Network Tech Lead
Dimension Data
Johannesburg, South Africa
16d ago

Network Tech Lead

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 primary objective of this position is to lead, drive and build a consistent and sustainable practice aligned to and in support of the Service Delivery strategy and in so doing will fulfil business development, practice development and product management functions that accelerate success.

This employee ensures that the practice and business is grown in line with the territory solutions and services strategy

Key Responsibilities

Act as Services Technology Custodian Assist in troubleshooting and driving major escalations Review monthly Incidents and Service Requests on adhoc basis

Trending P1 / P2 / P3

RCA turnaround and sanity review

Response times issues trends

Accountable to ensure that the automation savings are realised per technology stream through

Ensuring automations are in place

Agreed training schedules to be setup at the start of every quarter with the respective team leads Attend adhoc client care meetings Thorough adhoc account audits where discrepancies have been identified Inclusion in the Business Unit technology pipeline planning sessions Involvement as a sanity check in the Transition process Involvement as a sanity check in the project handover process where agreed Innovation to clients

Automation of repetitive tasks

Service improvement through evaluation of monthly care reports measured against baselines set

Create a knowledge base on where skills for technology / solutions is required Ensure that a baseline for best practice is in place for all clients

Manage baseline using dashboards (eg. Feebee)

Implementation and use of tooling and instrumentation

Change manage baseline including rollback frameworks are in place for each technology stream

Uploading to ITSM

Educating using a communication platform (email, team sessions, etc.)

15. New Technologies

a. Tech Leads need to be involved when new technologies e are introduced to the business

Competencies Required :

1. Establish practice management capabilities

The Service Delivery : Technical Lead is responsible for the establishment and confirmation of service delivery practice management leadership capabilities.

They will work with the regions to establish and manage the most appropriate practice management team and structure to align to internal business units and market requirements.

They provide the necessary governance and oversight to ensure that Dimension Data is achieving client and financial project management goals by providing regular reviews and reporting on progress against strategic programmes and projects.

This individual will lead and facilitate regular territory practitioner or delivery training activities on relevant topics and subject matter and will build and maintain a territory community of practice where information and best practices can be shared.

The Technical Lead is responsible for defining, developing and communicating the ES operations process and procedures. They identify opportunities for optimal efficiency and drive continual improvement to deliver cost effective, client centric services that meet ES service level agreements.

The Technical Lead contributes to and participates in all initiatives to drive service improvement to gain optimal efficiency.

2. Business Development

The Service Delivery : Technical Lead will work closely with Marketing and Sales to support sales by providing training sessions to sales employees and assisting with the determination of pipeline necessary to achieve targets, including the development of short term incentive programs.

They will directly support strategic deals and client engagement practices and mentor teams accordingly, providing subject matter expertise on RFPs / RFIs.

This employee will measure practice success and promote thought leadership by developing white papers and capturing and disseminating case studies with regions as well as speaking at events.

They will support the local or regional marketing and demand generation activities through the provision of advice to the local or regional teams.

3. Product Management

4They oversee the service delivery product / portfolio life cycle and in so doing are responsible for the strategic planning and tactical activities required for product growth and management.

The Service Delivery : Technical Lead works closely with a variety of organisations to ensure that the business growth opportunities are realised and defines and agrees product / product portfolio strategies.

They specify market requirements for current and future products by conducting market research supported by client engagement sessions.

This employee will drive all service delivery of new offers, enhancements and upgrades of the relevant product or product portfolio through the Territory Service Introduction Process (GSIP).

They develop and implement territory go-to-market plans, working with all departments to ensure execution thereof. These individuals manage the partnership and alliance strategy for the relevant product or product portfolio, analysing requirements for the particular product or product portfolio.

4. Behavioural skills

Service Delivery : Technical Leads are assertive in their approach and demonstrate superb persuasion and influence ability.

They use their expert negotiation skills and deep knowledge of the business and products to ensure the achievement of business goals.

They have excellent leadership skills and are able to think at a strategic level.

They possess excellent communication skills (both verbally and written) and employ these skills to interact with a variety of stakeholders.

They maintain integrity, demonstrate reliability and recognise their direct reports, whilst building a cohesive team. This individual is a charismatic leader that inspires the solutions leadership organisation to achieve the set performance targets.

Qualifications & Experience

1. Certification such as CCIE or equivalent

2. At least 7 years’ experience as a frontline engineer

3. At least 2 years supervisory or management experience

4. Proficient in

a. LAN / WAN configurations

b. Quality of Service

c. Analysing packet traces

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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