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North Ryde, Australia

Principal Engineer, Service Delivery (I8)

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Principal Service Delivery Engineer

Dell Technologies customers rely on our products and services to drive progress. So, we take the service we provide extremely seriously. Service Delivery is all about making sure our technical solutions help clients fulfil their priorities, challenges and initiatives. As trusted advisors, we build in-depth knowledge of what each client wants to achieve. Then we make sure the services delivered by Dell Technologies deliver on all our promises. We also work closely with Sales and Global Services colleagues to develop strategic account growth plans, and to identify and pursue sales opportunities

Join us as a Principal Service Delivery Engineer on our Professional Services team in Sydney to do the best work of your career and make a profound social impact.

What you’ll achieve
As a Service Delivery Engineer, you will provide world-class delivery support to our customers by building an in-depth knowledge of our customers’ priorities and initiatives and becoming a trusted advisor that avoids customer impact and facilitates continuous improvement. You will identify potential sales and growth opportunities and will partner with key stakeholders to maximize these prospects.

You will:

  • Represent DELLEMC in a professional manner to customers, DELLEMC Partners and other DELLEMC personnel at all times and provide support to all customers.
  • Act as a mentor and assists or presents training development environments to peers, customers and other organizations
  • Maintain Storage hardware and associated software to target versions
  • Perform upgrades and maintenance releases to ensure the environment is optimally configured.
  • Work within ITIL change management incident and problem management framework, ensure that scheduled outages arranged to minimize customer impact, but still maintain all hardware and software at optimal levels.
  • Assist in capacity planning and BAU support for an enterprise class Storage environment
  • Assist Manager and Account Solution Architect in planning session and client facing meetings including SLA and weekly and , monthly and quarterly reviews
  • Perform troubleshooting performance tuning, and support for DELLEMC Storage products including but not limited to VMAX, VNX Unified, Unity,  Centera, ECS,  VPLEX, XtremIO and Cisco switching 
  • Provide proactive recommendations to the Manager and Architect for improving the use of DELLEMC Storage solutions to help maximize customer satisfaction and reliability. Actively contributes to the configuration, layout and performance tuning of DELLEMC Storage products.
  • Participate in the design and operational execution of the customer's disaster recovery process as required. Performs infrastructure maintenance as necessary. Provides assistance  and mentoring to DELLEMC technical team members as required.
  • Be responsible for performing daily operational tasks and maintaining Service Availability at the customer site(s). Provisions solutions based on standardized procedures as outlined by DELLEMC best practice documentation. Performs necessary infrastructure maintenance in accordance with DELLEMC and customer's change management policies.
  • Participate in the continual service reviews and improvement of existing operational policies and procedures in compliance with DELLEMC's best practices.
  • Supports engagements via Project Manager and associated tasks while projects are inflight. Provide technical team leadership for a distributed team. May be required to lead small project work on less complex implementations.

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

  • 8+ years of relevant experience including high level of experience and an SME with at least five core DELLEMC technologies (PMAX, Unity, VNX, Centera, ECS, VPLEX and SAN Switching), with particular emphasis on VNX File and Unity file technologies.
  • Experience in Unity File migration related tools highly desirable. Preferably Unity IMT.
  • Experience in handling customer triages.
  • Ability to lead sub-teams and work with remote teams.
  • Working knowledge of the following technologies: Networking, Unix, Linux and VMware bases systems
  • Excellent time and Organizational skills.
  • Proficiency in hardware, software and/or operating systems environments.
  • Strong analytical, problem solving, negotiation and organizational skills.
  • Excellent customer service attitude, communication skills (written and verbal) and interpersonal skills

Desirable Requirements

  • DELLEMC Proven Professional Certification
  • Scripting
  • Bachelor's Degree (Technical)

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.

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 Equal Employment Opportunity Policy here.

Job ID: R149761

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Why Work Here

Global Benefits

  • Comprehensive Healthcare Programs

  • Award Winning Financial Wellness Tools and Resources

  • Generous Leave of Absence for New Parents and Caregivers

  • Industry Leading Wellness Platform

  • Employee Assistance Program

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