Current Vacancies at NTT Ltd.

Responsibilities

Domain and industry Subject Matter Expert

• Maintain Subject matter expertise in a technology domain, multiple domains or solutions set
• Support the closure of sales based on technology domain knowledge
• Address the technology conceptual challenges during the sales process
• Maintain a high level of relevant product and service knowledge to have meaningful conversations with potential and existing clients
• Maintain awareness of the competitive landscape, market pricing, and strategy and how to penetrate a new market
• Contribute to the knowledge base of NTT Ltd’s solutions and services within a practice area or service area by sharing best practices with internal teams, as well as client teams
• Work with relevant technology vendors and ensure a deep understanding of their solutions and how they can contribute to our own solutions set

Client interaction and engagement, and understanding

• Uncover and understand client business goals
• Articulate the solution/deliverables that the client requires, as opposed to the products that they need to buy
• Articulate our value propositions throughout all steps in the sales process
• Conduct functional gap analysis and address business issues raised by clients
• Prepare and conduct client workshops and presentations
• Establish relationships with multiple client stakeholders and secure deals with clients to achieve assigned sales quotas and targets
• Use understanding of the client’s business and depth of knowledge on the technology-specific solution to personalize the recommended solution in line with the client’s need

Opportunity identification and closing sales

• Be able to spot new sales opportunities within an account and work with the sales teams to drive them to closure
• Pursue and land qualified leads identified by the client managers and other lead generation sources
• Work alongside Client Managers to support the sales process, position technology solutions, and close the deal

Execute on the sales strategy

• Support the wider territory sales plan and execute the sales strategy, and based on that define your own plan for your solution to achieve your sales targets
• Develop and maintain clear account plans for appropriate clients and targets
• Discover, forecast, and run opportunities in the medium and long-term

Defining deals

• Scope and document solutions to meet channel requirements
• Identify, assess and highlight client risks that could prove detrimental to the client’s organization and credibility

Supporting the Sales process

• Collaboratively work with sales teams, especially Client Managers, to successfully close the deal
• Partner with internal teams to ensure the scope of work and proposals are tracked and managed
• Work closely with other in-territory counterparts and matrix teams to achieve the shared goal of growth
• Use NTT Ltd.’s sales methodologies and tools such as target plans, opportunity plans, and account plans to drive the sales process
• Develop and implement an opportunity plan, to provide regular check-ins with the primary point of contact and have an established process for getting buy-in from all stakeholders

Partner Engagement

• Onboarding of new Channel Partners
• Upsell and Cross Sell across the existing partner base
• Engage Product team to arrange training for new partners
• Setting clear targets for Channel Partners and follow through on archiving targets

Knowledge, Skills, and Attributes Required

• Demonstrate success in achieving and exceeding sales and financial goals
• Mastery in developing and encouraging meaningful channel relationships up to C-level, particularly CFO’s and CPO’s
• Delivery of engaging sales presentations.
• Proficiency in team selling approach
• In-depth knowledge of competitors and ability to apply competing successful sales strategies
• Ability to define sales strategy
• You will have a client-centric approach, able to understand channel problems and find best-fit solutions
• Flexible to adapt quickly to short, new missions or urgent deadlines
• Negotiation skills to craft solutions that are beneficial to channels, partners, and NTT overall
• Strong business acumen
• Client Engagement and management Skills
• Sales Solution Skills
• You are a phenomenal teammate, you know how to drive sales teams and collaborate with them

Required experience

• Solid sales experience in a technology or services environment
• Sound understanding of IT Managed Services environment
• Demonstrable experience of solution-based selling with a proven track record of sales over-achievement
• Prior experience in selling complex solutions and services to C-Level clients
• Experience in resolving a wide range of issues in creative ways to meet targets and objectives
• Strong experience in networking with senior internal and external people in the specialist area of expertise
• Expert level capability and the ability to work independently with little instruction on day-to-day workload.

Required Qualifications and Certifications

• A Degree in a Technical or Sales field is preferred but not essential.
• Negotiation Skill methodologies such as Scotworks
• Solution Selling/SPIN skills.

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Working at NTT

To provide daily support for the existing QlikView BI environment, including call management, fixing models, investigating possible improvements, and building new ETL.

Role and responsibilities:

• Daily call management to address any issues or concerns related to the QlikView BI environment and models (SLA management).
• Fixing and maintaining existing QlikView models to ensure accurate and reliable data analysis.
• Investigating and implementing possible improvements to the QlikView BI environment to enhance performance and user experience.
• Building new ETLs to support the integration of additional data sources into the QlikView BI environment
• A well-maintained and reliable QlikView BI environment that meets the needs of its users.
• Regular reports on the status of the QlikView BI environment, including any issues, improvements, and new ETLs.

