Technical Account Engineer
Dimension Data
Manila, Philippines
16d ago

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 47 countries and more than 28 000 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?

The role takes responsibility for managing all the technical aspects of Dimension Data’s relationship with the clients. They act as the client’s trusted advisor and are responsible to deliver ultimate client experience by providing highest quality of technical service.

Their primary objective is to strengthen client relationship and increase client satisfaction in the overall technical experience that Dimension Data has rendered from a service perspective.

The Technical Account Manager role is a chargeable service in the Uptime Proactive Support Service (PSS) option.

Stakeholder engagement

Internal : engage with internal support engineer team, GDC Service Operations, Client Delivery Executive, Service Operations Manager, Transition Manager, Major Incident Manager

External : proactively act as the trusted technical advisor for clients

Value Chain Linkage

  • Service Operation
  • Service Transition
  • Technical Account Manager refers to the Technical Account Manager service, i.e. one of the +10 Proactive Support Services options paid by the client.
  • Consultancy

    Takes responsibility for understanding client requirements, collecting data, delivering analysis and problem resolution.

    Identifies, evaluates and recommends options, implementing if required. Collaborates with, and facilitates stakeholder groups, as part of formal or informal consultancy agreements.

    Seeks to fully address client needs, enhancing the capabilities and effectiveness of client personnel, by ensuring that proposed solutions are properly understood and appropriately exploited.

    Technical Specialism

    Maintains an in-depth knowledge of specific specialisms, and provides expert advice regarding their application. Can supervise specialist consultancy.

    The specialism can be any aspect of information or communication technology, technique, method, product or application area.

    Innovation

    Actively monitors for, and seeks, opportunities, new methods, trends, capabilities and products to the advancement of the organisation.

    Clearly articulates, and formally reports potential benefits from both structural and incremental change. Encourages and motivates colleagues to share creative ideas and learn from fail.

    Solution Architecture

    Produces detailed specifications and translates these into detailed designs for implementation using selected Dimension Data services products.

    Provides advice on technical aspects of Support Services delivery and ensures that relevant technical strategies, policies, standards and practices (including security) are applied correctly.

    Emerging Technology Monitoring

    Maintains awareness of opportunities provided by new technology to address challenges or to enable new ways of working. Within own sphere of influence, works to further organisational goals, by the study and use of emerging technologies and products.

    Contributes to briefings and presentations about their relevance and potential value to the organisation.

    Problem Management

    Ensures that appropriate action is taken to anticipate, investigate and resolve problems in systems and services. Ensures that such problems are fully documented within the relevant reporting system(s).

    Enables development of problem solutions. Coordinates the implementation of agreed remedies and preventative measures. Analyses patterns and trends.

    Programming Skills

    Python, XML, REST Programming Skill

    Work Outputs

    Assigned Technical Account Manager

    The Technical Account Manager provides the vast majority of their deliverables on a remote basis, but will be responsible for establishing a good technical relationship with client’s engineering staff to facilitate the quick completion of in-

    scope activities providing client with the maximum technical value. He / she will have advanced skills in the technologies associated with the assets covered by Dimension Data services.

    P1 & P2 Incident and Problem Escalation Management and Support

    The Technical Account Manager acts as the primary technical contact for P1 & P2 incidents or is available for escalation of the same.

    Technical Account Manager works with client’s team to identify required documentation, and helps collect the same, and provide that documentation to GDC in order to properly scale his / her client-

    specific knowledge. Technical Account Manager will also participate in regularly scheduled service incident reviews as scheduled with client.

    Root Cause Analysis

    When problems are identified, proper problem tickets will be created in IT service management system. It will be the responsibility of the Technical Account Manager to ensure a root cause analysis of all opened problem tickets is performed and documented in the problem ticket.

    Monthly Technical Reviews

    On a monthly basis, the Technical Account Manager is responsible to schedule and hold monthly technical reviews to include relevant service issues the agenda of which to include, at a minimum :

  • incident review
  • problem / root cause review
  • recommendationsconfigurationsoftware patchesarchitecture
  • Change Impact Analysis

    The assigned Technical Account Manager evaluates normal, urgent, and emergency changes for their impact on the covered assets and makes recommendations regarding the approval of the change.

