITIL Foundation
• Microsoft Private Cloud Certified.
• Relevant IT diploma or Degree.

Behavioural Characteristics or Competencies

Professional / Cognitive skills

• Strong written and oral communication in English is a must.  Strong presentation skills are considered an asset
• Strong and proven troubleshooting ability in a large scale, fast-paced operations environment
• Demonstrated ability to work independently and manage time to support multiple high-priority objectives simultaneously
• Ability to make timely and sound decisions under conditions of uncertainty and / or stress
• Ability to design solutions and develop plans that are appropriately comprehensive, realistic, and effective in meeting the stated goals of both Computacenter and its customer base
• Ability to manage client and management expectations, keeping all stakeholders informed about projects and / or incidents
• Ability to adjust plans to respond to changing business priorities
• Excellent planning and organizational skills with an ability to understand the long-term ("big picture")

People Skills

• Ability to work collaboratively within a team sharing ideas and gaining consensus on a proper solution
• Effective and personable communication with customers and vendors to achieve desired results
• Ability and desire to mentor teammates on areas of expertise, helping raise the collective knowledge of the team
• Desire and drive to attain results and closure on issues even if faced with resistance & reluctance
• Reliability and commitment to getting the job done (including after hours as required