Qualification and certifications:

• A relevant bachelor’s degree or equivalent
• Related certifications

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Key Roles and Responsibilities:

• Planning, designing, and deploying security solutions.
• Collaborating with solutions architects.
• Maintaining and supporting complex security environments.
• Troubleshooting and resolving complex security issues.
• Assesses the risk of new vulnerabilities and zero-day threats and report recommendations.
• Customer engagement is conducted at a high professional level, with presence required on major incident bridges for the most complex technical engagements. Must demonstrate the ability to delegate lower complexity tasks to engineers and technicians.
• Provide quality assurance to team members.
• The individual demonstrates excellent administration ability in the form of proposal and report writing, and general project documentation development.
• The principal analyst is expected to take leadership for relevant technologies according to his/her specialisation.
• The individual displays a good understanding of business principles. At this level, individuals own high complexity design work, with guidance to the design expected. Mentorship of engineers is expected.
• Work overtime as required.
• Assist with standby as required
• Performing other tasks as defined, planned, and approved by leadership
• Monitors the external environment to gather intelligence on emerging threats, vulnerabilities, and technology.
• Creates reports and technology roadmaps and shares knowledge and insights with others.
• Work independently, with general direction from the client, stakeholders, team lead, or senior manager, to perform operational tasks to resolve all escalated incidents/requests in a timely manner within the agreed SLA.
• Timely and consistent updates of tickets with resolution tasks performed.
• Proactively identify, investigate, analyse issues and errors prior to or when they occur and log all such incidents in a timely manner. Capture all required and relevant information for immediate resolution.
• Provide forth level support to all escalated incidents, requests and identify the root cause of incidents and problems, respond to tickets where third line engineer teams were unable to fix the problem.
• Share such knowledge, to resolve issues, document them, and push the knowledge down to other engineers.
• Communicate with other teams and clients for extending support. Act as emergency support contact as needed, for critical client and business-impacting issues.
• Support, track, and document change implementation
• Proactively identify, contribute, implement, and work with automation teams for effort optimization and automating routine tasks
• Performs quality audits, covering process, service experience, ticket updates, etc as required.

Knowledge, Skills, and Attributes:

• Excellent proficiency 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
• Deep technical skills in relevant functions
• Excellent client service orientation and passion for achieving or exceeding expectations
• Excellent written and verbal communication skills
• Ability to communicate and work across different cultures and social groups
• Ability to plan activities and projects well in advance, and considers possible changing circumstances
• Ability to maintain a positive outlook at work
• Ability to work well in a pressurized environment
• Ability to work hard and put in longer hours when it is necessary
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding.
• Successful leader traits
• Problem solving skills with the ability to interpret and analyse data
• Security Frameworks, Standards and Best Practices:
• Experienced in multiple domains of cybersecurity
• Recognised subject matter expert
• Certifications (beneficial)
• Up to date and relevant ITIL certification
• CISSP, CEH, CISSP-ISSAP, TOGAF, CASP+
• Microsoft Azure certified Architect

Required Experience

• Minimum of 5 years information security related experience
• Experience in security architecture methodologies, tools and enablers.
• Hands-on experience with implementation and monitoring of various IT Security solutions.
• Excellent understanding of IT operational processes and controls including project deployments.
• Excellent understanding of regulatory requirements facing the IT environment (PCI DSS, POPIA, GDPR).
• Must be persuasive and be able to communicate cybersecurity related concepts to a broad range of technical and non-technical staff.
• Be able to map business needs to technology solutions.
• Solid understanding of security risks and preventative controls.
• Understand IaaS/PaaS/SaaS security deployments, native cloud security tools
• CASB/CSPM/CWPP capabilities.
• Substantial managed services experience
• Excellent knowledge and experience in ticketing tools, preferably 4Me /Service Now
• Worked in multiple large Global Enterprise client outsourcing projects
• Vendor management experience

Additional Job Description

• Standard career level descriptor for job level:
• Have specialised security expertise in on-premises and cloud hosted architecture.
• Works on significant issues
• Exercises independent judgment in methods, techniques and evaluation criteria to obtain results
• May supervise the activities of others
• #Dimensiondatacareers
• What will make you a good fit for the role?

Technical Knowledge:

• SIEM/SOC technologies (Azure Sentinel)
• Vulnerability Management
• Threat/risk analysis
• Firewall/IPS/IDS
• XDR Endpoint protection
• Penetration testing
• Ethical Hacking
• Azure Cloud security

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Working at NTT

SAP Application Delivery Specialist is a key function in the Customer Services Organization (CSO) division of NTT and Dimension Data that drives service excellence and value creation for NTT and Dimension Data customers. Application Delivery Specialist are the link between the delivery engine, the COE within CSO and the customers. It is their responsibility to promote and maintain long term relationships with their allotted customers by ensuring that a consistent service is delivered resulting in annuity income for NTT.

