Data Center Field Installations Shift Lead (L3 / Shift Lead)

Dimension Data Solutions Limited (Kenya); Texas; On-site; USD 52,000 - 98,000; Full time

Job summary

NTT DATA seeks a seasoned Data Centre Service Delivery Field Support Engineer (L3) to deliver professional third-line onsite tech support and field engineering to clients. The role emphasizes proactive incident management, root-cause analysis, and ensuring zero missed SLA conditions.

You will work with Cisco, NetApp, EMC and other data center tech, providing remote and onsite services, with strong emphasis on documentation, knowledge sharing and handover procedures to ensure service continuity.

Qualifications

• Bachelor’s degree or equivalent in IT or computing or related field.
• Relevant Data Center tech certifications such as HPE Proliant, 3PAR, Primera, Alletra, Simplicity, Synergy, StoreOnce, MSA Storage.
• VMware Certified VCP-DCV, vSAN, SRM.
• Dell Information Storage Associate - DCA-ISM.
• Veeam Backup and Recovery and/or Veritas NetBackup.
• Azure Fundamentals.
• Cisco UCS Servers.
• Cisco MDS and Brocade SAN Switches - Zoning.

Responsibilities

• Provide third-line remote and onsite technical support to clients.
• Resolve incidents and problems to meet SLA targets.
• Liaise with client IT environments, carriers and colleagues to expedite diagnosis.
• Create knowledge articles and work instructions for incident diagnosis and resolution.
• Ensure accurate incident logging and timely progress updates.

Skills

Communication skills

Planning abilities

Staying positive under pressure

Active listening

Team collaboration

Education

Bachelor's degree in Information Technology or Computing

Data Center certifications (see list)

Tools

HPE Proliant

Dell PowerEdge

Cisco UCS

Veeam/Veritas NetBackup

VMware VCP-DCV/vSAN

Job description

Make an impact with NTT DATA Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it's a place where you can grow, belong and thrive.

Your day at NTT DATA

The Data Centre Service Delivery Field Support Engineer (L3) is a seasoned engineering role, responsible for providing a professional third-line onsite technical support and field engineering service to clients by proactively identifying and resolving technical incidents and problems.

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

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

• Ensures that the assigned infrastructure at the client site is configured, installed, tested and operational.
• Ensures that any software that is part of the solution is installed and configured according to client requirements.
• Proactively identifies problems and errors as they occur and logs such incidents in a timely manner with the required level of detail.
• Liaises with all stakeholders including client IT environments, carriers and colleagues to expediate diagnosis of errors and problems and to identify a resolution.
• Investigates third line support calls assigned and identify the root cause of incidents and problems following knowledge articles.
• Responds to and diagnoses all alerts, elevate to L4 Field Engineer when unable to resolve within the stipulated time.
• Ensures incidents are updated with progress and resolution details in a timely manner using the required platform.
• Ensures the efficient and comprehensive resolution of incidents and requests.
• Applies tools, techniques and processes to track, log, report on and correct configuration items, components and changes.
• Investigates problems in systems, processes and services and assists with the implementation of agreed remedies and preventative measures.
• Provides third line remote and onsite technical support to clients.
• Provides third line field engineering services to clients.
• Reports and escalates issues to 3rd party vendors if necessary.
• Follows the required handover procedures for shift changes to ensure service continuity.
• Creates work instructions to resolve incidents as required.
• Creates knowledge articles and work instructions for usage in incident diagnosis and resolution.

To thrive in this role, you need to have:

• Excellent communicate skills, both verbal and written.
• Ability to plan activities and projects well in advance and take into account possible changing circumstances.
• Ability to maintain a positive outlook at work.
• Ability to work well in a pressurized environment.
• Ability to work hard and put in longer hours when it is necessary.
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting.
• Ability to adapt to changing circumstances.
• Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey.

Academic qualifications and certifications:

• Bachelor's degree or equivalent in Information Technology or Computing or related field.
• Relevant Data Center technology certifications such as HPE Proliant servers, 3PAR, Primera, Alletra, Simplicity, Synergy, StoreOnce, MSA Storage; Dell PowerEdge servers, Unity, PowerStore, PowerScale Isilon. Recoverpoint Appliance/VE, PowerProtect/Data Domain, VxRail.
• VMware Certified VCP-DCV, vSAN, SRM.
• Dell Information Storage Associate - DCA-ISM.
• Veeam Backup and Recovery and or Veritas Netbackup.
• Azure Fundamentals.
• Cisco UCS Servers.
• Cisco MDS and Brocade SAN Switches - Zoning.

Required experience:

• Seasoned experience in Data Center technologies such as Cisco, NetApp, EMC- Ex: CCNP (DC), ONTAPP etc.
• Seasoned experience in technical support to clients
• Seasoned experience in diagnosis and troubleshooting
• Seasoned experience providing remote support in Data Center technologies
• Seasoned experience in at least two Data Centre technologies

NTT DATA provides a reasonable range of compensation for U.S.-based positions. The starting pay range for this role is $38/hr to $71/hr. Actual compensation will depend on a number of factors, including the candidate's relevant experience, technical skills, and other qualifications.

This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with co