Dimension Data Level 3 Engineer - Security in North Ryde, Australia

Looking for the next step in your career? Enjoy a challenge? Do you have an ambition for innovation? Want to make a difference?

If you join our growing global team, you’ll be working for an industry leader with offices across five continents, in over 50 countries and more than 30 000 employees. You will work with some of the leading world brands across the Fortune 100 and Fortune 500 companies – who are all relying on Dimension Data to help them use the power of technology to achieve their ambition in this digital era.You’ll be part of a team who’s passionate about making a difference to the way technology shapes how we live and work – whether it’s protecting the rhino, connecting the G20 Summit, or revolutionising cycling, giving you the opportunity to do great things.

You’ll be joining a Global Top Employer, recognised for investing in talent because people are at the heart of our success. You provide the skills, passion and ideas, and we’ll provide the platform to realise your ambitions.Great talent. Great teams. Great work. Great opportunities.

Want to be part of our team?

Your role is to perform a variety of 3rd level engineering activities to enable delivery of complete Integrated Services Management across all ITIL disciplines, being Service Desk, Incident Management, Problem Management, Configuration Management, Change Management and Release Management.

This includes applying your analytical, reasoning & specialized technical expertise to investigate, isolate and rectify network incidents, identify root cause and undertake problem management activities. You will also be required to use these same skills to implement complex, large scale network changes within a structured change management framework, to perform release management and configuration management tasks in line with an ITIL compliant operations delivery structure.

To do this you will need to acquire a solid understanding of the Dimension Data’s Integrated Services Management Operation “end-to-end”, to gain a thorough understanding of the customer’s specific business operations and how these apply to each of the specific ITIL disciplines. It is this specific customer knowledge that will assist you to fulfil your duties and ensure you are an effective and autonomous member of the team.

You will need to demonstrate a high level of commitment, initiative and ability in your work. You should be a motivated self-starter with proven abilities to get the job done. You should possess excellent communication skills, a strong IT background and be able to use these skills to deliver services within the ITIL driven Integrated Services Management environment.

What you'll be doing

  • Accept, manage and update service requests to ensure contracted Service Level Agreements are met.

  • Provide remote technical support and Escalations within Managed Services’ ITIL aligned service delivery processes including Incident Management, Problem Management, Configuration Management, Change Management and Release Management

  • Manage, own and co-ordinate the technical resolution of incidents either remotely or onsite utilising Field Engineering resources

  • Action P1 or Major incident escalation right away.

  • Plan, coordinate and implement complex network changes within customer specified change windows, adhering to a predefined ITIL change management framework. This will include liaising with the customer, third party suppliers, vendors and partners to ensure minimal disruption to the

customer’s day-to-day business operations, and the provision of a seamless, coordinated delivery of services.

  • Plan, coordinate and execute release management activities within customer specified change windows, adhering to a predefined ITIL release management framework plan, coordinate and execute configuration management activities within customer specified change windows, adhering to a predefined ITIL configuration management framework plan, coordinate and execute life-cycle management activities within customer specified change windows, adhering to a predefined ITIL life cycle management framework Identify Known Errors and document these within the Known Errors Database

  • Where necessary, liaise and work with Professional Services Engineers and Solutions Architects around client projects and deployments, not owning the implementation (With Exceptions) and ensure to be consulted/appraised at all times.

  • Where appropriate, use lab equipment and resources to attempt to recreate client incidents and undertake fault simulation activities.

  • Maintain detailed knowledge of the clients’ environment(s), where applicable, by maintaining and updating relevant documentation such as Network Diagrams, Configuration Databases along with process and procedural documentation.

  • Provide proactive, constant and clear communication on the status of incident / problem resolution between the client, Dimension Data, and any other third party supplier and vendors.

  • Escalate issues affecting delivery of service to management

  • Conduct technical workshops for L1 & L2 engineers on regular basis.

  • Understand and manage the requirements of being part of a 24x7 on-call operation, including but not limited to, shift hand-over, operational advice, guidance, support and escalation

  • Mentor the team members and guide them to grow in their roles and provide technical escalation support.

  • Understand the scope, delivery mechanisms and processes of all relevant Services delivered by Managed Services

  • Execution of the Managed Services business plan and strategies relating to Engineering

  • Facilitate effective and appropriate communication to all stake holders to meet SLAs and expectations

  • Participate in the timely execution our Business Continuity Plan

  • Develop Service Improvement Plans on continuous basis.

  • Proactively invest time in self education and provided training to ensure a comprehensive and current understanding of our tools, processes and the people that support our customers and our business.

  • Proactively support career development plans and KPIs

What would make you a good fit for this role?

Join our growing global team and accelerate your career with Dimension Data. Apply today.

Diversity in Dimension Data

Dimension Data is an equal opportunity employer with a global culture that embraces diversity. All qualified applicants will receive consideration for employment and will not be unfairly discriminated against on any arbitrary ground including race, colour, sex, religion, national origin, veteran status, disability, gender identity, sexual orientation, or other protected category.

Dimension Data uses the power of technology to help organisations achieve great things in the digital era. As a member of the NTT Group, we accelerate our clients’ ambitions through digital infrastructure, hybrid cloud, workspaces for tomorrow, and cybersecurity. With offices in nearly 60 countries across five continents, and over 30,000 employees, we deliver wherever our clients are, at every stage of their technology journey.

Whether it’s protecting the rhino, connecting the G20 Summit, or revolutionising cycling, we help our clients achieve their ambitions.

And with us, you can achieve yours.

If you believe you can do anything, we’re here to help you do it.