Key Roles and Responsibilities:

Business Management

• Continuous service Improvement
• Efficient and cost effective SAP Support
• Identify and communicate sales opportunities to the relevant Account Manager

Financial Management

• Accountable for the billing process (ensure that customers are billed correctly and on time)
• Calculate and inform Finance of monthly WIP provisions
• Drive a GP % of 30%.
• Contract management (ensure that delivery is aligned with the contract and that contracts with the customer are signed)
• Complete financial workbooks (forecast vs actual) on a monthly basis.
• Approve timesheets on a weekly basis.

People Management

• Manage a diverse team of resources to deliver at an optimal level of service
• Liaise with other ADMs and the COE to ensure optimal service delivery across all customers
• Risk Management and Governance
• Ensure that all billable work performed can be invoiced by ensuring that agreements are signed and required documentation is produced.
• Adhere to the Dimension Data guidelines and methodologies.

Customer Management

• Build a level of rapport and trust with identified customers to ensure ongoing business and growth
• Drive the value for the customer on an ongoing basis
• Provide regular feedback (reports on weekly / monthly basis)
• Keep customer up to date in terms of progress on incidents and service requests
• Facilitate a monthly service delivery meeting with the assigned customers
• Compile / review and approve change requests and discuss these with the customer

Core Behavioural Competencies:

• Communication
• Stakeholder Management
• Risk Management
• Innovative
• Good writing skills
• Professional conduct
• Business Knowledge/business acumen
• High Stress Tolerance
• Driven/results oriented
• Attention to detail
• Financial Management (Billing & Reporting)
• Service mind set

Knowledge Requirements:

• General business and business process knowledge – various industries
• Continuous business improvement mind-set
• Financial management knowledge and insight (Account & National Perspective)
• A solid understanding of SAP and integration
• Good understanding of technical landscapes
• Understand and deal with contract management
• Business Relationship Management
• Contract Management
• Fundamentals of Project Management
• Presentation Skills, using PowerPoint
• CS Induction

Qualifications and/or Required Experience:

• Bachelor's degree essential
• ITIL 4 Foundation: IT Service Management (Certification)
• Basic business practice experience or knowledge
• In depth knowledge of MS Office (or similar) such as Word, PowerPoint, Excel and Projects
• SMO Process Training (includes ITSM)
• Advance Excel Course
• Advance Teams Course
• Power BI Beginner’s Course
• SAP experience
• Basic project management experience

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Job Overview:

The Client Services Contract Director serves as the primary point of contact for one of Dimension Data's largest outsourced clients. In this strategically focused role, you will provide leadership, direction, and guidance to our Managed Services teams to ensure the highest standards of service delivery and the smooth operation of Managed Services engagements. Your responsibilities include high-level relationship management, client satisfaction, risk management, financial management, and collaboration with Client Delivery Managers to meet contract terms and obligations. These services are complex, span multiple global business units, and require efficient coordination and management to ensure seamless client delivery. You will also work closely with Sales teams to identify new business opportunities and monitor key Managed Services KPIs and metrics to manage service performance.

Key Roles and Responsibilities:

• Team Leadership: Lead and coach a team of one or more Service Delivery Specialists.
• Client Satisfaction: Ensure services are delivered according to agreed service definitions, Service Level Agreements, and other contracts to maintain high client satisfaction.
• Vendor Management: Collaborate with Service Delivery Management and Vendor Management teams to evaluate, select, and manage vendors/suppliers.
• Budget Management: Develop and manage an annual operating budget and oversee monthly billing.
• Contract Governance: Consult with Legal Representatives within NTT to address contract escalations.
• Growth Strategy: Review all proposals delivered to the client to ensure alignment with NTT's growth objectives and the client's best interests.
• Pre-sales Support: Contribute to pre-sales processes by providing information, effort estimations, and advice on the most optimal approach to clients.
• Stakeholder Engagement: Collaborate with various stakeholders, including Business Review Board members, Business Units, and Steering Committee, to ensure service delivery against agreed Service Level Agreements.
• Performance Excellence: Drive service delivery excellence, motivate team members, and inspire outstanding performance against Service Level Agreements.
• Contractual Negotiations: Negotiate and resolve contractual issues, including failure to meet obligations.
• Talent Acquisition: Partner with the organization to attract the right talent and ensure team members are fully utilized.
• Risk Management: Identify, communicate, and mitigate risks related to the services.
• Continuous Improvement: Develop and deliver year-on-year continuous improvement plans and efficiencies.

