Job Description :
Network & Security Delivery Specialist
Working within the Infrastructure Services ITO Run Delivery, the Support Consultant Deep Technical Support is responsible for investigating issues and incidents that occur within our customer’s IT environments.
Understand the technology that is being support, and capable to support and advise other team members of the Reactive Service Team.
As an experience deep level support consultant, it is important to ensure the team resolves all incidents to ensure our customers infrastructure services, applications and hardware is restored to normal service.
This position mainly focuses on managing and maintaining network devices and supporting other technologies such as : F5 and Load Balancers
HPN Switching & Routing
VPN and is an ideal opportunity to understand the global enterprise IT environments and the key factors that keep them operational.
You will work closely with the availability assurance team to consult on Capacity, Performance, Change and Availability.
You may also be required to work as part of our expert Rapid Response Team who are engaged to resolve the most serious of critical incidents.
As a Deep Technical Support Consultant you specialize in restoring services during severe outages. Roles may require off hours support occasionally.
Additional Requirements :
The support consultant DTS role is vital to the functioning of the customers managed infrastructure and services
Part of the reactive service team, the support consultant DTS is responsible to resolve all serious incidents for the customers managed by the delivery team.
The time to resolve an incident is important, this reduces downtime and allows DXC to meet its contractually defined SLA’s
Escalation of severe P1 RTOP incidents in a timely manner according to the account required process.
Problem Management / Stability Planning : Ensuring that problem management is conducted thoroughly and the learning are applied to systems that have not yet experienced the issues.
Responsible of opening problem records, performing root cause analysis, implementing and closing any task related to an assigned problem record.
Tackling the causes of instability in the infrastructure and reducing frequency of incidents and outages.
Change Management : Responsible of planning the changes, creating the change records, scheduling the changes, representing the changes in TAB and CAB meetings (if applicable), implementing and closing change requests.
Responsible of adherence to process standards depending on the type of changes : Normal, Routine, Emergency Changes.
Project Changes Build Services will own and drive all Project Related changes, e.g. Oracle DB Migration 9i to 11g, Hardware Refresh / New Server Deployment.
Configuration Management : Accountable for lifecycle management activities and hardware recommendations to achieve availability targets and reduce incidents.
Responsible of ensuring accurate and reliable data in CMDB+ with SLA and KPE information aligned to customer contract. Ensure that the new systems have passed RTPA.
Capacity Operations : Ensuring that the managed service has the right levels of capacity and performance implementing solutions to resolve capacity and performance issues and making technical recommendations to cater for future capacity & performance needs to avoid future incidents.
Identifying and submitting automation requests.
Incident management : Work on the incidents escalated from RST (TS L2) and help them with any questions or concerns that they have related to daily work.
Documentation : Update diagrams, processes and procedures, guides and any other file required by the account.
Education and Experience Required :
Expert Knowledge in Three or more and Competent Knowledge across an additional Three or more of the following technologies : F5, Juniper SRX;
Switching & Routing, FW, Infoblox;
Without a degree, three additional years of relevant professional experience (5+ years in total).
Must be able to demonstrate excellent troubleshooting and problem-solving skills.
Excellent understanding of ITSM ITIL processes, preferably ITIL trained.
Knowledge and Skills Required :
3 years’ experience integrating and troubleshooting a broad range of technologies including Servers, Storage and Networking in a datacenter environment.
Provide on-call support within a structured rotation if the business requires it.
Work under pressure
Excellent English skills
Strong interpersonal and communication skills with the ability to make technical decisions with little or no management intervention
Ability to work from multiple ticket queues and adhere to problem and change management requirements
Knowledge of ITIL standards
Very strong scheduling troubleshooting skills
Ability to multi task and support multiple customer needs each day
Ability to work both independently and in a team environments