Functieomschrijving The MS Engineer (L3) is responsible for the automation and configuration management as a service provider and provides stable environments for effective and quality delivery including automation of all manual tasks for the building and deployment of both code and data in order to enable continuous integration and continuous deployment frameworks.
This role requires to act as conduit and representation into the architectural disciplines and design handovers.
The MS Engineer (L3) is responsible for providing a service to clients by proactively identifying and resolving technical incidents and problems.
Through pre-emptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices and quality assurance this role will maintain a high level of service to clients.
Their primary objective is to ensure zero missed service level agreement (SLA) conditions.
The MS Engineer (L3) is responsible for managing tickets of high complexity, conducts advanced and complicated tasks, and provides resolution to a diverse range of complex problems.
This position uses considerable judgement and independent analysis within defined policies and practices.
Applies analytical thinking and deep technical expertise in achieving client outcomes, while coaching and mentoring junior team members across functions.
Key Roles and Responsibilities: Ensure that assigned infrastructure is configured, installed, tested and operational Perform necessary checks, apply monitoring tools and respond to alerts Identify problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail Assist in analysing, assigning and escalating support calls Investigate third line support calls assigned and identify the root cause of incidents and problems Report and escalate issues to 3rd party vendors if necessary Technical support to clients and provide field engineering services to clients Conduct monthly random review of incidents and service requests, analyse and recommend improvement in quality Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTT and Dimension Data Proactively identify opportunities for work optimisation including opportunities for automation of work Knowledge, Skills and Attributes: Ability to communicate and work across different cultures and social groups Ability to plan activities and projects well in advance, and takes into account possible changing circumstances Ability to maintain a positive outlook at work Ability to work well in a pressurised 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 Requirements Advanced diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience) Bachelor's degree Advantageous Certifications: Terraform Ansible Git Azure Fundamentals Azure Administrator Azure Architecture Expert Azure DevOps Expert Azure Security AWS Practitioner AWS Certified Associate Solutions Architect AWS Certified Associate Developer AWS Certified Solutions Architect Professional AWS Certified DevOps Professional AWS Security Up to date and relevant ITIL certification VMware Certified Professional vSphere MCSA+VCP, RHCE or equivalent Required Experience: Solid years of work experience Solid experience required in Engineering function within a medium to large ICT organisation Solid experience of Managed Services Excellent working knowledge of ITIL processes Excellent experience working with vendors and/or 3rd parties Dimension Data withholds the rights not to fill these roles at our discretion.