Knowledge, Skills, and Attributes:

• Leadership: Ability to lead and coach a team.
• Relationship Building: Ability to establish strong relationships with internal stakeholders and external clients.
• Communication: Excellent written and verbal communication skills.
• Collaboration: Strong collaboration skills, particularly with C-level managers.
• Pressure Handling: Ability to work well in a pressurized environment.
• Client-Centric: Strong client centricity.
• Business Acumen: Excellent business acumen and commercial skills.
• Analytical Skills: Highly analytical with proven negotiation skills.
• Initiative: Passionate, strong initiative, self-driven with a commitment to succeed.

Academic Qualifications and Certifications:

• Demonstrable related experience with a Bachelor's or equivalent degree; or moderate level experience and a Master's or equivalent degree; or a Ph.D. or equivalent degree without experience; or equivalent work experience.
• ITIL certification.

Required Experience:

• Demonstrated client engagement experience at a very senior level.
• Demonstrated experience in a Managed Services and/or Support Services environment.
• Demonstrated years of experience managing and leading service delivery teams and/or related services.
• Demonstrated experience working in high-pressure environments.

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Working at NTT

We are looking for a Full Stack Engineer, that is strong in Python and REACT TypeScript that:

• Designs, implements and maintains sophisticated and highly reliable systems that support the company’s business processes and operations.
• Develops high-quality production-ready code with ample test coverage to ensure maintainability, stability and durability.
• Works closely with the Development Team to deliver valuable software.
• Mentors, guides, advises and supports more junior developers.
• Works closely with Product Management to refine product requirements.
• Contributes to the evolution of the overall product technical architecture.
• Owns the quality of software.
• Continuously improves the software development life cycle and software engineering best practices.
• Understands UX
• Gives 3rd level product support.

With personal skills such as:

• Autonomy, sense of ownership and urgency.
• Excellent analytical, troubleshooting, and problem-solving skills.
• Excellent learning ability.
• Good organization and prioritization.
• Great communication.
• Customer orientation.
• Being a team player.
• Empathy.

With technical skills such as:

• Broad understanding and experience on the front-end technology stack.
• Broad understanding and experience on back-end technologies, including application servers, databases, etc.
• Experience with commercial software development.
• Solid programming skills, design patterns, etc.
• Identifying commonly occurring problems and creating solutions to solve them.
• Experience building web services APIs (REST/SOAP).
• Understanding of Internet protocols and network technologies.
• Experience of database concepts and implementation.

Required Experience:

• Minimum 4 years working experience.

Our Tech Stack

Frontend:

• React (TypeScript)

Backend:

• Python

Other tools:

• GitHub workflows
• Azure
• Docker
• Kubernetes
• ArgoCD
• ELK

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Key Roles and Responsibilities:

• Experience managing Microsoft Active Directory, Exchange on-premise and Office 365 and Windows Server in enterprise environments.
• Proactively monitors the work queues.
• Perform operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.
• Update tickets with resolution tasks performed
• Identify, Investigate, analyze issues and errors prior to or when they occur, and log all such incidents in a timely manner.
• Capture all required and relevant information for immediate resolution
• Communicate with other teams and clients for extending support
• Execute changes with clear identification of risks and mitigation plans to be captured into the change record
• Work with automation teams for effort optimisation and automating routine tasks
• Identify problems and errors before they impact a client’s service
• Contribute to the change management process by logging all change requests with complete details for standard and nonstandard including patching and any other changes to Configuration Items.
• Ensures all changes are carried out with proper change approvals
• Plan and execute approved maintenance activities
• Produce trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort
• Be willing to work USA East Coast time zone, 14:00 – 22:00 (SAST)

Academic Qualifications

• Bachelor’s degree in Computer Science or a related field preferred, not required
• Minimum of 3+ years of experience in a similar enterprise environment.
• Microsoft 365 Certified: Teams Administrator Associate
• Microsoft 365 Certified: Messaging Administrator Associate

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Want to be a part of our team?

The role of Skilled Business Development Representative is a pre-sales persona prospecting for new client leads for clients interested in technology products and basic services. Leads are passed onto the sales teams such as Client Partners or Inside Sales Development Representatives for further qualifying leads and following up. Lead types are often for clients in the mid-market segment with specific technology-based needs. Most of the Lead Generation Representative’s time is spent on prospecting for leads. They may often partner with the marketing demand generation team that may generate leads through campaigns, social media, or specific client or industry events.As a Lead Generation Representative, you will have the opportunity to generate leads that in the end will contribute to the overall sales cycle and our sales targets.

