Oversees the technical support of company customers by field engineers, technicians, and support specialists, who are diagnosing, troubleshooting, and repairing one or more of the following: complex electro/mechanical equipment, sophisticated computer systems, software systems/applications, or networking and wireless networking systems.
Supervises engineers that respond to situations where standard procedures have failed to isolate or fix problems in non-functioning equipment systems or software.
Establishes and maintains lines of communication with design engineering and software development on design, reliability, and maintenance issues.
Ensures that engineers are current with the latest upgrades and/or new releases.
May be involved in customer installation and training programs.
Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
Working at NTT
Dimension Data is a proud member of the NTT Group, a global IT powerhouse headquartered in Japan. As part of NTT, we deliver a wide range of IT services and solutions to clients around the world. Although the Dimension Data brand was retired in some parts of the world in 2019, it remains well recognized in the Middle East and Africa. Join us and become part of the NTT family as we continue to provide innovative solutions that help our clients achieve their business objectives.
This Role is required to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors.
This role also integrates with change management, incident management, and configuration management.
Key Role Responsibilities:
- Analysing historical data to identify and eliminate potential incidents before they occur
- Proactive Problem identification and recording in the Application Managed Services business unit
- Problem investigation and diagnosis
- Perform advanced issue analysis and resolution
- Address major incident escalations
- Identifying underlying causes of incidents and preventing recurrences
- Developing workarounds or other solutions to incidents
- Submitting change requests to change management as required to eliminate known problems
- Document known errors / possible solutions and knowledge articles
- Problem resolution and closure
- Take the service schedules & SLAs developed through the value proposition development phase, develop them to contract quality and deliver them for inclusion in the schedules of the master services agreement
- Drive validation processes by obtaining sign-off from technical, service and financial profiles
- Understand and influence client operating models
- Vendor Management during incidents and escalations
- Critical thinking and root-cause-analysis skills
- In-depth knowledge of SAP Basis administration concepts, SAP architecture, and system landscapes.
- 5 years + in an similar role
- SAP Basis certifications, such as SAP Certified Technology Professional - System Administration or relevant SAP solution certifications, are highly desirable.
- Excellent time management and organizational skills to keep track of multiple problems
- Exceptional communication skills, with the ability to effectively interact with senior executives and business leaders.
- Able to manage relationships with peers and managers.
- Team oriented.
- Serve as a mentor to less experienced team members.
- Positive team player attitude with excellent verbal and written communication skills.
What will make you a good fit for the role?
Equal Opportunity Employer
NTT is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category
