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Sr Analyst, Service Delivery

Job ID R10396 Date posted 10/09/2017

Why Work at Dell?

Endless challenges and rewards. Opportunities on six continents. A team of colleagues fueled by collaboration. All this, and a company deeply committed to integrity and responsibility.

Provides operational and Managed Services support to customers, including support of Dell EMC technologies, implementation and management of Dell EMC solutions;
Works with the customer, as a trusted partner leveraging Dell EMC Best Practices; ensures Dell EMC solutions work as intended in the customer's environment; Ensures availability and stability of the customer’s managed environment.


PRINCIPAL DUTIES AND RESPONSIBILITIES

  • Responsible for undertaking daily operational duties, in a diverse, multi-skilled operational team. Focusing on process to minimizing risk, quality technical outcomes and placing high focus on customer satisfaction and customer service;
  • Ability to empathize with customer concerns, take end-end ownership and manage customer expectations;
  • Pro-active approach to technical work, taking onboard technical mentoring and management  direction;
  • BAU storage provisioning / decommissioning activities on block and file arrays;
  • Basic storage configuration on the host side, including EMC software upgrades;
  • Qualifying hosts against support matrix;
  • Operational management of Brocade fabrics and SAN attached devices;
  • Incident and change management support in accordance with specific SLAs, in a large ITIL environment, using customer ITIL systems;
  • Pro-active maintenance of the storage environment, ensuring a clean, risk-free operational environment;
  • 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;
  • Punctual and professional in representing the organization, in customer interactions;
  • A collaborative approach to team work, including taking on constructive feedback and disseminating learning, information, procedures;
  • Ability to document basic processes and address process gaps;
  • Active monitoring and performing health checks in the environment;
  • Perform capacity management tasks including, but not limited to host migration, capacity monitoring;
  • Ability to self-start and use resources at hand, including colleagues, documentation;
  • Ability to work unsupervised and escalate in a timely manner;
  • Ability to work on customer site, or offsite from different office locations, when  required;
  • Assist with project tasks and/or “big ticket” items, if required, at the direction of a technical lead / PM / Manager;
  • 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;
  • High level understanding storage hardware and some experience in storage administration – Block, File beneficial;
  • Excellent customer service attitude, communication skills (written and verbal);
  • Teamwork and interpersonal skills;
  • Understanding of key data center and infrastructure concepts;
  • Ability to work unsupervised, in a team based environment and on customer site;
  • Beneficial experience with EMC Block, File products and emerging technologies e.g. VMAX, VNX;
  • Beneficial familiarity with VMware and virtualization technologies;
  • Basic understanding of SAN fabrics, IP Networking;
  • Some experience on Unix and/or Windows systems preferred;
  • EMC certifications preferred;
  • Some Interest in scripting.

Education Required:Bachelors (Technical)
Experience Required: 2+ Years relevant experience

Job ID

R10396

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