Working at NTT

Generate and qualify leads:

• Identify, qualify and deliver sales leads across all products
• Use various channels such as phone, networking, or social media to generate leads
• Builds and harvest communities of social interest online via multiple forums; use social media presence to generate opportunities
• Maintain and expand a pipeline of early-stage leads.
• Initiate the sales process, but is not responsible for closing any sales
• Nurture prospect accounts and move them from marketing qualified leads to sales qualified leads.
• Serve as the primary resource for the researching and prospecting of qualified new business leads via the internet, media, and other social interests.

Apply the sales cycle and tools:

• Collaborate with internal stakeholders and use a basic understanding of NTT business, solutions & technology to hand over at the qualification stage.
• Ask potential clients questions to gather and analyze relevant information (i.e. budget, key stakeholders, and pain points) to distinguish needs and aid others in solution building for identified issues for IT buyers.
• Document and explain clients’ desired outcomes strategically for specific opportunities.
• React to client’s current needs and Initiate relationships and develop rapport with prospects by anticipating needs and understanding the unique client environment.
• Conduct sales conversations with potential clients.
• Update and maintain leads and opportunities in Salesforce.com based on contacts with prospects
• They’re also responsible for following up with sales to ensure salesforce is updated and also chase up on the pipeline values to be added to the opportunities.
• They also work with sales to set up meeting with the potential clients.
• They’re responsible for performance reporting and data analysis to identify gaps and opportunities to grow pipeline.

Knowledge, skills and attributes

• ​Have a proactive approach to generating leads, collaborating with others, and following through on leads
• Detailed orientated
• Excellent verbal and written communications skills and awareness to communicate and engage with prospective clients
• Social-media and tech-savvy

Education and experience

• High school diploma
• Bachelor's degree in Marketing or Business is desirable
• Must have experience in a similar role such as technology or software telesales type role, or in a business-to-business lead generation role or inside sales experience
• Working experience with Salesforce.com or other sales automation or prospecting toolsLead generation using web-based and social media type platforms

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Key Roles and Responsibilities:

• Monitors client infrastructure and solutions
• Identify problems and errors prior to or when they occur
• Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction
• Investigate first line incidents assigned and identify the root cause of incidents and problems
• Fulfill approved requests following agreed procedures
• Provide telephonic or chat support to clients when required
• Execute approved maintenance activities including patching and configuration changes
• Follow the required handover procedures for shift changes to ensure service continuity
• Report and escalate incidents where necessary
• Ensure the efficient and comprehensive resolutions of incidents and requests
• Proactively identify opportunities for work optimization
• Update existing knowledge articles or create new ones
• Identify opportunities for work optimization including opportunities for automation of work, request fulfillment, incident resolution, and other general process improvement opportunities.

Knowledge, Skills, and Attributes:

• Ability to communicate and work across different cultures and social groups
• Ability to plan activities and projects well in advance, and takes into account possible changing circumstances
• Ability to maintain a positive outlook at work
• Ability to work well in a pressurized environment
• Ability to work hard and put in longer hours when it is necessary
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
• Ability to adapt to changing circumstances
• Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey

Academic Qualifications

• Diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)

Advantageous certifications:

• Up to date and relevant ITIL certification (Foundation Level)
• 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)
• Check Point Certified Security Administrator (CCSA)
• Check Point Certified Security Administrator NG with Application Intelligence (CCSA-NG AI)
• VMware Certified Professional vSphere
• IP, WINS, DHCP, DNC, etc
• MS-Office, MS-Outlook, Symantec Backup Exec, Symantec EndPoint Protection, Symantec System Recovery, Citrix Go-To-Assist
• MS-Active Directory
• MS-Windows Server
• MS-Windows XP Professional
• MS-Windows Terminal Server
• MS-Exchange Server
• MS-SQL Server
• MS-IIS Server
• Citrix Metaframe
• Switches and Routers
• SonicWall Firewalls and SSL VPN Security Appliances
• Cisco Firewalls and Routers
• Cisco Certified Network Associate - Data Center (CCNA-DC)
• MCSA+VCP, RHCE, or equivalent
• Cisco Certified Network Associate - Video (CCNA-VID)
• Cisco Certified Network Associate - Voice (CCNA-V)

Additional certifications

• Cisco Certified Network Professional - Routing and Switching (CCNP-R/S)
• Cisco Certified Network Professional - Wireless (CCNP-W)
• Cisco Certified Network Professional - Security
• Check Point Certified Security Expert (CCSE)
• Certified Partner SE - Security
• Cisco Certified Network Professional - Data Center (CCNP-DC)
• Blue Coat Certified Proxy SG Professional
• Cisco Certified Network Professional - Voice (CCNP-V)

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Working at NTT

Primarily responsible for proactively identifying, investigating, and resolving technical incidents and problems by restoring service through managing incidents to resolution. Focused on second line support for incidents and maintains the Data Centre or End-user Computing environmental and monitoring equipment. They are also responsible to maintain all technical documentation for their respective technologies, including mentoring their peers and being a technical escalation point for their peers.

