Dell Service Delivery – Hyper-Converged in Sydney, Australia

The Advisor, Service Delivery role will provide operational and Managed Services support to customers, including support of Dell EMC technologies, implementation and management of Dell EMC solutions, work with the customer, as a trusted partner leveraging Dell EMC Best Practices and ensures Dell EMC solutions work as intended in the customer's environment and ensures availability and stability of the customer’s managed environment.

PRINCIPAL DUTIES AND RESPONSIBILITIES

  • Represents Dell EMC in a professional manner to customers, Dell EMC Partners and other Dell EMC personnel at all times. Provides support and instruction to customers and less experienced co-workers. Acts as a mentor and assists or presents training development environments to peers, customers and other organizations;

  • Provides support and maintenance in a Converged environment, focusing on compute, network and storage.

  • Block and File storage provisioning, decommissioning, expansion activities, based on customer requests;

  • Host side storage provisioning, including the ability to configure storage on Wintel, UNIX, ESX, requiring some familiarity with these Operating Systems;

  • Operational management of Cisco fabrics and SAN attached devices;

  • Incident and change management support in accordance with specific SLAs, in a large ITIL environment, using customer ITIL systems;

  • Troubleshooting availability, performance issues;

  • Pro-active maintenance of the storage environment, ensuring a clean, risk-free operational environment;

  • Develop and maintain scripts for automating common tasks, such as environmental health checks, alerting etc;

  • Ability to write custom reports in Vipr SRM for billing, governance and other general reporting;

  • Follow, execute SOPs and perform handover of run-sheets, where required;

  • Work on a rotating roster, including outside of standard working hours, including some weekends, or as required by the customer;

  • Assist Management and Account Solution Architect in planning sessions and client facing meetings, including SLA, weekly, monthly and quarterly reviews;

  • A collaborative approach to team work, including taking on constructive feedback and disseminating learning, information, procedures;

  • Ability to document processes and address process gaps;

  • Active monitoring and performing health checks in the environment;

  • Customer Disaster Recovery testing support;

  • Perform capacity management tasks including, but not limited to host migration hardware capacity upgrades;

  • Ability to self-start and use resources at hand, including colleagues, documentation;

  • Ability to work unsupervised and escalate in a timely manner;

  • Confidently voicing out concerns and suggestions to process improvement and actively seeking opportunities to improve the environment;

  • Supports engagements via Project Manager and associated tasks while projects are inflight. Provide technical team leadership for a distributed team. May be required to act as a Project Manager on less complex implementations.

  • Provide proactive recommendations to Management and Architects for improving the use environment or solution to help maximize customer satisfaction and reliability. Actively contributes to the configuration, layout and performance tuning of Dell EMC products.

  • Ability to engage and interact with other departments within Dell EMC organization;

  • Assist with data gathering, processing and reporting;

  • Performs other duties as required;

  • Actively seeking out opportunities to assist the team.

SKILLS

  • Good time management and organizational skills;

  • Analytical problem solving ability;

  • Ability to diagram, verbally articulate technical concepts;

  • Understanding Converged and Hyper Converged environments – Compute, Network, Storage;

  • Excellent customer service attitude, communication skills (written and verbal);

  • Teamwork and interpersonal skills;

  • Understanding of key data center and infrastructure concepts;

  • Ability to work independently, in a team based environment and on customer site;

  • Preferred experience with ESX, NSX, VMAX, VNX, Cisco SAN, Power Path, Recoverpoint replication, SRDF, Solutions Enabler, SRM, migration technologies;

  • Familiarity with VMware and virtualization technologies; SAN, and IP Networking; Unix and Windows systems;

  • Certifications in Dell EMC, VMware and Cisco preferred;

  • Strong scripting ability, preferably in PowerShell.

Education Required:

Bachelors (Technical)

Experience Required:

6+ Years relevant experience