Operations Manager
Dimension Data
Johannesburg, South Africa
3d ago

Operations Manager

Looking for the next step in your career? Enjoy a challenge? Do you have an ambition for innovation? Want to make a difference?

If you join our growing global team, you’ll be working for an industry leader with offices across five continents, in over 47 countries and more than 28 000 employees.

You will work with some of the leading world brands across the Fortune 100 and Fortune 500 companies who are all relying on Dimension Data to help them use the power of technology to achieve their ambition in this digital era.

You’ll be part of a team who’s passionate about making a difference to the way technology shapes how we live and work whether it’s protecting the rhino, connecting the G20 Summit, or revolutionising cycling, giving you the opportunity to do great things.

You’ll be joining a Global Top Employer, recognised for investing in talent because people are at the heart of our success.

You provide the skills, passion and ideas, and we’ll provide the platform to realise your ambitions.Great talent. Great teams.

Great work. Great opportunities.

Want to be part of our team?

The role is responsible for providing a professional fourth-line remote and onsite technical support and field engineering service to clients by proactively identifying and resolving technical incidents and problems.

Through preemptive service incident and resolution activities, this role will restore service to clients by managing incidents and seeing them through to an effective resolution.

Their primary objective is to ensure all requests, process events and resolution incidents result in zero missed SLA conditions.

The role is responsible for managing incidents of high complexity, develops resolution to advanced and complex problems that require specialised knowledge, judgement and independent thinking within broadly defined policies and practices.

This role may be required to operationally manage a team of Field Engineers.

Stakeholder engagement

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 fourth-line remote and onsite technical support and provide field engineering services for clients (including the analysis, assignment and escalation thereof).

Value Chain Linkage

  • Service Operations
  • Service Transition
  • Skills and attributes

    Availability Management :

    Provides advice, assistance and leadership associated with the planning, design and improvement of service and component availability, including the investigation of all breaches of availability targets and service non-

    availability, with the instigation of remedial activities. Plans arrangements for disaster recovery together with supporting processes and manages the testing of such plans.

    Service Level Management :

    Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.

    Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.

    Configuration management :

    Ensures that processes are in place for consistent classification and management of CIs, and for verification and audit of configuration records.

    Investigates and implements tools, techniques and processes for managing CIs and verifies that related information is complete, current and accurate.

    Contributes strongly to the service knowledge management system.

    Capacity Management :

    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.

    Ensures the correct implementation of standards and procedures. Pro-actively reviews information in conjunction with service level agreements to identify any capacity issues and specifies any required changes.

    Support Services :

    Drafts and maintains procedures and documentation for support services. Makes a significant contribution to the investigation, diagnosis and resolution of technical problems.

    Ensures that all requests for support are dealt with according to set standards and procedures.

    Incident Management :

    Ensures that incidents are handled according to agreed procedures. Investigates escalated incidents to responsible service owners and seeks resolution.

    Facilitates recovery, following resolution of incidents through adoption of knowledge articles. Ensures that resolved incidents are properly documented and closed.

    Analyses causes of incidents, and informs service owners in order to minimise probability of recurrence, and contribute to service improvement.

    Analyses metrics and reports on performance of incident management process.

    Problem Management :

    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.

    Technical Specialism :

    Maintains an in-depth knowledge of specific specialisms, and provides expert advice regarding their application. Can supervise specialist consultancy.

    The specialism can be any aspect of information or communication technology, technique, method, product or application area.

    Resourcing :

    Implements resource plans, including conducting recruitment interviews. Facilitates selection, assessment and on-boarding processes, and internal resource allocation.

    Contributes to transitioning of resources, complying with relevant statutory or external regulations and codes of good practice.

    Programming Skills :

    Python, XML, REST API Programming

    Work Outputs

    Ensure resolution of incidents and requests :

    Act as the escalation contact for L3 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.

    Improve quality :

    Review and approve the recommended improvements put forth by L3 Support Engineers. Takes initiative to keep both own and colleagues’ skills up to date.

    Knowledge Management Practices :

    Constantly create and update knowledge base to improve productivity and self-service within the engineering team. Review knowledge articles created by L3 Support Engineers and approve them for release into knowledge database.

    Optimize knowledge articles for clients through gap analysis and support business initiatives and goals and map knowledge impacts and implement suitable changes.

    Shift management :

    L4 Support 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 hand hover schedules.

    People management :

    Act as people managers to a team of Support Engineers, taking responsibility for the operational management of the team, creating and executing plans and reporting on team activities in the required forums.