In this position you will be required to:

• Ensure the infrastructure/platform is configured, installed, tested and operational as per requirements.
• Provide End-user Computing support to clients which includes provisioning, asset management, monitoring, implementation, troubleshooting and support for End-user Computing operations and related infrastructure.
• Identify problems and errors prior to or when they occur and log all such incidents in a timely manner with the required level of detail.
• Take full ownership for managing the incident to resolution within the service level conditions.
• Perform level 2 server, workstation, and network troubleshooting.
• Manage and Maintain SCCM agent health and coverage for the customer estate.
• Perform daily health checks on the SCCM environment.
• Perform the necessary hand over procedures in cases where shift work is required.
• Produce breach and other reports to identify failures and shortcomings.
• Available as technical escalation point for other Engineers
• Facilitating internal audits to ensure that clients conform to their own business standards and recommendations by their partners and governing authorities.
• Standardization of all required documentation
• Development and adoption of ITSM Knowledge Base articles
• Assist in benchmarking industry standards.
• Provide telephonic support to clients when required and update the relevant systems as per Dimension Data procedures.
• Manage/Maintain Microsoft Security Updates (Patch Management) using SCCM.
• Perform Software deployments and Enterprise-wide software rollouts using SCCM.
• Maintain/Improve SCCM Client Agent coverage for the client’s environment.
• Provide SCCM Reports as per client requirements.
• Manage/Maintain SCCM security.
• Manage/Maintain OSD (Operating system Deployment)
• Upgrade and patch the SCCM Current Branch Platform as and when new versions are released.
• Advise, Recommend, and implement improvements as new features are introduced into SCCM.
• Review release notes and adjust the Configuration and settings to SCCM platform and supporting infrastructure to align with the changes to the product to ensure.
• Review, revise and maintain Technical Design and As-Built documents as changes and upgrades are made within the SCCM Platform.
• Service, upgrade and maintain Windows 10/11 and Office 365 products as per Dimension Data procedures.
• Co-Management of Client devices with Intune and Cloud Management Gateway
• VMWare Workspace ONE – Manage Devices, Console and

Qualifications required:

• 70-243 - Administering and Deploying System Center 2012 Configuration Manager – Beneficial
• A+, N+ and Relevant IT Diploma or Certification
• MD100/101,102 – Advantageous

Required Experience:

• 3 Year experience in supporting SCCM environments.
• Solid experience supporting Workstations and Server Operating Systems
• Solid understanding of Network technologies

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Key Role and Responsibilities:

• Oversee engineering and operations of infrastructure service platforms and/or software across multiple technologies.
• Mobilise team resources to respond to situations where standard procedure have failed to fix problems in non-functioning infrastructure platforms and/or software. This includes ensuring the participation of shared resource models responsible for services into the client environments.
• Drive profitability and company growth by executing the infrastructure engineering and operations strategies.
• Collaborate closely with development, partners and vendors on design, reliability, and maintenance issues.
• Oversee vendor performance, spend optimisation and risk management where applicable.
• Identifies new technology solutions and works closely with business owners to forecast future needs.
• Identify opportunities to implement effective ways of work principles into the client environment that would contribute to service delivery improvements.
• Identify cost effective strategies within vendor solutions?
• Manage the operational cost and staff resources to ensure the efficient operation of the function.
• Implement policies/ standards to improve the quality and efficiency of infrastructure service platforms and/or software.
• Oversee the testing and analysis of all components of the infrastructure service platforms and/or software.
• Ensure the maintaining of the infrastructure service platforms and/or software. Track all associated tasks regarding the maintenance activities and schedules.
• Ensure that infrastructure service platforms and/or software are efficiently utilised, the cost to operate and support the platforms aligns with business expectations and that all regulatory and compliance requirements are met for all platforms.
• Provide a secure, compliant, robust, reliable, scalable and efficient infrastructure and directs support strategy and operations.
• Manage activities related to keeping the infrastructure performing optimally including backing up the systems, performance tuning, installing operating systems upgrades and patches, implementing security and virus protection and providing 24 hours monitoring and support.
• Ensure that all daily, weekly and monthly operational reporting requirements are delivered in accordance with contracted services.
• Ensure that reports are analysed and that associated actions to be performed stemming from reports are logged and assigned for resolution.
• Track and manage operational problems and the resolution thereof.
• Assign, monitor and coordinate assignments and work activities
• Review current and proposed information systems for compliance with the organisation's obligations (including legislation, regulatory, contractual and agreed standards/policies) and adherence to overall strategy.
• Provides specialist advice to those accountable for governance to correct compliance issues.  Responsible for ensuring that all operational documentation including SOP’s are up to date and relevant to the client environment.
• Provide leadership and direction through developed short and long-range technology plans.
• Manage the day-to-day operations of the various teams in ensuring incidents and requests are resolved within service level agreement requirements.
• Manage staffing processes including recruitment, supervision, development, evaluation and discipline.
• Ensure that operational staff is available and that standby lists meet the requirements for the client contracted services.
• Develop and track key metrics for team member and business performance.
• Oversee communication between the clients and other internal and external stakeholders.
• Ongoing coaching and development of the team where applicable.
• Identify areas for continuous improvement, promoting a positive image of the company.
• Report on overall performance against agreed targets.
• Contribute to the development of policies and procedures regarding quality standards and strategic planning
• Provide input into decisions related to the services operations management.

