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Dell Technical Recovery Lead - 5G/Edge Technical Support in Dublin, Ireland

Technical Recovery Lead - 5G/Edge Technical Support

At Dell Technologies, world-class service doesn’t end when a customer purchases our innovative products. Our Technical Support team is there for them whenever they need help – by phone or email, online and on social media. No matter how complex the challenge, we rise to it. We answer questions about the installation, operation, configuration, customization and use of Dell Technologies products. For critical matters, we use our systems to provide remote diagnostic technical support. If there’s an issue with a customer’s product, we’ll analyse it, identify the cause, recommend a solution and document the problem.

Join us as a Technical Recovery Lead on our 5G/Edge Technical Support team in Dublin to do the best work of your career and make a profound social impact.

What you’ll achieve

As a Technical Recovery Lead , you will manage a broad set of responsibilities to support our key Telecom/Communication Service Provider customers across the hardware, software, and solution stack in addressing issues in a Respond, Restore, Resolve SLA-based environment. With your deep technical knowledge of infrastructure, you will also have the ability to leverage your in-depth industry knowledge of the tools and process to deliver and support complex wireless networks.

We are seeking an experienced technical professional with demonstrated competence container-based (Kubernetes) technologies on RedHat OpenShift or VMware Telco Cloud Platform/Tanzu with Telecom exposure across Core, Edge, RAN, Private Mobility environments and in Telecom/Communication Service Provider use-cases.

You will:

  • Directly support our Telco Customers incidents involving infrastructure hardware (Server, Storage, Networking) in specific Reference Architecture, Validated Solutions based on RedHat OpenStack/OpenShift or VMware Telco Cloud Platform

  • Deliver and exceed on Response, Restore, Resolve SLAs and other KPIs goals as per Customer expectations and contractual obligations

  • Collaborate and integrate existing processes and capabilities with 3rd Party Partners, Engineering, Sales teams to ensure great Services outcomes for our Customers

Take the first step towards your dream career

Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:

Essential Requirements

  • Deep expertise across one or more hardware infrastructure technologies (Server, Networking, Storage) combined with exposure to solution stacks involving Virtualization (OpenStack, Vsphere) or Containerization (Kubernetes in an RH OpenShift or VMware Tanzu environments)

  • Escalations ownership (Crit-sit, Sev 1, Executive) until resolution

  • Technical Escalation point for critical issues for other internal Dell Technologies Services teams (Deployment, Field teams, Managed Services)

  • Collaborate engagement with 3rd party partners/software vendors to build the support ecosystem and enable serviceability for next generation 5G Networks

  • Excellent written, verbal communication and presentation skills

Desirable Requirements

  • Capstone / Architect-level certification in Containerization (Red Hat Certified Specialist in OpenShift Administration or VMware VCAP / VMware Ready for Telco Infrastructure/ VMware Ready for Telco Cloud)

  • Typically, 5+ years of relevant experience in the wireless and wireline telecom industry as a service provider and/or equipment vendor or equivalent combination of education and work experience

  • Strong Exposure to Telco / Communication Service Provider environment

  • OSS & FCAPS knowledge / NOC / SOC experience

Here’s our story; now tell us yours

Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.

What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.

We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what’s next in technology, starting today.

You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here (https://jobs.dell.com/diversity-and-inclusion) .

Application closing date: 31 July 2021

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Employment Opportunity Policy here (https://jobs.dell.com/equal-employment-opportunity-policy) .

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