Internal: engage with GDC Service Operations team, receive instructions, and manage escalation incidents to Technical Account Manager, Client Delivery Executive or 3rd party vendors as necessary.
External: proactively act as third-line remote and onsite technical support and provide field engineering services for clients (including the analysis, assignment and escalation thereof).
Value Chain Linkage
Skills and attributes
Analyses service and component availability, reliability, maintainability and serviceability. Ensures that services and components meet and continue to meet all of their agreed performance targets and service levels. Provides advice, assistance and leadership associated with the planning, design and improvement of service and component availability.
Service Level Management:
Monitor service delivery against service level agreements and maintains records of relevant information. Analyses service records against agreed service levels to identify actions required to maintain or improve levels of service. Ensures that service delivery meets agreed service levels.
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. Maintains secure configuration, applying and maintaining tools, techniques and processes to identify, track, log and maintain accurate, complete and current information.
Monitors service component capacity and initiates actions to resolve any shortfalls according to agreed procedures. Applies techniques to control the demand upon a particular resource or service.
Maintains the support process and checks that all requests for support are dealt with according to agreed procedures. Uses service assurance software and tools to investigate and diagnose problems, collect performance statistics and create reports, working with users, other staff and suppliers as appropriate. Drafts and maintains procedures and documentation for support services. Ensure usage of knowledge articles in incident and problem diagnosis and resolution.
Prioritises and diagnoses incidents according to agreed procedures. Investigates causes of incidents and seeks resolution. Escalates unresolved incidents. Facilitates recovery, following resolution of incidents through adoption of knowledge articles. Documents and closes resolved incidents according to agreed procedures.
Initiates and monitors actions to investigate and resolve problems in systems, processes and services. Determines problem fixes/remedies. Assists with the implementation of agreed remedies and preventative measures.
Learning Design & Development:
Designs, creates, develops, customises and maintains learning materials and resources to deliver agreed outcomes, and meet accreditation requirements if appropriate. Assists with design, configuration and testing of learning environments, including creation of simulated data, and replication of external systems, interfaces and assessment systems.
Maintains an in-depth knowledge of specific specialisms, and provides expert advice regarding their application.
Python, XML, REST API Programming
Ensure resolution of incidents and requests:
Act as the escalation contact for L2 Field Engineer and cross team escalations (network, F5, server etc). Investigate assigned support calls and identify the root cause of incidents and problems. Ensure the efficient and comprehensive resolution of incidents and requests. Attend to user satisfaction related escalations to ensure satisfactory closure. Report and escalate issues to 3rd party vendors if necessary. Take full ownership for managing the incident to resolution within the service level conditions.
Conduct monthly random review of incidents and service requests, analysing and providing inputs for improvements in quality.
Knowledge Management Practices:
Constantly create and update knowledge base to improve productivity and self-service within the engineering team. Optimize knowledge articles for clients through gap analysis.
Ensure continuous feedback:
Provide continuous feedback to clients / affected parties and update all systems and/or portals as prescribed by Dimension Data procedures.
Update incidents with progress and resolution details.
L3 Field Engineers that work shifts will be required to follow the required handover procedures for shift changes to ensure service continuity. Complete and maintain any shift handover schedules.
Plan and execute firmware upgrades, server builds and other operational activities
Actively participate in projects
Check and resolve security reported events