Knowledge, skills and attributes:

• Strong understanding of ITIL, Cobit, and MoF frameworks
• Knowledge in Microsoft Solutions, i.e. design and implementation of Windows Server platforms, Office 365 migrations, Active Directory, Group Policy, System Centre Configuration, Virtualisation and storage.
• Deep understanding of network switches, network routing, MPLS, network administration, network integration, network security and network advancement
• Knowledge in architecture, design, configuration, and deployment within the Microsoft Azure platform
• Understanding of server and desktop hardware/operating systems, networks, firewalls, etc
• Strong understanding of SAP Systems including SAP Hana
• Strong interpersonal skills.
• Ability to communicate across a broad spectrum of users.
• Excellent oral, written and presentation communication skills.
• Ability to manage organisational change.
• Be prepared to work extended hours where and when required.
• Knowledge of IT infrastructure management processes, techniques, risks and best practices.
• Knowledge of infrastructure technologies such as system management, system/network administration and development.
• Knowledge of server administration, data centre operations, project and change management principles and practices.
• Ability to facilitate creative and strategic discussions in order to address emerging problems and opportunities.
• Ability to provide leadership and management of technical personnel, delegating work assignments, matching responsibility to the person and giving authority to work independently.
• Ability to facilitate presentation of technical and complex matters to a diverse audience.
• Ability to translate business needs into information technology solutions and provide detail-orientated project management leadership.
• Able to effectively interact with technical & non-technical people.
• Ability to evaluate risks, priorities and business benefits, leveraging strong business knowledge.
• Ability to coordinate team activities and operationally plan and manage deliverables.
• Solid attention to detail.
• Ability to work independently and operationally manage a team of direct and indirect reports.
• Ability to handle multi-task, set priorities and meet deadlines.
• Excellent knowledge and understanding of information systems technology areas.
• Ability to lead and manage a group of people and guide operational activities of assigned teams.

Academic Qualifications and Certifications:

• Bachelor’s degree or equivalent in a relevant field of study
• Relevant certifications such as CCIE/CCNP/ITIL/COBIT/PMP/CISA/CISM etc.

Experience required:

• Experience in similar IT roles, with a focus on IT infrastructure engineering and operations.
• Experience in coaching and training facilitation.
• Proven working experience in a large-scale organisation.
• Experience with IT frameworks: ITIL, MoF, CoBIT, Run SAP.
• Experience supporting IT infrastructure and service delivery.
• Experience working with vendors and/or service providers.
• Experience, judgment and drive to plan, make decisions and accomplish individual and team goals.
• Experience working in a team-oriented, collaborative environment

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Working at NTT

• The Remote IT Support Analyst  is responsible for providing support to end-users including 2nd Level Application and Technical Support to Dimension Data clients remotely.
• The Desktop Support Technician is responsible for resolving all end-user IT incidents/ requests related to end user devices and software including ticket management with SLA parameters

Performance Objectives:

PO 1: Technical Support

Primary Function : NOC

• Provide remote support to Dimension Data Client end users
• Provide end user software support for Windows and Apple Mac Operating Systems, MS Office Packages and business applications.
• Provide VIP support to client’s executive members
• Troubleshoot software and hardware related incidents and requests remotely.
• Perform application troubleshooting and support as per incidents and requests
• Work with vendors and internal resources to facilitate resolution of incidents and requests

PO 2: Ticket Management

• Respond to Incidents and Requests assigned via the ITSM Tool
• Ensure Ticket updates are current and end users informed of progress
• Respond to and Resolve incidents within SLA
• Assess, review and resolve assigned calls within stipulated SLA
• Escalate tickets where applicable

PO 3: Client Engagement

• Communicate effectively with relevant Stakeholders including team members and Management
• Liaise with end users to effectively reach resolution on incidents and requests
• Keep users informed of priority changes and timing of resolutions
• Follow up with users to confirm that resolutions met requirements before closing the ticket

PO 4: People Engagement

• Provide support both at a soft engagement and technical to the Dimension Data Client End Users
• Act as onsite liaison between Dimension Data and Client if the need arises.