    The Technical Account Manager prepares the recommendation that will include a description of the planned change and impacts on the existing infrastructure.

    Where possible, the following information / considerations will be included in the recommendation :

  • the impact the change will have on business operations
  • the impact on IT services that run on the network
  • the effect of not implementing the change
  • Next career steps

  • Senior Technical Account Manager (TBC)
  • Education required

  • Degree or relevant qualification in IT / Computing
  • Certifications required

  • ITIL v3 Foundation
  • Cisco Certified Internetwork Expert - Routing and Switching (CCIE-R / S)
  • Juniper Networks Certified Internet Specialist - Enterprise Routing and Switching (JNCIS-ENT)
  • JNCIA Security
  • Certified Partner SE - WAN Optimization
  • Blue Coat Certified PacketShaper Administrator (BCPSA)
  • Blue Coat Certified PacketShaper Professional (BCPSP)
  • Riverbed Certified Solutions Professional - WAN Optimization (RCSP-W)
  • F5 Certified Technology Specialist Global Traffic Management (F5-CTS-GTM)
  • 301b LTM Specialist Maintain and Troubleshoot
  • Cisco Certified Internetwork Expert - Security (CCIE-S)
  • Juniper Networks Certified Internet Professional - Security (JNCIP-SEC)
  • Palo Alto Networks Certified Network Security Engineer 6
  • Bluecoat Certified Security Troubleshooting Certification
  • Data Center Support for UC Specialist
  • Cisco Certified Internetwork Expert - Certification - Data Center (CCIE-DC)
  • EMC Implementation Engineer, VNX Solutions Specialist Version 7.0 (EMCIE VNX SS V7)
  • EMC Technology Architect, VNX Solutions Specialist Version 8.0 (EMCTA VNX SS V8)
  • Blue Coat Certified Proxy SG Professional (BCCPSGP)
  • Blue Coat Certified Proxy SG Administrator (BCCPSGA)
  • Blue Coat Certified Proxy SG Troubleshooting (BCCPSGT)
  • Cisco Certified Internetwork Expert - Voice (CCIE-V)
  • Cisco Qualified Specialist - Cisco IP Contact Center Express Specialist (CQS-IPCCE)
  • Cisco Qualified Specialist - Cisco IP Telephony Design Specialist (CQS-DS)
  • Cisco Certified Internetwork Expert - Certification - Collaboration (CCIE-COLLA)
  • ACIS - Avaya Communication Manager 5.2.1 (ACIS 6006)
  • Genesys Certified Composer Routing 8 Developer (GCD8-DCR)
  • Genesys CIM8 Troubleshooting for Support (GCS8-CCTS)
  • Genesys eServices 8 Consultant (GCP8-CESV)
  • Genesys Certified Composer Routing 8 Developer (GCD8-DCR)
  • Genesys Composer using Voice Applications 8 Developer (GCD8-DCV)
  • Genesys Voice Platform 8.5 Consultant (GCP8-CVP)
  • Genesys Workforce Management 8.5 Consultant (GCP8-WFM)
  • Additional certifications (preferred)

  • Juniper Networks Ingenious Champion - Security (SEC-INN)
  • Accredited Configuration Engineer 6.0
  • Unified Computing Technology Design Specialist
  • Unified Computing Technology Support Specialist.
  • Unified Fabric Technology Support Specialist
  • Cisco Qualified Specialist - Cisco IP Contact Center Express Representative (CQS-IPCCER)
  • Work experience required

  • 10+ years’ work experience
  • 8+ years’ experience required in diagnosis and troubleshooting, handling TAC, and technical documentation in a Technical Account Manager role within a medium to large ICT organisation.
  • Expert knowledge of management agent, redundancy concepts, remote console architecture, and products within the supported technical domain (i.
  • e. Network, Storage, Security etc)

    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.

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