    Ensure that employees reporting to them are engaged and understand their career opportunities, by taking responsibility for the training and development of their team members.

  • Plan and execute firmware upgrades, server builds and other operational activities
  • Actively participate in projects
  • Reviews and implements complex changes that involves overall architecture consideration
  • Enhance team performance through coaching and daily team huddles
  • Analyse failed SLA tickets and recommend improvements and mitigation plans
  • Manages and mitigate risks
  • Constantly update and create knowledge database
  • Understands and communicates industry developments, and the role and impact of technology in the organisation.
  • Next career steps

  • Technical Account Manager
  • Service Operations Manager
  • Incident Manager
  • Education required

  • Degree or relevant qualification in IT / Computing
  • Certifications required

  • ITIL v3 Foundation
  • Cisco Certified Internetwork Expert - Routing and Switching (CCIE-R / S)
  • Juniper Networks Certified Internet Specialist - Enterprise Routing and Switching (JNCIS-ENT)
  • JNCIA Security
  • Certified Partner SE - WAN Optimization
  • Blue Coat Certified PacketShaper Administrator (BCPSA)
  • Blue Coat Certified PacketShaper Professional (BCPSP)
  • Riverbed Certified Solutions Professional - WAN Optimization (RCSP-W)
  • F5 Certified Technology Specialist Global Traffic Management (F5-CTS-GTM)
  • 301b LTM Specialist Maintain and Troubleshoot
  • Cisco Certified Internetwork Expert - Security (CCIE-S)
  • Juniper Networks Certified Internet Professional - Security (JNCIP-SEC)
  • Palo Alto Networks Certified Network Security Engineer 6
  • Bluecoat Certified Security Troubleshooting Certification
  • Data Center Support for UC Specialist
  • Cisco Certified Internetwork Expert - Certification - Data Center (CCIE-DC)
  • EMC Implementation Engineer, VNX Solutions Specialist Version 7.0 (EMCIE VNX SS V7)
  • EMC Technology Architect, VNX Solutions Specialist Version 8.0 (EMCTA VNX SS V8)
  • Blue Coat Certified Proxy SG Professional (BCCPSGP)
  • Blue Coat Certified Proxy SG Administrator (BCCPSGA)
  • Blue Coat Certified Proxy SG Troubleshooting (BCCPSGT)
  • Cisco Certified Internetwork Expert - Voice (CCIE-V)
  • Cisco Qualified Specialist - Cisco IP Contact Center Express Specialist (CQS-IPCCE)
  • Cisco Qualified Specialist - Cisco IP Telephony Design Specialist (CQS-DS)
  • Cisco Certified Internetwork Expert - Certification - Collaboration (CCIE-COLLA)
  • ACIS - Avaya Communication Manager 5.2.1 (ACIS 6006)
  • Genesys Certified Composer Routing 8 Developer (GCD8-DCR)
  • Genesys CIM8 Troubleshooting for Support (GCS8-CCTS)
  • Genesys eServices 8 Consultant (GCP8-CESV)
  • Genesys Certified Composer Routing 8 Developer (GCD8-DCR)
  • Genesys Composer using Voice Applications 8 Developer (GCD8-DCV)
  • Genesys Voice Platform 8.5 Consultant (GCP8-CVP)
  • Genesys Workforce Management 8.5 Consultant (GCP8-WFM)
  • Additional preferred :

  • Juniper Networks Ingenious Champion - Security (SEC-INN)
  • Accredited Configuration Engineer 6.0
  • Unified Computing Technology Design Specialist
  • Unified Computing Technology Support Specialist.
  • Unified Fabric Technology Support Specialist
  • Cisco Qualified Specialist - Cisco IP Contact Center Express Representative (CQS-IPCCER)
  • Work experience required

  • 7-10 years’ work experience
  • 8+ years’ experience required in diagnosis and troubleshooting, handling TAC, and technical documentation in a Technical Team Leader role within a medium to large ICT organisation.
  • Expert knowledge of management agent, redundancy concepts, remote console architecture, and products within the supported technical domain (i.
  • e. Network, Storage, Security etc)

    What would make you a good fit for this role?

    Join our growing global team and accelerate your career with Dimension Data. Apply today.

    Diversity in Dimension Data

    Dimension Data is an equal opportunity employer with a global culture that embraces diversity. All qualified applicants will receive consideration for employment and will not be unfairly discriminated against on any arbitrary ground including race, colour, sex, religion, national origin, veteran status, disability, gender identity, sexual orientation, or other protected category.

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