Qualifications and Experince

• Matric
• A+
• MCSE / MCSP (advantageous)
• AppleMac Certification (advantageous)
• Relevant IT diploma (advantageous)
• ITIL Foundation (advantageous)
• Network +
• Drivers Licence
• 3 -5 Years within an IT Desktop Support environment
• Degree or Diploma and required Certification with 2 to 4 years related experience.

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Key Roles and Responsibilities:

• Log and attend to tickets using clients ticketing tool.
• Handle Incidents and service requests
• Configuration of Routers, Switches and Access Points (LTE, VSAT and Fortinet LTE sites)
• Router lifecycle management (Testing, RMA if faulty and scrapping if out of warranty).
• Data usage management per site. (Monitoring, investigation and reporting to client where excessive usage is found).
• Monthly reporting to client on uptime, data usage, projects, and changes etc.
• Daily client communication on various issues found in the network.
• Close and constant communication between Client internal and DD security teams.
• Third party Management and liaison between client and third party
• Monitoring of 3rd party Internet links between 3rd parties and IS Data center. (Logging calls to ISP for faults)
• Assist engineers remotely when they attend to faults at sites (Testing, Router replacements and re-configuration)
• IP address management at Retail sites, 3rd parties and Backend hardware at IS Data Centre
• Monitor network via monitoring tool.
• Troubleshoot network issues.
• Provide second level support to all incidents, requests and identify the root cause of incidents and problems.
• Timely escalation of all tickets to seek right focus from CoE and other teams, if needed continue the escalations to management.
• Must be proficient in change management process with an ability to plan and execute changes with clear identification of risks and mitigation plans to be captured into the change record.
• Provide second level support to all incidents, requests and identify the root cause of incidents and problems.
• Communicate with other teams and clients for extending support.

Academic Qualifications:

• Diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
• CCNA certification (essential)
• ITIL certification (essential)
• 3- 5 years' work experience in a similar role
• Driver's license (essential)
• Previous experience with Fortinet (Advantageous)
• Understanding of Cisco Security/Firewalls (Advantageous)

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Key Role and Responsibilities:

• Develop the comms plan as well as the messaging content
• Responsible for developing and executing a communication and engagement strategy for the project as well as the measurement thereof.
• Must have exceptional public speaking and writing skills and is expected to be a strategic thinker with meticulous attention to detail, working well under pressure, and meeting deadlines.
• They require excellent interpersonal and communication skills with the ability to multitask and adapt in a fast-paced environment.
• They need to be innovative, organized, and self-motivated with a keen interest in driving strategic messages to key internal and external role-players.
• Support the One SC Project to successfully deliver the communication messages for the programme and each project.
• Work with stakeholder groups to identify required activities to support target end estate.
•  Manage and organize engagement and communication plan.
• Oversee and prioritize the development of artefacts.
• Co-ordinate and manage the delivery of all project communications as per the communication plan ensuring consistency of message and approach
• Manage internal project communications.
• Liaise with the Change Agent Network to coordinate and consolidate business wide communication requirements and agree tone/channels etc
• Responsible for all Supplier Enablement comms with the support of the Supplier Enablement Lead and the Supplier Enablement Forum.

Academic Qualifications and Certifications:

• Relevant Bachelor’s degree or equivalent in Marketing or Public Relations or equivalent
• Relevant certification(s) required

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Key Roles and Responsibilities:

• Receive, log, validate and diagnose client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processes
• Uses MS product and process knowledge along with discretion to respond to tickets
• Provide client with a first call resolution, where possible, leveraging standard operating procedures or work instructions. Build knowledge articles, or flag the need for such content, when relevant articles are not available
• Provide timely updates to clients, when requested, on any pending requests or tickets.
• Work closely with resolver groups, and other functions, to ensure timely updates are sent to the client
• Produce breach and aging reports for tickets opened by the service desk
• Identify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement

Knowledge, Skills, and Attributes:

• Ability to work under guidance
• Ambitious self-starter
• Ability to use sound judgment to escalate an issue to a higher level
• Methodical in approach to ticket resolution
• Demonstrates ability to interact with a variety of stakeholders
• Demonstrates required integrity to ensure excellent client service and retention
• Demonstrates the attributes of professionals
• Excellent attention to detail and client focused
• Strong and effective verbal and written communication skills
• Ability to work in 24X7 shift structure, based on a defined roster

Academic Qualifications and Certifications:

• General Qualification in Technology (Technical Diploma or Certificate) or equivalent would be a benefit

Required Experience:

• A 2 to 3 years work experience in a customer service environment
• Demonstrable related work experience in the Technology Industry and Call Centre environment is preferred